General Manager - Client Experience

Location: Chennai

Industry: Commercial Real Estate / Grade-A Office Assets

Function: Client Experience / Occupier Experience

Experience: 12-18 Years

Designation: General Manager - Client Experience

About The Role We are looking for an experienced General Manager - Client Experience to lead occupier and client experience initiatives across a premium commercial real estate portfolio.

The ideal candidate will bring a strong background in Hospitality, Hotels, Guest Experience, Customer Experience or Service Operations , with subsequent experience in Commercial Real Estate / Grade-A Office / Business Parks / Managed Workspaces .

The role will be responsible for creating and delivering a differentiated client experience across the asset, ensuring high standards of service, engagement, operational excellence and tenant satisfaction.

Key Responsibilities

Client & Occupier Experience

- Lead the overall client/occupier experience strategy across the commercial real estate asset/portfolio.
- Develop and implement service standards and experience frameworks comparable to premium hospitality environments.
- Build strong relationships with CXOs, senior representatives and key occupiers.
- Act as the senior point of contact for strategic client experience matters and escalations.
- Understand occupier needs and proactively develop initiatives to improve satisfaction, engagement and retention.

Experience & Service Excellence

- Design and implement hospitality-led experiences across common areas, reception, amenities, events and customer touchpoints.
- Establish and monitor service quality standards across the asset.
- Drive a strong service culture among internal teams, facility teams, front-office teams and outsourced service partners.




- Conduct regular client feedback exercises, satisfaction surveys and service audits.
- Identify experience gaps and implement corrective actions.

Tenant Engagement

- Develop and execute an annual calendar of tenant engagement, community-building and experiential initiatives.
- Conceptualise events, activations and engagement programmes for occupiers and employees.
- Work closely with leasing, marketing, facilities and operations teams to create a seamless occupier journey.
- Strengthen the sense of community within the asset and improve tenant engagement.

Stakeholder Management

- Partner closely with Leasing, Asset Management, Facility Management, Security, Engineering, Marketing and Operations teams.
- Collaborate with key occupiers to understand business requirements and improve their overall experience.
- Manage external hospitality, concierge, event management and service partners.
- Represent the organisation in senior-level client interactions.

Performance & Governance

- Establish KPIs for client experience, tenant satisfaction, service quality and engagement.
- Track NPS/CSAT and other client experience metrics and prepare regular management reports.
- Analyse client feedback and identify trends, opportunities and recurring concerns.
- Drive continuous improvement initiatives across the asset.

Ideal Candidate Profile




- 12-18 years of overall experience with significant exposure to Hospitality / Hotels / Premium Guest Experience / Customer Experience / Service Operations.
- Should have subsequently transitioned into Commercial Real Estate, preferably Grade-A office spaces, business parks, mixed-use developments, managed workspaces or premium commercial assets.
- Experience in managing large-scale client/occupier-facing operations is highly desirable.
- Solid exposure to CXO-level stakeholder management and key account relationships.
- Experience in creating and implementing hospitality/service standards.
- Strong understanding of customer journey, service excellence and experience management.
- Excellent communication, presentation and relationship-management skills.
- Strong leadership and team-management capabilities.
- Candidates who have managed multiple properties / large commercial assets / large occupier ecosystems will be preferred.

Preferred Background Candidates may come from organisations such as: Hospitality Luxury Hotels | International Hotel Chains | Premium Hospitality Groups | Business Hotels | Serviced Residences

Commercial Real Estate Grade-A Office Developers | REITs | Business Parks | Integrated Developments | Managed Office / Flexible Workspace Operators | Commercial Asset Managers

What We Are Looking For The ideal candidate is someone who has understood hospitality at a high level and successfully transferred those service principles into commercial real estate .

Someone who can move beyond traditional facility management and create a premium, hospitality-led occupier experience across a commercial asset.

Key Attributes Client Centricity | Hospitality Mindset | Service Excellence | Stakeholder Management | Strategic Thinking | Operational Excellence | Leadership

📌 GM - Client Experience (Chennai)
🏢 Consult pro
📍 Chennai