Manager – Knowledge Center & Customer Experience

Saint-Gobain Group in India; Mumbai; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Saint-Gobain Group in India seeks a Manager – Knowledge Center & Customer Experience to own the end-to-end Knowledge Center as a premium customer-facing platform. You will design visitor journeys, engage diverse stakeholders, and collaborate with Sales, Marketing, and product teams to deliver workshops and showcases.

The role requires 10–15 years in customer engagement and related fields, with a strong focus on architecture, construction ecosystems and value storytelling.

Qualifications

• 10–15 years of experience in customer engagement, construction ecosystem engagement, technical sales, marketing, business development or experience center management.
• Strong interaction experience with architects, consultants, developers, contractors, academic institutions, industry partners and business teams.

Responsibilities

• Design and manage differentiated visitor journeys across the Knowledge Center experience zones.
• Engage a diverse set of stakeholders including architects, consultants, developers, contractors, students, academia, industry associations and government bodies.
• Collaborate with Sales, Marketing, Business Units, Product & Technical teams to deliver impactful customer engagements, workshops, launches and solution showcases.
• Maintain content, solution demonstrations and storytelling narratives relevant to Saint-Gobain businesses and solutions.
• Ensure operational excellence, facility readiness, visitor experience quality and safety compliance.
• Coordinate Digital & IT-enabled experiences including interactive displays, analytics, AI-enabled experiences and phygital engagement platforms.
• Drive governance, utilization tracking, visitor feedback, continuous improvement and action closure mechanisms.
• Act as a key interface with academic institutions and non-customer agencies to strengthen awareness, advocacy and thought leadership

Skills

Customer engagement

Executive presence

Experience design

Storytelling

Stakeholder management

Operational governance

Safety mindset

Cross-functional collaboration

Education

Bachelor's Degree in Architecture or Civil Engineering

Job description

Purpose Of The Role

To manage the Saint-Gobain Knowledge Center as a flagship experience, engagement and thought-leadership platform for Light & Sustainable Construction by translating Saint-Gobain India's integrated solutions into curated, high-impact experiences for the construction ecosystem, students, young architects, academic partners and other stakeholders. The role is responsible for ensuring the center operates as a strategic platform for customer engagement, advocacy, academia collaboration, ecosystem influence and solution storytelling rather than merely a product display space

Purpose Of The Role

To manage the Saint-Gobain Knowledge Center as a flagship experience, engagement and thought-leadership platform for Light & Sustainable Construction by translating Saint-Gobain India's integrated solutions into curated, high-impact experiences for the construction ecosystem, students, young architects, academic partners and other stakeholders. The role is responsible for ensuring the center operates as a strategic platform for customer engagement, advocacy, academia collaboration, ecosystem influence and solution storytelling rather than merely a product display space

Job Summary

The Manager – Knowledge Center & Customer Experience will own the end-to-end functioning of the Knowledge Center as a premium customer-facing platform. The incumbent will:

• Design and manage differentiated visitor journeys across the Knowledge Center experience zones.
• Engage a diverse set of stakeholders including architects, consultants, developers, contractors, students, academia, industry associations and government bodies.
• Collaborate closely with Sales, Marketing, Business Units, Product & Technical teams to deliver impactful customer engagements, workshops, launches and solution showcases.
• Maintain content, solution demonstrations and storytelling narratives relevant to Saint-Gobain businesses and solutions.
• Ensure operational excellence, facility readiness, visitor experience quality and safety compliance.
• Coordinate Digital & IT-enabled experiences including interactive displays, analytics, AI-enabled experiences and phygital engagement platforms.
• Drive governance, utilization tracking, visitor feedback, continuous improvement and action closure mechanisms.
• Act as a key interface with academic institutions and non-customer agencies to strengthen awareness, advocacy and thought leadership

Key Performance Indicator

Experience & Engagement

• Visitor satisfaction and experience quality across stakeholder groups
• Increased utilization of the Knowledge Center across Business Units, Sales, Marketing, Leadership, Skill Development, CSR, Academia and Advocacy functions
• Number and quality of ecosystem engagements, workshops, customer cohorts and learning sessions conducted

Operations & Governance

• Operational readiness and facility excellence
• Digital platform uptime and exhibit readiness
• Safety compliance and incident-free operations
• Timely closure of visitor feedback and improvement actions

Business Impact

• Generation of business engagement opportunities through customer visits
• Advancement of advocacy initiatives and academia collaborations
• Creation of ecosystem influence and thought-leadership outcomes

Education (Preferred Degree)

• Education: Bachelor's Degree in Architecture, Civil Engineering or a related discipline

Experience

Job Knowledge/Work Experience:

• 10–15 years of experience in customer engagement, construction ecosystem engagement, technical sales, marketing, business development or experience center management
• Strong interaction experience with architects, consultants, developers, contractors, academic institutions, industry partners and business teams

Knowledge

• Understanding of construction industry segments and the domains where Saint-Gobain operates
• Ability to connect products and solutions with customer outcomes related to sustainability, comfort, safety, productivity and lifecycle performance
• Strong understanding of experience center operations, visitor engagement and stakeholder management
• Working knowledge of digital and IT-enabled experience center technologies and platforms.

Skillsets

• Customer engagement and executive presence
• Experience design and storytelling
• Stakeholder and ecosystem management
• Operational excellence and governance
• Safety-first mindset
• Cross-functional collaboration
• Digital and IT coordination
• Learning facilitation and communication