Manager - Tenant Relations

Role & responsibilities

• Execute end-to-end tenant engagement and customer retention, by building relations with key stakeholders.
• Execute Tenant Onboarding, providing them a delightful onboarding experience.
• Ensure execution and standardization of SOPs for customer-facing processes.
• Planned and calendarized Tenant connects for relationship management/building and feedback.
• Deliver a superior tenant experience by ensuring Customer Satisfaction Surveys and working on plans to improve client satisfaction scores and NPS.
• Collaborate with internal teams for conflict resolution (e.g., Asset Mgmt., Leasing, Engineering, Senior Management etc) to address customers needs.
• Consolidate and provide Tenant Insights to senior management.
• Establish a smooth and well-defined customer grievance redressal mechanism and ensure resolutions in defined TAT.
• Liaise with internal teams for issue resolution and ensure all complaints have email confirmation of closure by clients.
• Ensure all communication with clients is maintained, seamless and updated.
• Ideation and conceptualizing client delight moments.
• Create communication for client outreach