Job Description

Client Relations Head (Client Relations & Facility Operations Leadership)

Location : Bengaluru (HQ) with travel across managed centres/portfolio

Experience : 10-16 years, with a strong background in Facility Management (core FM, not hospitality)

Reports To : Co-founder, COO

Team Size : 30-40 direct/indirect team members across sites

Employment Type : Full-time

Role Overview :

The Client Relations Head will own the client relationship layer across our managed accounts, ensuring every large account experiences consistent, high-quality service delivery. This is a hands-on leadership role that sits at the intersection of facility operations and client experience - the person will need to be technically credible on facilities while also being the face of us in front of large, marquee clients. This role is central to our leadership pipeline: we are looking for someone in the right window of their career to step up from a strong operational leader into a client-facing, people-leading role of significant scale.

Key Responsibilities :

- People Leadership: Lead, mentor, and motivate a team of 30-40 facility and client-facing professionals across multiple sites, building capability and a strong service culture.

- Facility Operations Oversight: Bring hands-on technical understanding of facility management (hard and soft services, compliance, vendor management, audits, SLAs) to ensure operational delivery meets our standards.

- Customer Success Integration: Anchor the customer success function under this role (subject to right-fit hiring), with all client escalations and relationship management rolling up to this individual.

- Client Representation: Represent us in front of large enterprise clients and GCCs - in QBRs, escalation calls, and strategic reviews as a credible, presentable senior leader.

- Cross-functional Coordination: Work closely with the existing Key Account Management team; partnership and upsell activity remains outside this role's scope but requires close coordination.

- Process & Standards: Build scalable playbooks for service delivery, escalation management, and client communication that hold up as our portfolio grows.

- Reporting & Reviews: Own client health metrics, escalation trends, and service KPIs, presenting these to leadership on a regular cadence.

- Service Delivery & Site Operations: Own facility uptime and day-to-day service delivery standards across all managed sites, ensuring consistent execution against agreed SLAs.

- Customer Experience & Engagement: Own NPS strategy and client retention across accounts, treating customer experience metrics as a core leadership priority.

- Vendor Management & SLA Compliance: Negotiate and manage vendor contracts and AMC integrations for facility services, holding vendors accountable to agreed SLAs.

- Preventive Maintenance & Compliance: Own the site-wide safety and compliance matrix, partnering with legal and infrastructure teams to stay audit-ready at all times.

- Cost Control & Operational Budgeting: Own the operations budget, partnering with finance on forecasting and driving cost efficiency without compromising service quality.

- Data Reporting & MIS: Present operational and client health metrics to leadership on a regular cadence, ensuring reporting accuracy and hygiene.

- Expansion Handover & New Floor Onboarding: Sign off on go-live readiness for new floors/sites, managing cross-functional dependencies to ensure smooth handovers.

- Process Improvement & SOP Governance: Introduce new SOPs and tools to improve service delivery, and drive adoption across teams.

- Crisis Management & Escalations: Own major incident response and escalation management, acting as the senior point of contact before matters reach leadership.

- Retention & Renewal: Partner closely with Key Account Management to protect client retention and renewal outcomes through consistent service delivery.

- Revenue Growth / ASR: Support account revenue growth (ASR) indirectly by ensuring the service quality and client trust that underpin upsell and renewal conversations (owned by Key Account Management).

Ideal Candidate Profile

- Background: Core facility management background strongly preferred (not hospitality).

- Experience: 10-15 years of overall experience - the right window to step into a larger leadership role.

- Career Trajectory: Currently operating at a senior facilities/operations level and ready to grow into a broader client relationship and people-leadership mandate.

Key Hiring Criteria

- People Management: Demonstrated ability to lead, motivate, and retain teams of 40-50 people across dispersed sites.

- Client-Facing Presence: Presentable, articulate, and comfortable representing the company in front of large enterprise accounts and senior stakeholders.

- Technical Depth (non-negotiable): A genuine, hands-on understanding of facilities management.

- Candidates from a pure customer success background typically cannot bridge this gap credibly - whereas a strong facilities leader who is also presentable and client-savvy is the right profile.

- The Ideal Fit: Someone who combines facilities expertise with customer success capability. This combination is rare - technical credibility should not be compromised in the search for polish.

- Technical facilities depth is the anchor requirement for this role. A candidate who is strong on client-facing skills but lacks facility credibility will struggle to earn the trust of the team and should not be advanced over a technically strong candidate.

Scope & Reporting Structure :

- Customer Relations will report into this role, once the right candidate is onboarded, this is our intended structure and a key part of the role's mandate.

- All client escalations and relationship management will roll up to this individual.

- Key Account Management already exists as a function; this role anchors and strengthens the client relationship layer alongside it.

- Partnerships and upsell activity remain outside the scope of this role and continue to sit with other teams.

Our Values :

8 principles that define how we work, grow, and show up every day :

- 1. Pride in the Brand - The UV Standard. Our name means something. We show up worthy of it every day.

- 2. Customer Wins Are Our Wins - We don't just lease space. We earn trust. When they win, we win.

- 3. Ownership Over Excuses - Hold the keys, all the way. We don't hand problems back. We close them.

- 4. Build Like It Scales - Build for the tenth floor, not the first. Every process should work at 10 our current size.

- 5. Speed With Direction - Move fast. Know where you're going. Speed without clarity is just noise.

- 6. Integrity in Every Action - Do the right thing, even when no one's watching. Our word is our foundation.

- 7. Communicate Clearly & Directly - Glass walls, open doors. No hidden corridors. Say it straight.

- 8. Grow Together - No silos. One floor plan. We build leaders, invest in people, and win as one team.

What We Offer :

- A leadership mandate with real scope, own the client relationship layer for a fast-growing portfolio.

- Competitive compensation, commensurate with experience, plus performance-linked incentives.

- Group health insurance for self and family, and accident cover.

- A clear growth path - we invest in building leaders from within (per our "Grow Together" value).

- Structured learning & development support for both technical and leadership skills.

- A collaborative, low-hierarchy culture where direct communication is the norm.

- The opportunity to shape a brand-new function (Customer Success + Client Relations) from the ground up.