Head - Customer Experience & Delivery Excellence

You have spent your career making people feel like the most important guest in the room. You have led teams that anticipated needs before they were spoken, resolved concerns before they became complaints, and turned difficult moments into lasting impressions.

Now, we are asking a bold question — What if that level of care, that 5-star standard of service, became the promise we made to every client who receives a space built by us? That is exactly what we are building. And we want you to lead it.

As Head – Customer Experience & Delivery Excellence, you will own the most human part of our business: the moment a client takes possession of a space we built for them, and every moment that follows.

You will translate your deep understanding of luxury service — the SOPs, the empathy, the obsessive attention to detail, the white-glove approach to client handling — and apply it to post-handover commercial interiors delivery. You will be the difference between a client who quietly accepts imperfection and one who feels genuinely heard, cared for, and delighted.

- Think of it this way: Your team has the technical skills. You bring the service culture. Together, you ensure no client ever feels forgotten after the keys are handed over

CLIENT EXPERIENCE & RELATIONSHIP MANAGEMENT

▸Own the end-to-end client journey from handover through the Defects Liability Period (DLP) — treating every client with the same care a luxury establishment extends to its most valued guest.

▸Establish a structured, proactive communication rhythm — clients hear from you before they feel the need to follow up.

▸Handle escalations with grace, speed, and resolution — transforming a frustrated client into a loyal advocate.

▸Drive client satisfaction benchmarks (NPS, CSAT, resolution timelines) and report them with transparency to leadership.

▸Create signature touchpoints — possession kits, welcome calls, milestone check-ins — that make the experience memorable.

SNAGGING & DEFECT RESOLUTION MANAGEMENT

▸Oversee the complete snagging lifecycle: inspection, documentation, assignment, tracking, and client sign-off.

▸Manage the resolution process by coordinating with the on-ground technical team and vendors — you do not need to fix the issue yourself; you ensure the right person fixes it, on time, every time.

▸Maintain a real-time, transparent dashboard of all open items — visible to leadership, accountable to clients.

▸Enforce turnaround times with the same rigour a hotel enforces housekeeping standards — no exceptions, no open loops.

TEAM LEADERSHIP & CULTURE BUILDING

▸Hire, onboard, and develop a team of 6–10 delivery coordinators from civil and interior fit-out backgrounds, coaching them to deliver with a hospitality mindset.

▸Instil a client-first culture across the team: every interaction is a brand moment; every complaint is an opportunity.

▸Set individual KPIs, conduct regular coaching sessions, and build a high-performance unit that takes genuine ownership.

▸Be a visible, energetic, hands-on leader — on the ground, in client meetings, and in the room when it matters most.

PROCESS DESIGN & GOVERNANCE

▸Design the SOPs, escalation frameworks, and service protocols for this function from scratch — your hospitality expertise is the blueprint.

▸Build structured reporting: weekly MIS, snag resolution rates, client satisfaction scores, and open-item aging reports.

▸Coordinate across internal teams — project delivery, design, procurement — to resolve issues fast and permanently.

▸Ensure complete DLP documentation compliance: warranties, clearance certificates, and handover sign-offs.

"You do not need to have built a wall to lead this function. You need to have built trust — with clients, with teams, and with leadership — at scale"

THE CHARACTER WE ARE HIRING FOR

▸Service DNA You believe every interaction is a chance to build loyalty. You never treat a complaint as an inconvenience.

▸Accountability You own outcomes, not just tasks. If it is open, it is yours — until it is permanently closed.

▸Luxury Standards You know what 5-star means. You have lived it. And you will not settle for anything less.

WHY THIS IS THE ROLE OF A LIFETIME

◆ A Blank Canvas — This function does not exist yet. The SOPs, the team, the culture, the client experience journey — you will design all of it. Your fingerprints will be on every part of it.

◆ Hospitality Meets Commercial Interiors — This is a genuine first. You are not switching careers — you are elevating one. Your hotel background is not just relevant; it is the entire point.

◆ Direct Access to Leadership — You will report to and work closely with the senior leadership team. Your voice will be heard, your ideas will be acted upon.

◆ Real Stakes, Real Impact — These are not hotel rooms turned over daily. These are offices and spaces that organisations have invested heavily in. The impact of your work is lasting.

◆ A Platform That Scales — As we grow our project portfolio, this function grows with it. You are not filling a role — you are building a practice.

Build · Deliver · Delight