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Job Description: City Lead - Ultra Luxury

Position Overview

The Deputy Lead - Ultra Luxury India will serve as the strategic lieutenant to the Lead - Ultra Luxury North, supporting the execution of Brightstone's ultra-luxury residential Property Management strategy across the Indian market. This role combines operational excellence with strategic support, ensuring seamless delivery of high-value residential property management services while contributing to business growth and team development.

Key Responsibilities

Strategic Support & Business Operations: 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.

Operations Management & Team Support: 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.

SLA Implementation & Performance Monitoring: 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.

Client Operations & Service Delivery: 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.

Contract Implementation & Compliance Management: 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.

Market Intelligence & Competitive Analysis: 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.

Transition Leadership & Process Excellence: 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.

Quality Assurance & Standard 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.

Required Qualifications

Experience & Background: 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.

Operational Leadership: 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.

Market Understanding & Technical Skills: 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.

Professional Network: 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.

Core Competencies: 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.

Performance Metrics & Success Indicators

• Support achievement of annual revenue targets through operational excellence • Maintain client satisfaction scores above 85% for assigned accounts • Team performance metrics including training completion and retention rates
• Operational efficiency improvements and process optimization results • SLA compliance rates above 95% across all service categories • Quality assurance audit results and improvement implementation • Support metrics for new business transitions and client onboarding

Education and Certifications

Bachelor's degree in Hotel Management and experience of managing hotels, knowledge of operations.

Compensation and Benefits

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

This role provides an excellent opportunity to develop senior leadership capabilities while contributing to Brightstone's ultra-luxury market expansion in India, working closely with sophisticated clients and building expertise in one of the world's most dynamic luxury real estate markets.

Location:

Scheduled Weekly Hours:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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