Senior Relationship Manager

SmartQ; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

SmartQ is hiring a Senior Relationship Manager to build and sustain strategic client relationships across our global accounts. You will drive retention, growth, and service excellence while coordinating operations and vendor partnerships. This role demands strong leadership, strategic thinking, and a customer-first mindset.

You will lead client reviews, craft proposals, and ensure profitable account management with cross-functional teams including food operations, finance, and technology.

Qualifications

• 5+ years of experience, with at least 4 years in a similar role.
• Excellent written and verbal communication skills.
• Strong ability to manage multiple client relationships and drive growth.
• Experience leading on-site teams and coordinating with cross-functional teams.
• Knowledge of HSEQ and food safety standards.

Responsibilities

• Be primary contact for key clients, ensuring high service standards and strong relationships.
• Lead client meetings, business reviews, and assess performance to identify improvements.
• Drive client retention, NPS improvement, and long-term account growth.
• Oversee day-to-day client operations across sites, ensuring adherence to SLAs and budgets.
• Collaborate with vendors and internal teams to optimize menus, service delivery, and profitability.

Skills

Relationship management

Client engagement

People leadership

Communication skills

Food service operations knowledge

HSEQ knowledge

Education

Hotel Management diploma/degree

Job description

SmartQ is redefining how the world experiences food. As a next-generation food-tech innovator, we solve real operational challenges through empathy-led insights and powerful technology. Our mission is clear: to elevate everyday dining into a seamless and meaningful experience.

In the last decade, we’ve transformed cafeteria and food operations across industries with scalable, cutting-edge solutions. Operating in 14 countries and backed by Compass Group- a $60B global foodservice leader SmartQ continues to push the boundaries of what modern food-tech can achieve.

Since our inception in 2015, we’ve become a trusted partner for corporates, hospitals, universities, and food courts worldwide. With a bold vision to become the world’s largest B2B food-tech company, we connect people through exceptional food experiences powered by advanced technology. Today, we proudly serve 400+ global clients, including leaders like Google, HSBC, Amazon, and Wells Fargo.

At the heart of SmartQ is a culture shaped by four core pillars:

Great People | Great Food | Great Experience | Greater Good

These values inspire collaboration, innovation, humility, and a relentless pursuit of excellence.

To dive deeper into what drives us, explore our cultural pillars on the SmartQ LinkedIn ‘Life’ page. It offers an authentic glimpse into the journey you could be part of: https://www.linkedin.com/company/smartq-bottlelabs/life/cdc290f8-ff81-4e7f-9c96-37d842f936c4/?viewA…

Are you excited to join our team as Senior Relationship Manager?

Do you enjoy carrying out operations efficiently and feel enthusiastic about maintaining mutually beneficial relationships with clients? If your answer is a resounding yes, then we are hunting for you.

As a Senior Relationship Manager at SmartQ, your primary goal will be to ensure client satisfaction, retention, and growth of the business. Fostering, sustainable, and profitable relationships with key clients to maximize business opportunities lies at the heart of this role. In addition, a combination of interpersonal skills, strategic thinking, and a deep understanding of the clients and products will keep you functioning a cut above the rest.

If you are a dynamic, results-oriented manager with a proven track record in steering MNCs toward unprecedented success, we invite you to seize this opportunity to make a profound impact on our global presence.

Client and Account Management

• Act as the primary point of contact for key clients, ensuring high service standards and strong relationships.
• Lead regular client meetings, food committee discussions, and business reviews to assess performance and identify improvement areas.
• Drive client retention, Net Promoter Score (NPS) improvement, and long‑term account growth.
• Develop and present quotes, proposals, and commercial recommendations aligned with client requirements.

Operations Management

• Oversee day‑to‑day food service operations across client sites, including buffet services, Special events, pop‑up counters, and ad‑hoc requirements.
• Ensure operations are executed as per SmartQ standards, SLAs, contract terms, and statutory regulations.
• Monitor food quality, service delivery, hygiene, and safety standards across all units.
• Ensure efficient utilization of resources, people, utilities, and technology.
• Manage manpower planning and scheduling within approved budgets, aligned with sales and demand.
• Manage end‑to‑end vendor relationships, including onboarding, negotiations, performance evaluation, and compliance.
• Work closely with vendors to improve sales performance, introduce new menus and meal concepts, and reduce food wastage.
• Ensure timely vendor payments, accurate documentation, and issue resolution.
• Support partners with operational insights and best practices for improved efficiency and profitability.
• Own P&L management, budgeting, forecasting, and expense control for assigned accounts.
• Coordinate with the finance team for timely and accurate invoicing and payment follow‑ups.
• Conduct food wastage analysis and implement cost‑optimization initiatives.
• Drive upselling and cross‑selling opportunities to increase account revenue.

Compliance, Audits & HSEQ

• Ensure strict adherence to HSEQ, food safety, and statutory compliance standards.
• Conduct and manage transactional audits, QHSE audits, and site inspections.
• Prepare and implement corrective action plans in coordination with the HSEQ team for non‑conformities.
• Maintain accurate documentation and audit records for clients and internal reviews.

Data Analytics and Reporting

• Use data analytics to track performance, identify trends, and drive operational improvements.
• Prepare Monthly Business Reviews (MBR), MIS reports, and client presentations.
• Leverage insights from client feedback, surveys, and audits to improve service quality and menu engineering.

Team and Stakeholder Management

• Lead, mentor, and motivate on‑site teams, fostering a culture of ownership, accountability, and empathy.
• Ensure people retention, performance management, training, and engagement at site level.
• Collaborate closely with internal teams, technology, finance, HSEQ, and central operations, to ensure seamless service delivery.
• Maintain continuous coordination with the technology team for smooth functioning of SmartQ food‑technology platforms.

Branding & Growth Initiatives

• Support branding and marketing initiatives at client locations.
• Communicate updates on new product offerings, service enhancements, and operational developments.

Qualifications:

• Overall, 5+ years of experience, with a minimum of 4 years in a similar role.
• Graduate/Diploma in Hotel Management or related discipline.
• Flexible and willing to take on various tasks to support team efforts.
• Excellent written and verbal communication skills. Sound knowledge and experience working with food, technology, and leveraging people.
• Results‑oriented, accountable, and able to hold others accountable.
• Proven experience in managing successful teams in a similar environment.
• Basic Food Hygiene certificate and knowledge of HSEQ standards.
• Self‑motivated, agile, and able to adapt to a changing environment.

Message from CEO:

We've come to realize that we're not merely in the B2B Food service industry; we're in the business of 'Capturing Hearts.' We find ourselves in a unique position to turn ordinary, mundane corporate cafeterias into places of pure delight, where individuals can freely express themselves, find inspiration, and share happiness. Such a profound transformation opportunity is a rare gift, where the purpose of our enterprise transcends the ordinary. If this vision resonates with you, we invite you to join us in our mission to spread joy and happiness in a world weighed down by stress and pressure. Together, let's play our part in making this world a more beautiful place.