Pavilion Manager

HCLTech · India

About the Role

We are seeking a highly organized, customer-centric, and strategic Pavilion Manager to lead the operations, governance, and end-to-end client engagement experience for the HCLTech Chennai Pavilion. This role will be responsible for delivering world-class executive briefing experiences, ensuring operational excellence, driving stakeholder alignment, and showcasing HCLTech's capabilities through immersive, outcome-oriented client journeys.

The ideal candidate will combine strong program management, client engagement, storytelling, operations, and cross-functional stakeholder management skills to create memorable client experiences that support business growth and strategic relationships.

Key Responsibilities

Pavilion Operations & Governance

• Own the day-to-day operations of the Chennai Pavilion and ensure it remains client-ready at all times.
• Establish and manage governance frameworks, operating rhythms, SOPs, readiness processes, checklists, and escalation mechanisms.
• Maintain operational excellence across briefing areas, demo pods, collaboration zones, digital displays, and visitor-facing environments.
• Ensure compliance with HCLTech security, facilities, branding, visitor management, and client confidentiality standards.
• Partner with Facilities, Security, IT, AV, and support teams to ensure seamless pavilion operations.
• Maintain a comprehensive readiness calendar covering demos, content, branding, housekeeping, technology, and visitor logistics.

Booking, Calendar & Utilization Management

• Manage pavilion bookings, engagement schedules, and visit pipelines through designated intranet platforms.
• Coordinate briefing sessions, walkthroughs, demo allocations, and SME participation.
• Prioritize pavilion utilization across strategic client visits, executive engagements, industry delegations, and leadership interactions.
• Publish weekly and monthly utilization plans and engagement calendars.
• Resolve scheduling conflicts and manage resource dependencies efficiently.
• Drive optimal utilization while maintaining a premium client experience.

Client Visit Planning & Execution

• Serve as the single point of contact for all pavilion-led client engagements.
• Partner with Sales, Account, Delivery, and Industry teams to understand business objectives and visit outcomes.
• Design curated client journeys aligned to industry priorities, business challenges, and strategic opportunities.
• Coordinate agendas, walkthrough sequences, demonstrations, executive discussions, and experience flows.
• Organize pre-visit rehearsals, dry runs, and presenter readiness sessions.
• Ensure all content, demos, branding elements, and digital assets are validated before every engagement.
• Manage the complete visitor experience from arrival through post-visit closure.

Experience Design & Strategic Storytelling

• Create engaging, differentiated, and outcome-focused client experiences showcasing HCLTech capabilities and innovation.
• Align pavilion narratives with client priorities, industry trends, and strategic account objectives.
• Maintain consistency of messaging across presentations, demos, executive discussions, and SME interactions.
• Collaborate with Marketing, Experience Design, business units, and capability teams to continuously refresh storytelling and engagement formats.
• Introduce innovative experience models, digital storytelling approaches, interactive showcases, and executive briefing modules.

Stakeholder Management & Orchestration

• Coordinate with diverse stakeholders to ensure flawless execution of client engagements, including:
• Sales Teams
• Account Teams
• Delivery Leadership
• Industry Leaders
• Practice & Capability Teams
• SMEs and Demo Owners
• Marketing & XDMT Teams
• Facilities, Security, IT & AV Teams
• External Vendors and Service Partners
• Drive accountability, timelines, ownership, and alignment across all stakeholders.
• Manage escalations and last-minute changes with agility and professionalism.

Demo, Content & Digital Asset Management

• Maintain a centralized inventory of demos, use cases, presentations, videos, digital assets, and interactive experiences.
• Ensure all demo environments and technology showcases remain current, functional, and relevant.
• Lead content refresh cycles in collaboration with marketing and business stakeholders.
• Maintain version control for all visitor-facing content and presentation materials.
• Ensure alignment with HCLTech branding, positioning, and strategic messaging.

Technology & Infrastructure Management

• Oversee pavilion technology infrastructure including AV systems, collaboration tools, interactive displays, demo stations, and presentation equipment.
• Coordinate preventive maintenance, technical testing, and issue resolution with IT and AV teams.
• Ensure technology readiness and business continuity plans are in place for all critical engagements.
• Support upgrades, enhancements, and introduction of new experience technologies.

Reporting & Analytics

• Develop and maintain dashboards to measure pavilion performance and impact.
• Track metrics including:
• Client Visits
• Pavilion Utilization
• Visitor Volume
• Strategic Account Participation
• Industry Representation
• Demo Usage
• SME Engagement
• Client Feedback & CSAT
• Repeat Usage Metrics
• Publish weekly, monthly, and quarterly executive reports.
• Generate actionable insights to improve adoption, engagement quality, and business outcomes.

Vendor, Budget & Service Management

• Support budget planning, vendor governance, and expense tracking.
• Manage external partners supporting branding, maintenance, fabrication, content updates, and AV services.
• Monitor service quality, adherence to SLAs, and overall vendor performance.
• Drive cost-effective operations while maintaining premium experience standards.

Continuous Improvement & Innovation

• Continuously enhance pavilion experiences through innovation, benchmarking, and stakeholder feedback.
• Identify emerging trends in Executive Briefing Centers, Innovation Hubs, and Customer Experience Centers.
• Recommend new demo themes, engagement models, storytelling approaches, and digital experiences.
• Lead periodic refreshes of pavilion content, layouts, operational processes, and visitor journeys.

Preferred Qualifications

• Bachelor's degree in Business, Marketing, Communications, Hospitality, Operations, Technology, or related field.
• 8+ years of experience in Executive Briefing Centers, Customer Experience Centers, Client Engagement, Program Management, Operations Management, Marketing, or related functions.
• Strong stakeholder management and executive communication skills.
• Experience managing senior client visits and executive engagements.
• Proven ability to coordinate cross-functional teams and complex schedules.
• Knowledge of event management, customer experience design, briefing center operations, or innovation center environments.
• Strong analytical, planning, organizational, and problem-solving skills.
• Proficiency in reporting tools, collaboration platforms, and presentation technologies.

Success Measures

• Exceptional client experience and satisfaction scores.
• Increased pavilion utilization and strategic account engagement.
• Operational excellence and readiness compliance.
• Strong stakeholder satisfaction and collaboration.
• Timely delivery of high-impact executive briefings and client visits.
• Continuous improvement in pavilion storytelling, content relevance, and business impact.