Manager, Client Experience

1 week ago

Pune, Maharashtra, India Urbanwrk Full time

About UrbanWrk Pvt Ltd We offer premium enterprise managed workspaces that are tech-enabled, convenient, and designed keeping in mind your brand's needs. Our customised offices foster the perfect work environment to scale your business.

Company Website

Job description Client Experience, Manager will be instrumental in creating an extraordinary customer experience for UrbanWrk's clientele. This role focuses on building a vibrant member community, maintaining high retention rates, developing strategic partnerships, and ensuring the highest standards of customer service and facility management.


• Create an amazing client experience: Create delightful experiences for clients to make them feel valued and appreciated.


• Facility Maintenance and Upkeep: Take accountability of highest standards of maintenance and upkeep of the premises and equipment. Regularly guide and monitor the facility team to ensure everything is in top condition.


• Event Management: Initiate, collaborate, and manage events aimed at member engagement and education. Plan and execute a variety of events, from networking sessions to educational workshops.


• Member Retention and Utilization: Implement strategies to maintain a 95% utilization rate through exceptional member experiences. Gather and act on member feedback to continuously improve the community experience.


• Customer Satisfaction and Improvement: Deliver exceptional customer satisfaction and encourage member feedback. Suggest and execute improvements based on member insights and feedback.


• Health, Safety, Cleanliness, Hygiene, and Security: Maintain strict protocols with zero deviation to ensure a safe, clean, and secure environment. Regularly review and update safety procedures as necessary.


• Inventory Management: Manage inventory of food, beverages, and office supplies to ensure availability and quality. Conduct regular inventory audits and restock as needed.


• Invoice and Billing: Oversee the invoicing process, ensuring all clients are billed accurately and on time. Address any billing discrepancies or client inquiries related to invoices.


• Budgeting & Forecasting: Prepare and manage the center's budget, ensuring all expenses are tracked and reported accurately. Conduct financial forecasting to predict future f inancial performance and identify areas for cost savings.

Qualifications:


• Bachelor's degree in hospitality management, aviation, business management or related f ield.
• Proven experience in a client-facing role, preferably within the managed office space or hospitality industry.


• Strong organizational and multitasking abilities.


• Excellent communication and interpersonal skills.


• Ability to work independently and as part of a team.


• Problem-solving skills and the ability to handle difficult situations with professionalism. Key

Competencies:


• Client-focused approach with a strong commitment to providing exceptional service.


• Detail-oriented with a proactive attitude towards problem-solving.


• Financial acumen and the ability to manage budgets and forecasts.


• Strong organizational skills and the ability to prioritize tasks effectively.

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