Head Relationship Management

Hustlehub; Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Benefits offered by this job

Competitive salary

Leadership exposure

Growth opportunities

Flexible working environment

Strategic initiative involvement

Job summary

Hustle Hub is seeking a Head of Relationship Management to lead client relationships, ensure high client satisfaction, and drive retention and growth across key accounts.

The role requires extensive experience in relationship management, client success, and service delivery within corporate real estate, hospitality, and coworking sectors, with a strong emphasis on stakeholder management.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Management or related field.
• 8+ years of experience in Relationship Management, Client Success, or similar roles.

Responsibilities

• Build and maintain strong, long-term relationships with key clients and stakeholders.
• Act as the primary escalation point for important client concerns and requirements.
• Understand client expectations, business requirements, and changing needs.
• Conduct regular client meetings and relationship reviews.
• Maintain regular communication with clients and ensure timely follow-up on their requirements.
• Build trust and confidence with clients through proactive engagement and effective service delivery.

Skills

Relationship management

Client success

Key account management

Stakeholder management

Leadership

Communication

Negotiation

Education

Bachelor's degree in Business Administration / related field

MBA (preferred)

Job description

Job Description Head of Relationship Management

Location: HSR Sector 2

Company: Hustle Hub

Industry: Co-working Spaces | Real Estate | Corporate Services

Reports To: Director / CEO

Type: Full-time

Experience: 815 Years

About Us

Hustle Hub is a fast-growing company operating at the intersection of real estate, co-working, and corporate infrastructure. Our mission is to transform how businesses experience workspaces by offering flexible, innovative, and efficient solutions.

Job Summary

The Head of Relationship Management will be responsible for developing and maintaining strong relationships with key clients, ensuring a consistently high level of client satisfaction, improving client retention, and driving overall client success.

The role requires strong experience in relationship management, client success, account management, stakeholder management, and service delivery, preferably within co-working, commercial real estate, hospitality, and corporate services.

The ideal candidate should have a strong understanding of client expectations and be able to proactively identify concerns, resolve issues, and ensure that clients have a positive experience throughout their association with Hustle Hub.

Key Responsibilities

Client Relationship Management

• Build and maintain strong, long-term relationships with key clients and stakeholders.
• Act as the primary escalation point for important client concerns and requirements.
• Understand client expectations, business requirements, and changing needs.
• Conduct regular client meetings and relationship reviews.
• Maintain regular communication with clients and ensure timely follow-up on their requirements.
• Build trust and confidence with clients through proactive engagement and effective service delivery.

Client Success & Satisfaction

• Own the overall client experience and ensure consistently high levels of client satisfaction.
• Proactively identify potential client concerns and address them before they become major issues.
• Monitor client feedback and identify opportunities to improve the overall client experience.
• Ensure client concerns are resolved within committed timelines.
• Follow up with clients after resolution to ensure complete satisfaction.
• Develop initiatives to improve client engagement, retention, and loyalty.

Client Retention & Growth

• Develop and implement strategies to improve client retention and reduce client churn.
• Identify opportunities for renewals, expansions, upselling, and cross-selling.
• Understand client business requirements and identify opportunities to provide additional Hustle Hub solutions.
• Maintain strong relationships with key decision-makers within client organizations.
• Track client relationship health and proactively manage accounts at risk.

Escalation & Issue Management

• Take ownership of critical client escalations and ensure timely resolution.
• Coordinate with Operations, Projects, Facility Management, Sales, Finance, and other teams to resolve client issues.
• Ensure clear communication with clients throughout the resolution process.
• Identify recurring issues and recommend corrective and preventive actions.
• Ensure commitments made to clients are followed through to completion.

Internal Stakeholder Coordination

• Work closely with internal teams to ensure seamless client service delivery.
• Communicate client expectations and requirements effectively to relevant teams.
• Ensure cross-functional teams are aligned on critical client requirements.
• Drive accountability for client-related actions and commitments.
• Coordinate with Operations and Facility teams to ensure smooth day-to-day client experience.

Team Management

• Lead, mentor, and develop the Relationship Management / Client Success team.
• Set clear performance expectations and service standards.
• Monitor team performance and ensure timely client follow-ups.
• Conduct regular reviews and provide coaching to improve team effectiveness.
• Build a strong culture of ownership, responsiveness, and customer-centricity.

Reporting & Performance Management

• Develop and monitor key client relationship and satisfaction metrics.
• Prepare regular reports and dashboards for senior management.
• Track client retention, renewals, escalations, complaints, and satisfaction levels.
• Analyze client feedback and identify trends and improvement areas.

Provide management with insights on client risks, opportunities, and relationship health.

Key Performance Indicators (KPIs)

• Client Satisfaction Score
• Client Retention Rate
• Client Renewal Rate
• Client Churn Rate
• Client Escalation Resolution Time
• Client Complaint Closure Rate
• Client Engagement and Relationship Health
• Upselling / Cross-selling Opportunities
• Key Account Retention
• Overall Client Experience

Required Qualifications

• Bachelor's degree in Business Administration, Marketing, Management, Hospitality, or a related field. MBA is a plus.
• 815 years of experience in Relationship Management, Client Success, Key Account Management, Customer Success, or similar roles.
• Proven experience managing corporate / B2B clients.
• Strong experience in handling senior stakeholders and client escalations.
• Proven ability to build and maintain long-term client relationships.
• Strong leadership and team management skills.
• Excellent communication, negotiation, and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Customer-centric approach with strong ownership and accountability.

Preferred Experience

• Experience in co-working, commercial real estate, hospitality, facilities management, or corporate services.
• Experience managing large corporate accounts or strategic clients.
• Experience in client retention, renewals, and account growth.
• Experience working with cross-functional teams in a service-oriented environment.
• Strong understanding of customer experience and service delivery standards.

What We Offer

• Competitive salary and performance-based incentives.
• Opportunity to grow within a dynamic and expanding organization.
• Leadership exposure and involvement in strategic client initiatives.
• Opportunity to work with key corporate clients and senior stakeholders.
• Flexible and innovative working environment.
• Exposure to strategic decision-making and business growth opportunities.