Community Development Manager

4 days ago

Mumbai, Maharashtra, India beBeeCluster Full time ₹ 1,20,00,000 - ₹ 1,80,00,000
Job Title: Cluster Lead

As a key member of our team, the Cluster Lead will be responsible for leading a cluster of centers and driving customer satisfaction.

Main Responsibilities:

  • Introduce standardized processes and initiatives to ensure consistency across all centers and achieve high customer satisfaction.
  • Foster a collaborative community environment among members through Community Managers and other departments to drive customer satisfaction.
  • Understand customer demographics and develop customized experiences to maximize facility usage and amenities.
  • Interpret business data and logic to inform decision-making.
  • Manage renewals and expansions to maintain and grow client relationships.
  • Ensure buildings are fully operational and processes are running smoothly.
  • Oversee end-to-end client relationship management in respective centers.
  • Lead team growth and development, including internal stakeholder management.
  • Manage client relationships from initial interaction to long-term partnership.

Presales Role:

  • Collaborate with internal stakeholders (Design, Sales, Partnerships) to understand client requirements.
  • Document and finalize client requirements for smooth project execution.
  • Track delivery timelines and communicate regularly with clients to manage expectations.

Post-Sales Function:

  • Upsell and cross-sell services to clients from our service portfolio, working closely with the Partnerships team.
  • Work with internal stakeholders to ensure seamless client operations.
  • Act as the client's voice within the organization, ensuring their needs and expectations are met throughout the customer lifecycle.
  • Provide support and training to customers to help them utilize company products effectively.
  • Handle client escalations and special requests related to performance, quality, and improvements.
  • Follow up on committed SLAs to ensure timely resolution.
  • Focus on client retention and renewal.

Required Skills & Qualifications:

  • Bachelor's degree in Business, Marketing, Hospitality, or a related field.
  • At least 10 years of experience in a client-facing role.
  • Ability to thrive in a fast-paced environment with excellent attention to detail.
  • Strong communication, organization, and project management skills.
  • Minimum 3 years of people management experience; managing teams of 5+ people is preferred.

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