General Manager Experience and Hospitality Development

Job description

Job Title General Manager Customer Experience & Hospitality DevelopmentPosition TypeFull TimeFunctionCustomer Experience & HospitalityReports To Vice President Customer Experience & HospitalityLocationCorporate Office Bengaluru Date Posted17th August 2026About UsFounded in 1975, Puravankara Limited is one of Indias most trusted real estate developers, with a legacy of over five decades. Headquartered in Bengaluru, the company has delivered landmark residential and commercial projects across major cities in India. With its two distinct brands Puravankara (premium housing) and Provident Housing (affordable housing), the Group caters to diverse customer segments. Puravankara is known for its quality construction, transparency, and customer-centric approach, and has pioneered innovative designs and sustainable practices in the real estate sector. Over the years, the company has built not just homes, but thriving communities, reflecting its vision of creating spaces that inspire and enhance everyday living. Key Responsibilities • Experience & Hospitality Leadership Lead the Experience and Hospitality Excellence agenda across customer-facing touchpoints, translating Puravankaras brand promise into distinctive, consistent and memorable experiences across projects and brands. • Experience Standards & Service Excellence Define, develop and continuously strengthen Customer Interaction Standards, Hospitality Standards, People Standards, service protocols, SOPs, service scripts, grooming standards and other customer-facing practices that establish a consistent standard of excellence. • People, Culture & Capability Excellence Build a strong customer-first and hospitality-led culture through structured learning frameworks, training modules, coaching, behavioural interventions, certification and continuous capability development, embedding Ownership, Professionalism, Collaboration, Constant Learning and Service Orientation. • Customer Journey & Experience Design Continuously review customer journeys and key moments across physical, people and service touchpoints, identify friction points and opportunities, and translate customer needs and business insights into meaningful experience interventions. • Training & Capability Strategy Build structured training and capability programmes covering customer experience, hospitality, service behaviours, product experience, communication, grooming, service recovery and other identified capability requirements; measure application and effectiveness beyond classroom learning. • Customer Insights & Experience Measurement Establish structured mechanisms for customer feedback, experience audits, service-quality measurement, training effectiveness, benchmarking and experience performance, converting insights into measurable improvement actions. • Hospitality Innovation & Benchmarking Continuously benchmark leading practices across luxury hospitality, aviation, premium retail and other customer-centric industries and adapt relevant practices to elevate Puravankaras customer and hospitality proposition. • Cross-Functional Experience Integration Partner with Sales, Marketing, CRM, CSD, Design, Technical, Facilities, Digital and other functions to embed defined experience standards across customer touchpoints while creating shared ownership for the overall customer journey. • Digital & Experience Enablement Identify opportunities to strengthen customer journeys through technology, digital interventions, data and automation in partnership with relevant functional owners, while maintaining a seamless balance between human and digital experiences. • Commercial & Partner Effectiveness Drive value from experience, hospitality and capability investments through budget discipline, service-partner performance, standardisation and cost optimisation without compromising customer experience or quality. • Standardisation, Scalability & Continuous Improvement Convert successful pilots and practices into repeatable standards, frameworks, toolkits and learning models that can be scaled across projects, locations and brands. • Team Leadership & Development Build a high-performing Experience & Hospitality Excellence team with clear ownership, strong capability, innovation, problem solving, collaboration and disciplined execution. Key Competencies: - • Strategic Experience Leadership Shapes long-term experience and hospitality direction. • Customer-Centric Leadership Places customer needs at the centre of decisions. • People & Culture Leadership Builds capability, behaviours and service culture. • Experience Innovation Challenges existing practices and continuously raises standards. • Collaborative Leadership Influences stakeholders and creates shared ownership. • Commercial & Business Acumen Balances experience, quality, value and cost. • Ownership & Decision Making Takes accountability and enables timely solutions. • Transformation & Execution Excellence Converts vision and standards into sustainable outcomes. Technical Skills • Customer Experience & Service Design Customer journeys, touchpoints, moments that matter and service interventions. • Experience Standards & SOPs Standards, service protocols, scripts, frameworks and certification. • Learning & Capability Development Training frameworks, facilitation, coaching and effectiveness measurement. • Hospitality & Service Excellence Premium hospitality practices, customer interaction and service recovery. • Experience Measurement & Insights Audits, feedback, metrics, scorecards and trend analysis. • Experience Transformation & Benchmarking Innovation, pilots, best-practice adoption and scalable implementation. Puravankara Limited is an equal opportunity employer. We value diversity and encourage applications from all qualified individuals.