Manager Customer Services

This position is responsible for managing the commercial operations of a building, ensuring the seamless delivery of services to all stakeholders. The role focuses on driving revenue growth and profitability while implementing sustainable and efficient practices. The successful candidate will oversee tenant relations, facility management, and compliance, working closely with internal teams and external partners to maintain high occupancy and customer satisfaction.

Key Responsibilities

- Oversee Common Area Maintenance (CAM) fee collection, reporting, and management of defaulters to ensure timely payments.
- Manage customer relations to maintain high occupancy rates through both short-term and long-term rental operations.
- Handle legal contracts, ensuring compliance with all regulatory and company standards.
- Develop and implement resident engagement strategies to foster a positive community environment.
- Coordinate with the Head Office on various ad hoc commercial assignments and initiatives.
- Maintain effective communication with residents and facilitate secondary sales opportunities.
- 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 building operations.
- Oversee facility and property management activities, ensuring all aspects of the building are well maintained.
- Design, update, and enforce Standard Operating Procedures (SOPs) related to resident services, enabling the administration team to implement them effectively.
- Implement control mechanisms for tenant management, including access control and gate protocols, to maintain quality occupancy standards.
- Manage collections related to CAM and other commercial fees, ensuring accuracy and timeliness.
- Keep residents informed about contract changes or issues to enhance retention and satisfaction.
- Collaborate with marketing teams to promote the property and attract new tenants.
- Achieve targets related to revenue, occupancy, 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.
- Strong written and verbal communication skills.
- Proficiency in Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint.
- Experience in designing and implementing SOPs to optimize building operations and ensure a comfortable environment for tenants and guests.
- Proven ability to identify and develop commercial opportunities to increase company revenue through existing and potential clients.
- Skilled in negotiating tenancy agreements and managing partnerships with clients and tenants.
- Ability to work collaboratively with both internal teams and external stakeholders to effectively communicate the company’s value proposition.

This role is based in Lahore and offers an opportunity to contribute to the growth and operational excellence of a dynamic property management environment. The ideal candidate will be proactive, detail-oriented, and capable of balancing multiple responsibilities to ensure the building’s commercial success and tenant satisfaction.