Manager Customer Services

This position is responsible for managing the commercial operations of a building, ensuring seamless service delivery to all stakeholders. The role focuses on driving revenue growth and profitability while implementing sustainable and efficient practices. The ideal candidate will oversee various operational aspects, including tenant relations, contract management, and facility oversight, to maintain high occupancy and customer satisfaction.

Key Responsibilities

- Oversee Common Area Maintenance (CAM) collection, reporting, and management of defaulters to ensure timely payments.
- Manage customer relations by maintaining high occupancy levels through both short- and long-term rental operations.
- Handle legal contracts, ensuring compliance with all relevant regulations and company policies.
- Develop and implement strategies to engage residents and foster a positive community environment.
- Coordinate with the Head Office on ad hoc commercial assignments and special projects.
- Maintain effective communication with residents, facilitating secondary sales and keeping them informed about contract updates or issues.
- Manage complaint resolution processes, ensuring turnaround times (TATs) meet service level agreements (SLAs).
- Build and maintain strong relationships with vendors, affiliates, and residents to support smooth day-to-day operations.
- Oversee facility and property management activities to ensure a safe and well-maintained environment.
- Design, improve, and implement Standard Operating Procedures (SOPs) related to resident services and administration.
- Exercise control mechanisms for tenant management, including access control and gate protocols, to maintain quality occupancy standards.
- Manage all collections related to CAM and other commercial fees efficiently.
- Collaborate on marketing campaigns aimed at promoting the property and attracting new tenants.
- Achieve targets related to revenue, occupancy rates, customer satisfaction, and complaint resolution.

Required Qualifications

- Graduate degree, preferably in Management, Marketing, or a related field.
- 3 to 4 years of relevant experience in commercial or property management roles.
- Excellent written and verbal communication skills to interact effectively with diverse stakeholders.
- Proficiency in Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint.
- Proven ability to design and implement SOPs that optimize building operations and enhance tenant experience.
- Strong negotiation skills to manage tenancy agreements and partnerships with clients and tenants.
- Demonstrated capability to identify and develop commercial opportunities to increase company revenue.
- Ability to work collaboratively with internal teams and external partners to communicate the company’s value proposition effectively.

Preferred Qualifications and Benefits

While not explicitly stated, candidates with a background in sustainable building practices or experience in customer engagement strategies will be well-positioned for success. The role offers the opportunity to contribute to a dynamic environment in Lahore, with a focus on professional growth through managing diverse commercial operations and stakeholder relationships.

This position is ideal for a proactive individual who thrives in a collaborative setting and is committed to delivering exceptional service while driving business objectives.