Position Overview
The Lead - Ultra Luxury India will spearhead Brightstone’s ultra-luxury residential Property Management across the Indian market, managing high-value residential properties.
Key Responsibilities
Strategic Leadership & P&L Management
: Build and Drive the ultra-luxury residential management strategy for India, identifying market opportunities and developing comprehensive go-to-market approaches. Own full P&L responsibility for the ultra-luxury residential , including revenue targets, cost management, and profitability optimization. Establish annual business plans with clear financial projections and growth milestones while ensuring sustainable Contributory margin.
Team Management & Performance Leadership:
Build a team in regional office and mentor them and the estate managers of the luxury properties under Brightstone management across cities, ensuring consistent service excellence and professional development. Implement comprehensive performance management frameworks including individual KPIs, quarterly reviews, and career development pathways. Conduct regular one-on-one coaching sessions, manage talent acquisition for the ultra-luxury team, and drive accountability through structured performance metrics and improvement plans.
SLA & KPI Management
Establish and monitor rigorous service level agreements for ultra-luxury clients, including stringent response and resolution times, weekly progress updates and clear account Plans for each site. Track and optimize key performance indicators including client satisfaction scores (target 85%+), deal conversion rates (target 35%+), average transaction value growth (15% annually), client retention rates (90%+), and revenue per site metrics. Implement dashboard reporting for real-time performance visibility and proactive issue resolution.
Client Engagement & Relationship Excellence
Cultivate and maintain relationships with developers/Condominium leads/RWAs. Execute robust client engagement strategies including exclusive property previews though a governance plan. Serve as primary relationship manager for the top 25 ultra-luxury clients, ensuring seamless service delivery and identifying expansion opportunities within existing accounts.
Contract & Agreement Management
Oversee agreement scope and SLA and ensure delivery of the same while ensuring compliance with regulatory requirements. Manage legal review processes and maintain comprehensive contract databases with renewal tracking and performance measurement against contractual obligations.
Market Development & Business Intelligence
Analyze ultra-luxury market trends across key Indian cities including Mumbai, Delhi NCR, Bengaluru, and emerging luxury destinations. Develop comprehensive market intelligence reports and pricing strategies for properties including penthouses, luxury villas, heritage properties. Establish competitive positioning and market share tracking across the ultra-luxury segment.
Transition Management & Execution Excellence
Oversee end-to-end transition processes for ultra-luxury properties through use of technology, coordinating with legal teams, HR, Client Reps, Operations team and transition teams.
Operational Excellence & Process Management
Implement standardized processes for ultra-luxury service delivery, participate while client onboarding, property evaluation, marketing strategies, and in Go No go process. Establish quality assurance protocols and regular audit mechanisms to ensure consistent service standards. Drive continuous process improvement initiatives based on client feedback and team input.
Required Qualifications
Experience & Track Record
Minimum 8-12 years in luxury real estate with at least 5 years specifically in India's ultra-luxury segment. Previous experience managing P&L responsibility with minimum ₹7-10 crore annual revenue accountability. Strong background in team leadership with experience managing 5+ direct reports and complex matrix relationships.
Leadership & Management Capabilities
Demonstrated expertise in performance management, including setting KPIs, conducting reviews, and implementing improvement plans. Experience with SLA development and management in client service environments. Proven ability to build and scale high-performance teams while maintaining service quality standards. Track record of successful contract negotiations and agreement management in luxury sectors.
Market Knowledge & Business Acumen
Deep understanding of India's luxury real estate ecosystems, including regulatory frameworks, Knowledge of international luxury markets and cross-border practices. Strong financial acumen with experience in budget management, forecasting, and profitability analysis.
Network and Relationships
Established relationships with luxury developers. Proven ability to leverage relationships for business development and business acquisition.
Skills and Competencies
Exceptional communication and presentation skills with fluency in English and Hindi; additional regional languages advantageous. Strong analytical abilities for managing complex scenarios, performance measurement. Advanced proficiency in CRM systems, performance dashboards, and financial reporting tools. Cultural sensitivity and discretion essential for managing confidential information. Understanding of latest technologies to manage the onsite operations and use of AI in managing property Management operations.
Performance Metrics & Success Indicators
- Annual revenue target achievement ( Targets will be defined)
- Client satisfaction scores above 85%
- Team performance metrics including individual target achievement
- New Business development ( Targets will be defined)
- Client retention and account expansion rates
- SLA compliance across all service categories
- Team retention and development success rates
Education and Certifications
Bachelor's degree in hotel management
Compensation And Benefits
Competitive base salary commensurate with experience, plus performance-based incentives tied to P&L achievement.This role offers the opportunity to shape Brightstone ultra-luxury presence in one of the world's fastest-growing luxury real estate markets while building and leading a world-class team serving India's most sophisticated developers/ Condos/RWAs.
