City Lead - Ultra Luxury

• Collaborate with the Lead to implement ultra-luxury residential management strategy across North region, supporting market opportunity analysis and go-to-market execution
• Assist in P&L management by monitoring revenue streams, cost optimization initiatives, and margin analysis
• Support annual business planning processes, contribute to financial projections, and help track performance against growth milestones while ensuring sustainable contributory margins
• Oversee day-to-day operations of regional teams and provide direct support to estate managers across luxury properties under Brightstone management
• Implement performance management frameworks at the operational level, conduct regular team assessments, and support career development initiatives
• Lead operational aspects of talent acquisition, coordinate training programs, and ensure consistent application of performance metrics across all sites
• Drive implementation of service level agreements for ultra-luxury clients, ensuring adherence to response times, resolution protocols, and progress reporting standards
• Monitor and analyze key performance indicators including client satisfaction tracking, operational efficiency metrics, site-level performance, and service delivery quality
• Maintain performance dashboards and provide regular reporting to senior leadership with actionable insights and improvement recommendations
• Support client engagement initiatives by managing operational aspects of developer/condominium/RWA relationships
• Coordinate exclusive property events, manage client communication protocols, and ensure seamless service delivery across all touchpoints
• Serve as backup relationship manager for key accounts and lead resolution of operational challenges to maintain service excellence standards
• Support contract management processes by ensuring operational compliance with agreement terms and SLA requirements
• Coordinate with legal and compliance teams on contract implementation, maintain operational documentation, and track performance metrics against contractual obligations
• Manage renewal preparation processes and support contract negotiation activities
• Conduct market research and competitive analysis across key Indian luxury markets including Mumbai, Delhi NCR, and Bengaluru
• Support pricing strategy development, maintain competitive positioning databases, and contribute to market intelligence reporting
• Monitor industry trends and provide operational insights to inform strategic decision-making
• Lead operational aspects of property transition processes, coordinating with internal teams including legal, HR, client representatives, and operations
• Ensure smooth onboarding of new properties through standardized processes and quality assurance protocols
• Drive process improvement initiatives based on operational feedback and best practices implementation
• Establish and maintain quality assurance protocols for ultra-luxury service delivery, including regular audits and compliance monitoring
• Implement standardized operating procedures, coordinate training on service standards, and ensure consistent application across all properties
• Lead continuous improvement initiatives and operational optimization projects

• Minimum 6-10 years in luxury real estate or high-end service industries with at least 3-4 years in India's luxury market segment
• Experience supporting P&L operations with exposure to ₹5-7 crore revenue accountability
• Proven track record in team management with experience leading 3+ direct reports and coordinating cross-functional teams
• Demonstrated expertise in performance monitoring, SLA management, and service delivery excellence
• Experience implementing quality assurance programs and managing client service operations
• Strong background in process improvement and operational efficiency optimization
• Proven ability to support senior leadership while managing independent operational responsibilities
• Solid understanding of India's luxury real estate market dynamics, regulatory environment, and industry best practices
• Knowledge of property management operations, client service protocols, and luxury market standards
• Strong analytical abilities with experience in performance measurement and operational reporting
• Developing relationships within luxury real estate ecosystem including developers, service providers, and industry professionals
• Demonstrated ability to support business development activities and client relationship management
• Excellent communication skills in English and Hindi
• additional regional languages beneficial
• Strong analytical and problem-solving abilities for operational challenges
• Proficiency in CRM systems, reporting tools, and performance management platforms
• High attention to detail and discretion when handling confidential information
• Understanding of modern property management technologies and digital service delivery platforms
• Bachelor's degree in Hotel Management and experience of managing hotels, knowledge of operations

Competitive salary package with performance-based incentives tied to operational metrics and revenue support contributions