Job Description

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
2. 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
3. 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
4. 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
5. 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
6. 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

Strong 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
Job Type: Full-time

Work Location: In person