Manager - Tenant Relations

• Role & responsibilities

Strategic Planning & Vision

• Design and lead the company-wide

  tenant experience strategy

  , aligning with business goals and portfolio objectives.
• Champion a culture of service and hospitality across all assets, driving initiatives that reimagine the tenantlandlord relationship.
• Anticipate evolving tenant needs and proactively develop solutions to meet those demands across different asset types (office, retail, industrial, mixed-use).

Innovation & Ideation

• Develop and test new concepts to improve tenant engagementsuch as digital platforms, amenities, concierge programs, wellness initiatives, and community-building events.
• Collaborate with marketing, tech, and ESG teams to integrate smart building solutions, sustainability practices, and personalized services into the tenant journey.
• Evaluate the competitive landscape and bring forward innovative, data-driven ideas to differentiate the companys offering in the market.

Tenant Engagement & Experience Design

• Create and implement scalable engagement frameworks, including onboarding programs, feedback loops, communications strategy, and recognition initiatives.
• Lead development of tenant communication channels (portals, newsletters, events), ensuring consistency, clarity, and value-add messaging.
• Oversee tenant appreciation events, workshops, and touchpoint strategies that deepen relationships and build brand advocacy.

Data, Metrics & Feedback

• Build and own a robust

  tenant satisfaction measurement framework

  , using KPIs such as Net Promoter Score (NPS), retention metrics, and response times.
• Analyze insights from surveys, interviews, and analytics platforms to influence service improvements and operational strategies.
• Provide executive reporting and strategy recommendations based on tenant data and industry trends.

Cross-Functional Leadership

• Partner with asset management, property management, leasing, facilities, and construction teams to ensure a cohesive tenant experience from lease signing to daily operations.
• Lead, mentor, and potentially build a dedicated tenant experience team across the portfolio.
• Serve as the internal voice of the tenant in executive decision-making forums.

Preferred candidate profile

• Experience in commercial real estate, tenant relations, customer experience, or service strategy.
• A

  strategic thinker

  with the creative chops to ideate and pilot new programs.

• Customer-obsessed

  and passionate about creating memorable tenant experiences.
• Comfortable working in an agile, fast-paced environment.
• Adept at turning

  data into insights

  , and insights into action.
• A

  collaborative team player

  who knows how to influence and build consensus across departments.
• Proven ability to develop and implement high-level engagement strategies with measurable success.
• Strong grasp of property operations, leasing dynamics, and asset management principles.
• Exceptional communicator and storyteller; comfortable presenting to C-suite and board-level stakeholders.
• Proficiency in creating presentations and maintaining data.
• Entrepreneurial mindset with a track record of driving innovation and leading through change.