General Manager - Tenant Experience

The Brigade Group is one of India’s leading real estate developers with over three decades. Founded in 1986, Brigade has transformed the skylines of South Indian cities such as Bengaluru, Chennai, Hyderabad, Mysuru, Mangalore, Chikmangalur, Kochi, and Gandhinagar's GIFT City. Our development spans the Residential, Commercial, Retail, Hospitality, and Education sectors and with 280+ completed buildings amounting to over 100+ million sq. ft of developed space across its diverse real estate portfolio. Brigade assures best-in-class design and top-of-the-line facilities that exude elegance and sophistication. The Residential developments include villas, villaments, penthouses, premium residences, luxury apartments, value homes, urban studios, independent living for seniors, plotted developments and mixed-use lifestyle enclaves and townships. Over the years, the projects have been one-of-a-kind in the sector, for example Brigade Gateway is Bengaluru’s first lifestyle enclave and Brigade Exotica, one of the tallest residential buildings in Bengaluru. The ‘Great Place to Work Institute’ has consistently recognised the Brigade Group as one of India’s best companies to work for in the real estate industry. This responsible attitude and innovative mindset combined with uncompromising quality of the projects over the years has created a brand of outstanding repute. Brigade has announced an ambitious target of achieving Net Zero emissions by 2045. This commitment reflects Brigade's dedication to sustainability and its responsibility to future generations.

Job Overview :

At Brigade, we believe offices are more than spaces — they are ecosystems that inspire productivity, collaboration, and belonging. As the General Manager / Lead- Tenant Experience, you will be the custodian of this promise, shaping end-to-end experiences that reflect Brigade’s legacy of trust, innovation, and customer-first service. In this leadership role, you will own the end-to-end tenant journey — from onboarding to operations to renewals — ensuring that every touchpoint reflects Brigade’s standards of service excellence, innovation, and sustainability. This role will also be responsible for driving the end-to-end establishment of the Global Capability Center. You will spearhead tenant engagement programs, events, marketing initiatives, and community-building activities, while driving business growth through retention, referrals, and cross-leasing opportunities. By integrating hospitality-inspired practices with digital platforms and ESG-led initiatives, you will help position Brigade as the preferred workplace partner of choice in India’s commercial real estate sector.

Key Responsibilities

End-to-End Tenant Journey

Own the tenant experience lifecycle : onboarding, day-to-day engagement, service delivery, renewals, and exits.

Define Brigade standards of excellence for tenant experience across office and co-working spaces.

Ensure consistency and seamless delivery of Brigade’s “customer-first” ethos across every tenant touchpoint.

Tenant Engagement & Community Building

Curate and implement a comprehensive engagement calendar : wellness programs, cultural events, networking forums, CSR activities, knowledge-sharing sessions.

Foster vibrant tenant communities that encourage collaboration, innovation, and belonging.

Partner with tenants’ HR and leadership teams to align initiatives with employee well-being and workplace culture.

Marketing & Brand Experience

Collaborate with the commercial marketing team to build a distinctive tenant-facing brand identity.

Showcase Brigade’s workplace ecosystems through campaigns, case studies, and success stories.

Elevate Brigade’s reputation as a leader in tenant-centric workplace experiences in the Indian CRE sector.

Business Development & Growth

Strengthen tenant loyalty and brand stickiness through differentiated services and engagement.

Partner with leasing teams to drive renewals, expansions, and cross-leasing across Brigade’s portfolio.

Leverage tenant relationships for referrals and new business opportunities in the co-working and office portfolio.

Operational & Service Excellence

Work closely with facility management, leasing, and asset management teams to ensure zero-friction tenant services.

Define and track service standards, CSAT / NPS benchmarks, and lead structured feedback mechanisms.

Integrate hospitality-inspired practices with CRE operations to deliver a “Brigade Signature Experience.”

Embed ESG, sustainability, and WELL standards into all aspects of tenant experience, reinforcing Brigade’s commitment to responsible business.

Digital Transformation & Insights

Deploy tenant engagement apps / portals for real-time communication, billing, service requests, and community updates.

Leverage data analytics and predictive insights to anticipate tenant needs and enhance satisfaction.

Explore automation, AI, and IoT-driven innovations for smarter, safer, and more efficient workplaces.

Establishing Global capability Center

Closely work with the COO to set up the Global Capability Center (GCC), aligning it with the organization’s strategic objectives. The role involves defining the GCC’s vision, structure, and roadmap; establishing governance and operating models; transitioning key functions; and building high-performing teams to deliver efficiency, innovation, and business value.

Key Deliverables

Standardized Brigade Tenant Experience Framework across office and co-working assets.

High tenant satisfaction (NPS / CSAT) and industry-leading retention / renewal rates.

Vibrant tenant engagement ecosystem through events, programs, and communities.

Rollout of digital tenant experience platforms with strong adoption and usability.

Measurable impact on business growth via renewals, referrals, and cross-leasing.

Strong alignment of ESG and sustainability initiatives with tenant well-being.

Qualifications & Experience

Postgraduate degree in Business.

15+ years of experience with at least 5–8 years in senior leadership roles managing tenant / client experience in CRE, hospitality, or allied sectors.

Strong track record of building premium customer / tenant experiences and leading engagement, events, and marketing initiatives.

Exposure to Grade A office spaces, co-working, or mixed-use environments is preferred.

Proven ability to drive satisfaction, retention, and growth through relationship management.

Desired Skills & Competencies

Deep passion for tenant-first service culture aligned with Brigade’s values.

Strategic thinker with a blend of hospitality mindset and commercial acumen.

Strong leadership and stakeholder management skills across leasing, marketing, FM, and asset management.

Expertise in engagement programs, events, and brand-building initiatives.

Data-driven, with experience in tenant analytics, digital platforms, and service automation.

High energy, collaborative, and capable of building a service excellence culture at scale.

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