CRM-Commercial Leasing

Role Overview: As a Tenant Relationship Manager, your primary responsibility will be to manage tenant relationships, optimize tenant lifecycle management, execute contractual renewals, handle collections, and develop retention strategies using CRM tools and leasing best practices. You will play a crucial role in maximizing rental performance and ensuring tenant satisfaction. Additionally, you will lead leasing-related marketing initiatives, strengthen the leasing pipeline, build a high-performing team, and drive clear business impact. Key Responsibilities: - Manage tenant relationships throughout the portfolio. - Negotiate desktop renewal leases and complete necessary documentation before expiry. - Act as the main point of contact for tenant communications, queries, escalations, and service requests, ensuring timely and professional resolution by coordinating with relevant departments. - Collaborate with the Marcom team on tenant engagement and leasing-related marketing activities and initiatives. Operational Efficiency: - Support CRM automation for reminders, document generation, and other tasks. - Coordinate and monitor operational initiatives related to tenant lifecycle management. - Identify bottlenecks in leasing and CRM workflows, suggest and implement improvements, automation, or tool updates. - Develop and maintain standard operating procedures (SOPs) for contractual renewals, document management, escalations, handovers, and exits. Team & Performance Management: - Report CRM outcomes and performance indicators to senior management. - Facilitate cross-functional coordination among Leasing, Marketing, Operations, Finance, and Legal departments to ensure seamless handoffs and accountability. - Gather and analyze tenant feedback and insights to enhance CRM processes based on tenant satisfaction, complaints, and retention drivers. CRM Management & Reporting: - Update and maintain tenant and lease data in ERP systems. - Generate forecast reports to evaluate performance against targets. - Manage security deposits, including overseeing collection, tracking, refunds, reconciliation, and related liabilities. Qualifications Required: - MBA/PGDM in Marketing or graduate in hospitality or sales with relevant real estate work experience. - Minimum of 10 to 12 years of experience. Additional Company Details: The company values individuals who can establish and maintain strong relationships with clients. You will be responsible for ensuring overall customer satisfaction through effective communication and interpersonal skills. Additionally, you will be expected to provide inputs and lead CRM initiatives in collaboration with Corporate Marketing, including client presentations, collaterals, campaigns, etc. Strong leadership, ownership, motivation, delegation, and engagement skills are essential for this role, along with a basic understanding of technical/civil aspects of commercial buildings.,