Walk-in || Client Relationship Executive

Role & responsibilities:

Client communication & updates

• Be the single point of contact for every client, from the first meeting through to handover.
• Send each client a written update on a fixed schedule progress made, what comes next, and anything awaiting their decision.
• Call clients to walk them through an update where a written note is not enough, and follow every call with a short written summary.
• Raise delays or changes early, along with the revised plan, rather than after a date has passed.
• Keep the tone calm and professional at all times, especially when the news is not good.

Meetings & first impressions

• Open client meetings with a short, confident introduction to 13 Odds who we are, what we build, and the brands we have worked with then hand over to the design and technical team.
• Prepare the introduction material before each meeting and keep it current.
• Take notes through the meeting, and circulate minutes and next steps within 24 hours.
• Follow up after the first meeting until there is a clear yes, no, or next date.

Internal coordination

• Collect updates every day from the site coordinator, production manager and procurement team.
• Translate those updates into clear language the client understands, without technical jargon.
• Chase the internal team for anything missing, before the client has to ask for it.
• Flag anything slipping to the director the same day, not the next week.

Approvals, records & documentation

• Track every client approval designs, drawings, samples, finishes and payments — and chase whatever is pending.
• Keep a written record of every approval, change and instruction, including anything agreed verbally on a call or on site.
• Maintain the project tracker, so the stage, owner and next step of every job is always visible.
• Keep all client correspondence and files organised on the company drive.

Reporting

• Prepare and send a weekly report to the director covering: live jobs and their stage, approvals pending with clients, anything at risk of delay, and client feedback received.
• Maintain a record of enquiries received and their current status.

Preferred candidate profile

• 1–4 years in a client-facing role — client servicing, account management, hospitality, luxury retail, aviation, events or corporate front office.
• Excellent English, written and spoken. You write emails that are clear, correct and pleasant to read. Hindi is a plus.
• Confident presenting to senior client teams, and comfortable in a room with architects, brand managers and directors.
• Calm on a difficult call. Able to deliver bad news honestly without damaging the relationship.
• Naturally organised. You follow up without being reminded, and you close loops.
• Quick to learn a new industry — you will be taught how design and build projects run.
• Comfortable with email, Google Workspace and Excel or Google Sheets, and willing to learn a project tracker.
• Able to hold several jobs and deadlines at once without dropping any.
• Discreet with client information.
• Willing to work from our office and travel within Mumbai for client meetings.

Good to have:

• Exposure to premium or luxury brands, retail, hospitality or interiors.
• Experience preparing client presentations in PowerPoint, Keynote or Canva.
• Experience with a CRM, project tracker or ticketing tool.
• Basic comfort reading drawings or specifications — not essential, we will teach it.