Cluster Manager

Location: Bangalore, Karnataka, India
Employment Type: Full-time
Number of Positions: 1
Experience: 6–12 years

About the Company

We are a provider of sustainable, custom-built office solutions, offering flexible coworking, built-to-suit, and managed office spaces. We are committed to enriching the workspace experience through innovative designs and exceptional services.

Role Overview

We are seeking a dynamic, business-focused Cluster Manager to oversee end-to-end operations, commercial performance, and client experience across multiple centres. The ideal candidate will have strong operational expertise, revenue ownership, team leadership, and stakeholder management experience in coworking, hospitality, commercial real estate, facility management, or workspace operations.

Key Responsibilities

Centre Operations and Service Excellence

• Oversee day-to-day operations across assigned centres.
• Deliver a hospitality-first experience across all client touchpoints.
• Maintain high standards of infrastructure, housekeeping, hygiene, and safety.
• Resolve client escalations proactively and promptly.
• Ensure adherence to SOPs, operational audits, and compliance standards.

Commercial Ownership

• Own occupancy, revenue, and profitability performance across assigned centres.
• Collaborate with Sales and Business Development teams on closures and pipeline reviews.
• Drive client renewals, upselling, and cross-selling opportunities.
• Monitor occupancy, revenue per seat, centre profitability, and utilisation metrics.
• Support pricing strategy, inventory planning, and revenue optimisation initiatives.

Client Experience and Community Management

• Build and maintain relationships with enterprise clients and key stakeholders.
• Drive client retention and renewal strategies.
• Improve customer satisfaction, feedback scores, and overall experience.
• Lead community engagement activities, networking events, and client initiatives.
• Conduct regular meetings with landowners and manage stakeholder relationships.
• Manage manpower and vendor agencies through monthly review meetings.

CRM Ownership and Revenue Execution

• Ensure effective CRM usage across centres and complete lead-lifecycle tracking.
• Monitor lead capture, pipeline movement, conversions, onboarding, and renewals.
• Improve lead-to-visit, visit-to-closure, and renewal conversion ratios.
• Work with Sales and Marketing on lead quality, campaign effectiveness, and revenue tracking.
• Generate dashboards and insights on occupancy trends, client behaviour, and revenue forecasting.
• Maintain CRM discipline, data hygiene, and adoption across teams.

Team Leadership and Capability Building

• Lead and mentor Centre Managers and operations teams across locations.
• Conduct performance reviews, one-to-ones, and goal-tracking discussions.
• Build a high-performance, customer-centric culture.
• Train teams on CRM usage, client handling, service excellence, and operational best practices.
• Ensure alignment with organisational values and business objectives.

Cross-Functional Coordination and Reporting

• Collaborate with Sales, Marketing, Finance, HR, IT, and Projects teams.
• Drive closure of operational and commercial gaps through cross-functional coordination.
• Share regular MIS reports on occupancy, revenue, pipeline health, and operational performance.
• Ensure timely execution of business initiatives and leadership priorities.

Preferred Candidate Profile

• 6–12 years of experience in operations, hospitality, coworking, commercial real estate, or facility management.
• Strong exposure to multi-centre operations and revenue ownership.
• Proven experience in client relationship management and team handling.
• Good understanding of CRM tools, reporting, and business metrics.
• Strong communication, stakeholder management, and leadership skills.
• Ability to manage multiple centres and drive operational excellence.

Preferred Industry Background

• Coworking or managed office spaces
• Commercial real estate
• Hospitality
• Facility management
• Workspace operations