Job Title: Project Head Client Communication & Delivery
Location: Moradabad or Noida (with regular site visits)
Reporting To: COO
Salary: 8 - 10 Lacs per annum + Performance-Based Incentives
Company Overview:
Sutra Luminis is a leading name in luxury bespoke decorative lighting, renowned for its craftsmanship and attention to detail. Our clients include top hotels, builders, and interior designers. As we scale, managing complex client requirements and overseeing detailed installations have become pivotal to our success.
Role Overview:
The Project Head Client Communication & Delivery is responsible for ensuring that projects are delivered as per client expectations, overseeing everything from production to final site installation. This role requires strong project ownership, meticulous monitoring of daily milestones, and close coordination with the internal production team, installation team, and the client. Ensuring that all project phases run smoothly and maintaining constant communication with clients are key to this role.
Key Responsibilities:
1. Client Communication & Relationship Management:
- Act as the primary point of contact for clients, ensuring clear communication regarding project progress, delivery timelines, and daily updates.
- Address and manage day-to-day client requests promptly, ensuring high levels of client satisfaction throughout the project lifecycle.
2. Project Ownership & Delivery:
- Take full ownership of each project, ensuring timely delivery of the product and coordinating the site installation with the dedicated installation team.
- Monitor all stages of the project, from production at the plant to the final installation at the site, ensuring that they meet client expectations.
3. Strict Monitoring & Daily Milestones:
- Implement a detailed monitoring system to track the projects progress daily, ensuring that every milestone is met as scheduled.
- Anticipate potential issues and take swift action to prevent delays or disruptions.
4. Timely Decision Making & Escalation:
- Make critical decisions on a day-to-day basis to keep the project moving forward.
- Escalate any unresolved issues to higher management while keeping the client informed and the project on track.
5. Coordination with Factory & Installation Teams:
- Collaborate closely with the production teams to ensure that products are manufactured on time and meet the required standards.
- Coordinate with the installation team for seamless execution at the client site, while maintaining overall responsibility for successful project delivery.
6. Client-Site Installation Coordination:
- Ensure that the installation team follows project plans and client specifications during on-site installation.
- Oversee key points in the installation process and intervene when necessary to ensure smooth execution.
7. Client Satisfaction & Feedback:
- Maintain client satisfaction by ensuring consistent communication, addressing their concerns, and delivering projects on time.
- Conduct post-completion feedback sessions to identify areas for improvement and ensure continuous client engagement.
Key Success KPIs:
- 100% on-time project delivery and installation.
- Consistent communication and transparency with clients, leading to a high client satisfaction rating.
- Proactive problem-solving to minimize delays and keep the project on track.
Candidate Profile:
- 8-12 years of experience in project management or client-facing roles, preferably within industries that deal with bespoke or custom-made products (lighting, furniture, etc.).
- Strong leadership, organizational, and communication skills to manage client expectations and internal teams effectively.
- Proven ability to take ownership of projects, manage multiple stakeholders, and ensure smooth coordination between departments.
- Experience in managing on-site installations, with the ability to collaborate with installation teams while maintaining project accountability.
- Problem-solving mindset with a focus on timely execution and client satisfaction.
By joining Sutra Luminis as the Project Head Client Communication & Delivery, you will play a pivotal role in ensuring our bespoke lighting projects are delivered to the highest standards, strengthening our client relationships and ensuring successful project execution from start to finish.
