Senior Manager Operations & Relationship

Job Title:

Head Operations & Relationship

Department: Operations & Customer Experience

Location: Mumbai, Pune and Ahmedabad

Role Overview:

The Head of Operations & Relationship will be responsible for ensuring seamless execution of the CP-EW business from installation and service to supply chain and customer experience. The role demands strong leadership to manage field operations, maintain machine uptime, and build long-term customer relationships to drive retention, satisfaction, and business growth.

Key Responsibilities:

1. Operations Management

• Lead end-to-end operations for all deployed Brewing Bots across locations.
• Ensure smooth Co-ordination with warehouse, logistics, and service teams.
• Drive adherence to SOPs for Bots installation, replenishment, preventive maintenance, and breakdown handling.
• Maintain high operational efficiency through manpower optimization, cost control, and system-driven monitoring.

2. Service Excellence & Uptime

• Ensure>95% machine uptime across all sites.
• Review and monitor service ticket closures, preventive maintenance schedules, and customer escalations.
• Coordinate with R&M teams for machine uptime improvements and recurring issue resolution.

3. Customer Relationship Management

• Act as a single point of contact for key accounts and strategic clients.
• Build strong client relationships to improve retention, renewal, and account expansion.
• Conduct periodic performance reviews with clients to assess service quality, uptime, and feedback.
• Address escalations and ensure proactive communication with customers on operational updates.

4. Team Leadership

• Lead a multi-city team of operations managers, and customer relationship executives.
• Define KRAs, review performance, and drive accountability and ownership.
• Promote a culture of responsiveness, discipline, and continuous improvement.

Key Skills & Competencies:

• Strong operational understanding of B2B business.
• Excellent customer relationship and key account management skills.
• Data-driven approach with strong analytical and problem-solving ability.
• Leadership in managing field and backend teams across geographies.

Qualifications:

• Graduate / Postgraduate.
• 15+ years of experience in operations and customer management (preferably in vending, FMCG sectors).
• Proven track record of driving service excellence and customer satisfaction.