Client Experience Manager

5 days ago

Gurugram Hyderabad Pune, India Urbanwrk Full time ₹ 6,00,000 - ₹ 12,00,000 per year

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 UrbanWrks 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 financial performance and identify areas for cost savings.

Qualifications:

  • Bachelor's degree in hospitality management, aviation, business management or related field.
  • 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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