Manager - Experience Center

Location: Bangalore Hebbal.

Organisation - The organisation is a Japanese Multinational in printing and imaging solution business with significant presence in India.

The role is for its newly built Experience Center.

Role Purpose:

The Manager-Experience Center is responsible for the day-to-day operations of the Experience Center in India, with a strong focus on ensuring exceptional client satisfaction through comprehensive product showcasing, and detailed product explanations.

This role emphasizes managing the facility and ensuring a conducive environment for both clients and employees.

Key Responsibilities:.

Client Experience Management & Product Expertise:.

- Ensure consistent delivery of high-quality client service across all channels (phone, email, chat, in-person).

- Act as a product expert, ensuring comprehensive knowledge of all products and services offered.

- Provide detailed explanations and demonstrations of products, addressing client inquiries and concerns.

- Implement and maintain client satisfaction measurement systems (e. , surveys, feedback forms).

Operational Management:.

- Oversee daily operations of the Client Experience Center.

- Manage resources effectively, including staffing, technology, and budget.

- Develop and deliver training programs to enhance team members' skills and knowledge, including in-depth product training.

- Stay up-to-date on industry best practices and emerging trends in client experience and product knowledge.

Facility Management:.

- Manage and maintain the physical infrastructure of the center, ensuring a safe, clean, and efficient environment.

- Oversee facility maintenance, repairs, and upgrades.

- Manage vendor relationships related to facility services (e. , cleaning, security, IT support).

- Ensure the availability and functionality of all necessary equipment and resources, including product display areas.

- Manage the layout and design of the center to optimize client and staff experience, with specific focus on product showcasing areas.

- Ensure compliance with all relevant safety and regulatory requirements.

- Manage facility budgets and expenses.

Stakeholder Management:.

- Collaborate with other departments (e. , sales, marketing, product development) to ensure seamless client experience and accurate product representation.

- Build and maintain strong relationships with key stakeholders.

- Represent the Client Experience Center in internal and external meetings.

Required Skills and Qualifications:.

- Masters in business administration, management, or a related field.

- 8+ years of experience in managing a client experience center with experience in product showcasing and explanation preferably in a premium segment.

- Strong communication and interpersonal skills, with excellent presentation abilities.

- Well groomed and proficient in etiquettes.

- Proficiency in using client relationship management (CRM) software and other relevant tools.