Client Relations Head

Location: Bengaluru

Experience: 12-15 years

Employment Type: Full-time

Reporting To: Co-founder / COO

Role Overview:

We are looking for a Client Relations Head to lead client relationships and facility operations across a growing managed workspace portfolio. This is a hands-on leadership role combining core facility management, client relationship management, service delivery, and multi-site operations. The ideal candidate should have strong technical knowledge of facilities along with the ability to manage enterprise clients, senior stakeholders, escalations, and large teams.

Key Responsibilities:

- Lead, mentor, and manage a 3040 member facility and client-facing team across multiple sites.

- Oversee facility operations including hard services, soft services, maintenance, compliance, audits, vendors, and SLAs.

- Manage relationships with enterprise clients and GCCs through QBRs, strategic reviews, and escalation calls.

- Own client escalations, service recovery, client health, and relationship governance.

- Drive NPS, customer experience, service quality, and client retention.

- Work closely with the Key Account Management team on retention and renewal.

- Develop SOPs, service playbooks, escalation frameworks, and operating standards.

- Manage facility vendors, AMC contracts, service partners, and SLA compliance.

- Ensure preventive maintenance, safety, statutory compliance, and audit readiness.

- Manage operational budgets, cost control, forecasting, and service efficiency.

- Track and present operational KPIs, client health metrics, SLA performance, and escalation trends.

- Oversee new floor/site onboarding and operational readiness before go-live.

- Lead major incident response and crisis management.

- Drive continuous improvement through processes, technology, MIS, and operational governance.

- Support account growth indirectly through service quality, client trust, retention, and renewals.

Ideal Candidate Profile:

- 12-15 years of experience in Facility Management, Integrated Facility Management, Workplace Operations, or Corporate Facilities.

- Strong core facility management experience is mandatory. Hospitality profiles are not preferred.

- Experience managing multi-site, regional, or cluster facility operations.

- Experience managing teams of 3050+ professionals across multiple locations.

- Strong understanding of hard and soft services, preventive maintenance, vendor management, AMC, compliance, audits, and SLA management.

- Experience handling large enterprise clients, GCCs, senior stakeholders, QBRs, and escalations.

- Strong communication, presentation, stakeholder management, and relationship-building skills.

- Experience in operational budgeting, MIS, KPI reporting, process improvement, and SOP governance.

- Should be ready to move from a strong facilities/operations leadership role into a broader client-facing and people leadership position.

Preferred Candidate Background:

Candidates from Integrated Facility Management companies, IPCs, property consultants, commercial real estate, workplace management, and corporate facilities are preferred. Candidates with experience across Facility Management, Projects, and Client Management will be particularly relevant.

Key Hiring Criteria:

- Strong technical facility management expertise is non-negotiable.

- Proven people management experience across multiple sites.

- Strong client-facing and communication skills.

- Ability to manage enterprise clients and senior stakeholders.

- Strong ownership of service delivery, SLAs, vendors, compliance, maintenance, budgets, and incidents.

- Customer-centric approach with a focus on NPS, retention, and service quality.

- Candidates from pure Customer Success, Hospitality, or Relationship Management backgrounds without strong FM experience will not be suitable.

Scope of the Role:

- Own the Client Relations function across managed accounts.

- Customer Relations will report into this role as the function scales.

- Own major client escalations and relationship governance.

- Work closely with the existing Key Account Management team.

- Partnerships and direct upselling remain outside the scope of this role.

- Report directly to the Co-founder / COO.

Location:

Bengaluru with travel across managed centres / portfolio.