About the Role

Studiokon Ventures (SKV) is creating a new Customer Experience & Delivery Excellence function to redefine the client journey after project handover. We believe that the client experience should not end when a project is delivered; it should begin there.

As Head Customer Experience & Delivery Excellence, you will lead the complete post-handover client experience, ensuring every interaction reflects trust, accountability, responsiveness, and world-class service. This role combines hospitality-grade service standards with commercial interior delivery excellence and offers a unique opportunity to build a new function from the ground up.

You will shape the service culture, establish processes, lead a high-performing team, and become the primary custodian of client trust during the Defects Liability Period (DLP).

Key Responsibilities

Client Experience & Relationship Management

- Own the end-to-end client experience from project handover through the Defects Liability Period (DLP).
- Establish proactive communication plans so clients receive regular updates without having to follow up.
- Manage escalations with empathy, professionalism, and urgency.
- Drive customer satisfaction metrics including NPS, CSAT, resolution turnaround time, and retention indicators.
- Create signature client engagement initiatives such as welcome kits, leadership outreach calls, milestone check-ins, and DLP completion celebrations.

Snagging & Defect Resolution Management
- Oversee the complete lifecycle of snag identification, tracking, resolution, and closure.
- Coordinate with project teams, vendors, consultants,



and partners to ensure timely closure of all open items.
- Maintain visibility through real-time dashboards, ageing reports, and resolution trackers.
- Ensure service delivery standards are consistently maintained across all projects.

Team Leadership & Culture Building
- Build and lead a high-performance customer experience team.
- Recruit, mentor, and develop delivery coordinators and service professionals.
- Coach technical teams to adopt a hospitality-first mindset.
- Conduct regular coaching sessions, reviews, and performance discussions.
- Lead critical client interactions, site reviews, and escalation meetings personally.

Process Design & Governance
- Design SOPs, escalation matrices, service protocols, and governance frameworks from scratch.
- Establish structured reporting systems including weekly MIS, client satisfaction dashboards, open-item trackers, and ageing reports.
- Collaborate closely with Project Delivery, Design, Procurement, and Leadership teams.
- Ensure complete DLP documentation compliance, including warranties, handover records, completion certificates, and closure sign-offs.

Qualifications & Experience

- Proven leadership experience in luxury hospitality, five-star hotels,



guest relations, customer experience, or service excellence functions.
- Strong track record of building and leading customer-facing teams.
- Experience managing customer satisfaction metrics, dashboards, MIS, and service governance frameworks.
- Excellent communication, stakeholder management, and escalation-handling skills.
- Ability to build processes, culture, and operating models from the ground up.
- Construction or technical experience is not mandatory; a solid service mindset is essential.

Preferred Candidate Profile We are looking for a leader who:

- Has delivered exceptional service standards in hospitality or customer experience environments.
- Is passionate about building long-term client relationships.
- Can influence cross-functional teams and drive accountability.
- Enjoys creating new systems and scaling service operations.
- Is comfortable working in a fast-growing, entrepreneurial environment.

Why Join SKV?

- Build a New Function: Create the customer experience framework, service culture, and operating model from the ground up.
- Bring Hospitality into Commercial Interiors: Apply luxury hospitality principles to an industry where exceptional post-handover service is a true differentiator.
- Work Directly with Leadership: Partner closely with founders and senior leadership and influence strategic decisions.
- Create Lasting Impact: Shape the experience of premium commercial clients long after project delivery and build a legacy that scales with the organization.

📌 Customer Experience & Delivery Excellence Head (Gurugram)
🏢 Studiokon Ventures
📍 Gurugram