Customer Experience Manager

UrbanWrk; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

UrbanWrk seeks a Client Experience Manager to deliver a hospitality-led experience at our centre in Pune. You will blend operations, service delivery, and commercial responsibility to ensure the workspace runs smoothly and members have a reliable, pleasant day‑to‑day experience.

You will own end-to-end centre operations, ensure spaces are guest-ready, manage events, coordinate with facilities and vendors, and drive revenue from meeting rooms, passes, parking, and HVAC usage.

Qualifications

• Graduate in Hotel Management, Hospitality Administration, or related field from a recognised institution (IHM, IHMCT, or equivalent).
• Additional certifications in Facility Management, Workplace Experience, or Property Management are a plus.
• Familiarity with ticketing tools and facility management dashboards is desirable.

Responsibilities

• Act as the primary contact for members and guests at the centre.
• Deliver a warm, professional arrival experience and maintain security.
• Own the day-to-day running of the centre end to end.
• Coordinate with facilities, IT, and vendors to resolve issues promptly.
• Plan and execute experience-led events to drive engagement and revenue.
• Support sales closures and onboarding with on-ground coordination.

Skills

Client facing

Hospitality standards

Vendor coordination

Event management

Revenue generation

Billing & invoicing

Facility management dashboards

Ticketing system

Independent ownership

Education

Hotel Management degree

Facility Management certification

Tools

Ticketing tools

Facility management dashboards

Basic financial reporting tools

Job description

The Client Experience Manager is responsible for delivering a consistently high-quality, hospitality-led experience at their centre. This role combines operations, service delivery, and commercial responsibility, ensuring the workspace runs smoothly and members find it easy, reliable, and pleasant to work from every day.

This is a role for people who take genuine ownership. We are looking for proactive individuals who spot issues before they elevate, take personal responsibility for execution, and follow things through to completion. Ideas are encouraged, but success in this role comes from initiative, attention to detail, and disciplined follow‑up, always in service of the member experience.

As the on‑ground representative of the brand, the CE Manager sets the tone for how the centre feels, functions, and is remembered.

Key Responsibilities

Member Experience & Hospitality

• Act as the primary point of contact for members and guests
• Deliver a warm, professional, and secure arrival experience
• Build strong, trust‑based relationships with members
• Resolve concerns with empathy, clarity, and ownership
• Organise and support events that strengthen engagement and community
• Own the day‑to‑day running of the centre end to end
• Conduct regular walkthroughs to ensure cleanliness, functionality, and reliability
• Work closely with the facility management partner to maintain service standards
• Coordinate with technical, IT, and external vendors to resolve issues efficiently
• Coordinate with the Projects team during office handovers and fit‑out completion
• Track, follow up, and close snags before and after member move‑in
• Ensure spaces are genuinely member‑ready, not just technically complete
• Maintain inventory of consumables and place timely orders
• Create, track, and close tickets on the internal ticketing system
• Coordinate repairs, maintenance, and vendor visits
• Verify vendor invoices related to centre operations
• Plan and execute experience‑led and revenue‑generating events
• Drive non‑desk revenue including meeting rooms, day passes, parking, and HVAC usage
• Track chargeable usage accurately and inform Finance for ad‑hoc billing
• Ensure billing inputs are timely, accurate, and transparent
• Support member tours and prospective client visits when required
• Assist the Sales team with on‑ground coordination for closures and onboarding
• Identify upsell opportunities through day‑to‑day member interactions
• Represent the brand at local networking events or community engagements, where applicable

Ideal Candidate Profile

Academic Background

• Graduate in Hotel Management, Hospitality Administration, or a related field from a recognised institution (IHM, IHMCT, or equivalent) — passed out before 2020.
• Additional certifications in Facility Management, Workplace Experience, or Property Management are a plus.

Professional Experience

• 5–8 years of progressive experience in client‑facing hospitality or workplace service roles.
• First 2–3 years spent in a 4‑star or 5‑star hotel environment — Front Office, Guest Relations, Concierge, or F&B — with strong exposure to structured guest service standards.
• Experience managing a floor of 40,000–75,000 sq. ft. is preferred.
• Demonstrated ability to work independently and take full ownership of a space without daily supervision.
• Familiarity with ticketing tools, facility management dashboards, and basic financial reporting.