General Manager - CEG

The role will be responsible to: · Developing trust relationships with a portfolio of major clients to ensure they do not turn to competition · Acquiring a thorough understanding of key customer needs and requirements · Competition mapping/ market intelligence. · Handle complaints and problems in a timely and effective manner with closure. · Liaison between key customers and internal teams · Expanding the relationships with existing customers by continuously proposing solutions that meet their objectives · Identify and approach new potential strategic customers · Monitor sales performance metrics · Liaison & work closely with Sales & Operations

OBJECTIVE - CLIENT RETENTION & GROWTH Each asset, client, or region is assigned a SAMG Program Head who acts as the main coordinator and single point of contact, streamlining communication with the client and ensuring internal coordination with teams, preventing the use of multiple communication channels. STAGE 1 – Pre-Operations · Organize an all-hands project kick-off call once the client reaches High Probability status. · Collaborate with Sales to ensure proper governance by having all teams regularly update the tech platform after the client reaches High Probability. · Conduct weekly walkthroughs with Design, Projects, Sales, and Procurement (if required). · Lead periodic client calls/meetings (weekly, bi-weekly, or as needed) with senior representation from Legal, Design, and Procurement. · Oversee the governance of the HOTO (Handover/Takeover) process between Project Construction and TS Services. · Take ownership of finalizing the snag list and drive Projects/Operations teams to adhere to timeline commitments. Pre-opening snagging should be completed 10 days before handover. · Conduct walkthroughs 7 days before handover to ensure compliance with quality standards and maintain clear communication. · Ensure ownership of timelines and commitments outlined in the Client Contract. STAGE 2 - Post Operations: · Participate in Monthly Management Reviews (MMRs) and hold quarterly meetings with the client principal, involving senior leadership or local Sales leadership as needed. · Based on internal evaluations and client feedback, assess and incorporate new formats with REG and Projects, such as F&B, creche, gym, etc., if applicable. · Collaborate with Sales to explore opportunities for future expansion and growth within India. · Ensure timely rent collection in accordance with the contract terms. · Conduct regular client surveys, including a Project Onboarding survey 10 days after delivery (D+10), a quarterly operations survey, and a bi-annual Client Satisfaction (C-SAT) survey every six months.