About Us

At Quattro Management Solutions , we redefine workspace experiences. Since 2013, we have been Gurgaon’s leading corporate leasing and managed office solutions company, delivering bespoke office spaces, high-quality fit-outs, and end-to-end managed workplace services to enterprises ranging from fast-growing SMEs to global multinationals.

Our success is built on execution excellence, customer centricity, and long-term client partnerships. As we scale our managed office portfolio, we are strengthening our leadership layer to deliver consistent, proactive, and world-class customer service across all properties.

About the Role

We are seeking a Senior Manager - Customer Service & Experience to lead and scale the Customer Service function for our Managed Office business.

This is a leadership role responsible for:

- Owning the end-to-end client experience lifecycle :

- Managing and mentoring the Customer Service / CRM team :

- Acting as the single escalation and governance point for client satisfaction

- Driving process discipline, SLAs, reporting, and continuous improvement

The role sits at the intersection of clients, operations, facility management, and leadership , and is critical to client retention, renewals, and brand reputation.

Key Responsibilities1. Customer Experience Ownership

- Own the complete customer journey for managed office clients—from onboarding and handover to steady-state operations and renewals
- Act as the senior escalation point for client issues, ensuring timely, structured, and satisfactory resolution
- Build strong, trust-based relationships with CXOs, Admin Heads, and decision-makers at client organizations

1. Team Leadership & Capability Building

- Lead, mentor,



and performance-manage the Customer Service / CRM team
- Define clear roles, responsibilities, and KPIs for Customer Service Managers and Associates
- Build a customer-first culture focused on responsiveness, accountability, and solutioning

- Service Delivery Governance

- Work closely with Facility Management, Operations, and Technical teams to ensure:

- SLAs are clearly defined, tracked, and met
- Preventive maintenance and service standards are consistently delivered
- Proactively identify service gaps and drive corrective and preventive actions

1. Process, Systems & Reporting
- Own CRM and ticketing workflows for managed office operations
- Ensure accurate documentation of:

- Client contracts and SLAs

- Service requests, escalations, and closures

- Client feedback and satisfaction metrics

- Prepare and present regular dashboards to senior management covering:

- Client satisfaction scores

- Open issues and ageing

- SLA adherence

- Key risk accounts

1. Client Retention, Renewals & Value Enhancement
- Drive client retention strategies and support lease renewals in collaboration with Leasing and Sales teams
- Identify opportunities for:

- Upselling additional services
- Space expansion or reconfiguration
- Premium managed services
- Lead client engagement initiatives such as review meetings, feedback forums, and appreciation events

1.



Cross-Functional Coordination
- Act as the central coordination point between:

- Clients
- Facility Management
- Fit-out / Project teams
- Finance and Billing teams
- Ensure seamless handovers during new client onboarding or space expansions

Qualifications & Experience

Educational Background

- Bachelor’s degree in Business Administration, Real Estate, Hospitality Management, or a related discipline
- MBA or equivalent qualification is an added advantage

Experience

- 8-12 years of experience in customer service, client relationship management, or operations

- At least 3-5 years in a leadership or people-management role :

- Prior experience in managed offices, commercial real estate, hospitality, coworking, or facility management is highly preferred

Key Skills & Competencies

- Robust leadership and people-management capabilities
- Excellent stakeholder management and executive communication skills
- Structured problem-solving and escalation handling
- High process orientation with a data-driven mindset
- Ability to work in a fast-growing, multi-property environment
- Proficiency in CRM systems, ticketing tools, and Microsoft Office

What We Offer

- Competitive compensation aligned to leadership responsibilities
- High visibility role with direct impact on client retention and growth
- Opportunity to build and scale a critical function within a growing organization
- Exposure to premium managed office assets and enterprise clients
- Collaborative and entrepreneurial work culture

Job Details

- Job Type : Full-time
- Work Mode : In-person
- Location : Gurgaon, Haryana

Work Location: In person

📌 Manager / Senior Executive - Business Development & Strategic Leasing (Gurugram)
🏢 Quattro Management Solutions
📍 Gurugram