Customer Experience & Site Operations

Key Responsibilities :

Sites & Portfolio Ownership Take end-to-end ownership of Experience & Hospitality Operations across assigned projects

within the zone, prioritising readiness, risks, interventions and consistent delivery of defined standards.

• Site Readiness & Launch Execution Own readiness of assigned projects from pre-opening preparation through launch and

post-launch stabilisation, ensuring customer-facing environments are ready to deliver the intended experience.

• Readiness Assessment & Closure Conduct structured site assessments covering customer experience, hospitality,

facilities, brand presentation, technology, safety, functionality and operational requirements; identify gaps and drive them

through closure.

• Customer Experience & Quality Assurance Assess each location through a customer lens, ensuring presentation,

functionality, comfort, cleanliness, hospitality and service readiness meet defined standards.

• Cross-Functional Coordination & Closure Work closely with Technical, Design, Marketing, Sales, Facilities, IT, Procurement

and other teams to manage dependencies, resolve readiness issues and achieve agreed milestones.

• Launch Planning & Execution – Develop project-wise readiness plans, track critical timelines, identify risks early and ensure

customer-facing requirements are completed before opening.

• Operational Experience Reviews – Conduct regular post-launch reviews to ensure customer-facing environments continue to

meet defined experience, hospitality, presentation and operational standards.

• Risk, Escalation & Problem Solving – Identify readiness and operational risks early, recommend practical solutions and

escalate critical dependencies requiring leadership intervention.

• Cost & Resource Effectiveness – Monitor readiness and operational requirements, identify opportunities for standardisation,

resource efficiency and cost optimisation without compromising customer experience or quality.

• Vendor & Partner Coordination – Work with functional owners and service partners to monitor quality, timelines and service

outcomes and drive corrective actions where required.

• Performance Tracking & Reporting – Maintain project readiness trackers, action plans, risk status, closure timelines and

performance measures, providing clear visibility to the GM and leadership.

• Continuous Improvement & Standardisation – Capture project learnings, identify recurring issues and support development

of standard solutions, specifications, checklists and practices that improve future launches and operations.

Qualicication :

• Bachelor’s degree in Hotel/Facilities Management, Project Management, Hospitality Management, Business Administration or a related discipline.
• 6–8 years of relevant experience in site operations, facilities, project coordination, launch readiness, hospitality operations or multi-site customer-facing environments.
• Experience managing multiple sites/projects and cross-functional stakeholders preferred.
• Working knowledge of customer-facing facilities, services, operational readiness and site infrastructure.
• Experience in real estate, hospitality, retail or other multi-site operations preferred.
• Strong exposure to site inspections, snag closure, partner coordination and operational readiness.
• Ability and willingness to travel regularly across assigned projects.
• Experience in real estate, hospitality, retail or other multi-site operations will be preferred.
• Q trong exposure to site inspections, snag closure, vendor coordination and operational readiness will be an advantage.