Roles and Responsibilities:

• Tenant Engagement
  • Manage tenant relationships across the portfolio.
  • Negotiate desktop renewal leases and complete documentation prior to expiry.
  • Serve as point of contact for all tenant communications —queries, escalations, service requests and coordinate with relevant departments for closure in a professional & timely manner.
  • Interaction and coordination with Marcom team for all tenant engagement and leasing related marketing activities / initiatives.
• Operational Efficiency
  • Support CRM automation for reminders, document generation etc.
  • Coordinate and monitor operational level initiatives specific to tenant lifecycle management.
  • Identify process bottlenecks in leasing and CRM workflows; propose and implement improvements, automation or tool updates.
  • Develop and maintain standard operating procedures (SOPs) for contractual renewals, document management, escalations, handovers, exits.
• Team & Performance Management
  • Report on CRM outcomes and performance indicators to senior management.
  • Foster cross-functional coordination (Leasing, Marketing, Operations, Finance, Legal) to ensure smooth handoff and accountability across stages.
  • Capture tenant feedback and insights; analyse tenant satisfaction, complaints, retention drivers; propose and implement enhancements to CRM processes.
• CRM Management & Reporting
  • Maintain tenants and lease data within ERP systems.
  • Monitor collections (rent, CAM, utilities) and manage payment reminders and aging.
  • Prepare forecast reports to assess performance versus targets.
  • Handle security deposits: oversee deposit collection, tracking, refunds, reconciliation, and related liabilities.
  • Establish CRM workflows / alerts / triggers (e.g. for lease renewals, overdue payments, tenant follow-ups) to ensure proactive engagement.