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
