Customer Relationship Manager

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Customer Relationship Manager - A Grade Commercial Building

Position Overview

The Customer Relationship Manager serves as the primary liaison between building management and tenants/occupants in a premium A Grade commercial property. This role ensures exceptional tenant satisfaction, retention, and engagement while maintaining the building's reputation for superior service delivery.

Key Responsibilities

Tenant Relations & Experience Responsible for building and maintaining strong relationships with all building occupants, acting as their primary point of contact for inquiries, concerns, and service requests. Conduct regular tenant meetings and site visits to understand evolving needs and gather feedback on building operations and services. Proactively address tenant concerns and resolve issues promptly, coordinating with relevant departments to ensure swift resolution. Organize tenant engagement activities, events, and communications to foster a vibrant building community.

Service Delivery & Coordination Oversee the delivery of building services to ensure they meet or exceed tenant expectations and service level agreements. Coordinate with operations, maintenance, security, and facilities teams to address tenant requirements effectively. Monitor service quality through regular inspections, feedback collection, and performance metrics. Act as the escalation point for complex tenant issues, working cross-functionally to implement solutions.

Communication & Reporting Maintain comprehensive records of tenant interactions, requests, and resolutions in building management systems. Prepare regular reports on tenant satisfaction, service performance, and emerging issues for senior management. Develop and distribute tenant communications including newsletters, service updates, and emergency notifications. Serve as the building's voice during crisis situations, ensuring clear and timely communication with all occupants.

Building Standards & Compliance Ensure tenant fit-outs and modifications comply with building standards, regulations, and lease requirements. Coordinate access and permits for tenant contractors and service providers. Monitor tenant compliance with building rules, sustainability initiatives, and safety protocols. Support emergency management procedures and tenant evacuations when required.

Required Qualifications

Experience & Education Minimum 3-5 years of experience in customer relationship management, preferably in commercial property or facility management. Bachelor's degree in Business Administration, Property Management, Hospitality Management, or related field preferred. Experience managing relationships in premium or A Grade commercial environments highly desirable.

Skills & Competencies Exceptional interpersonal and communication skills with the ability to build rapport with diverse stakeholders at all organizational levels. Strong problem-solving abilities with a solutions-oriented mindset and capacity to handle multiple priorities simultaneously. Proficiency in property management systems, CRM platforms, and Microsoft Office Suite. Understanding of commercial lease agreements, building operations, and facility management principles. High emotional intelligence with the ability to remain calm and professional under pressure.

Personal Attributes Customer-centric approach with genuine passion for delivering exceptional service experiences. Professional presentation and demeanor appropriate for premium commercial environments. Proactive and anticipatory mindset, identifying potential issues before they escalate. Diplomatic negotiation skills with the ability to balance tenant needs with operational requirements. Strong organizational abilities with attention to detail and follow-through.

Working Conditions

This role requires on-site presence within the commercial building during standard business hours, with flexibility for tenant events or emergency situations. Regular movement throughout the property is required for tenant visits and inspections. Occasional evening or weekend availability may be necessary for tenant events or urgent matters.

Key Performance Indicators

• Tenant satisfaction scores and Net Promoter Score (NPS)
• Service request response and resolution times
• Tenant retention rates and lease renewal success
• Quality and timeliness of tenant communications
• Reduction in tenant complaints and escalations
• Successful coordination of tenant events and initiatives

This position plays a critical role in maintaining the building's reputation as a premier commercial address while ensuring occupants receive world-class service that justifies premium A Grade positioning.

Location:

Scheduled Weekly Hours:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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