Designation: Centre Head (Hotels background only)

Department: Client Experience and Operations

Key Roles & Responsibilities:

Team: Client Experience

Reports To: Regional Lead /City Lead

The Centre Manager is responsible for the end-to-end performance of the center— client experience, operational excellence, servicedelivery, vendor management, and profitability.
- Client Experience & Relationship Management
- Serves as the primary point of contactfor all clients in the center.
- Conducts regular client meetings to gather feedbackand drive satisfaction.
- Manages the entire client lifecycle: move-in, onboarding, experience, engagement, move-out.
- Resolves escalations withincommitted SLAs; proactively track dissatisfaction drivers.
- Drives adoption of Smartworks tech platforms (C-SPOC,ticketing, etc.).
- Renewals coordination support:highlight early risks,prepare feedback insights,and partners with Regional/City leads.
- Operations Excellence & Service Delivery




- Ensures centre readinessthrough daily rounds across reception, cafeteria, pantry, washrooms, client areas.
- Monitors housekeeping, security, pantry, and engineering teams to maintainSLA and quality standards.
- Oversees ticket resolution, prevent recurrence, and maintain SLA breach
- Bachelor's degree in Business, Hospitality, Facility Management, or equivalent.

Experience
- 15–20 years in centre management, facility operations, hospitality, or client-facing environments.
- Strong experience in people management and vendor management.
- Exposure to commercial buildings, MEP basics,client servicing, and operational governance.

Skills
- Solid communication and relationship management
- Operational excellence mindset
- Analytical and data-driven decision making
- Crisis management and escalation handling
- Coordination with cross-functional teams

📌 Center Head- From Hotels only (Pune)
🏢 SmartWorks
📍 Pune