CRM-Commercial Leasing

Job Purpose :

Responsible for managing tenant relationships, optimising tenant lifecycle management, contractual renewal execution, collections, and retention strategy using CRM and leasing best practices to maximize rental performance and tenant satisfaction. Candidate will be also responsible for championing leasing related marketing initiatives, strengthening the leasing pipeline, building a high-performing team, and deliver clear business impact.

Key Responsibilities :

Tenant Engagement

Manage tenant relationships across the portfolio.

Negotiate desktop renewal leases and complete documentation prior to expiry.

Serve as point of contact for all tenant communications —queries, escalations, service requests and coordinate with relevant departments for closure in a professional & timely manner.

Interaction and coordination with Marcom team for all tenant engagement and leasing related marketing activities / initiatives.

Operational Efficiency

Support CRM automation for reminders, document generation etc.

Coordinate and monitor operational level initiatives specific to tenant lifecycle management.

Identify process bottlenecks in leasing and CRM workflows; propose and implement improvements, automation or tool updates.

Develop and maintain standard operating procedures (SOPs) for contractual renewals, document management, escalations, handovers, exits.

Team & Performance Management

Report CRM outcomes and performance indicators to senior management.

Foster cross-functional coordination (Leasing, Marketing, Operations, Finance, Legal) to ensure smooth handoff and accountability across stages.

Capture tenant feedback and insights; analyse tenant satisfaction, complaints, retention drivers; propose and implement enhancements to CRM processes.

CRM Management & Reporting

Maintain tenant and lease data within ERP systems.

Monitor collections (rent, CAM, utilities) and manage payment reminders and aging.

Prepare forecast reports to assess performance versus targets.

Handle security deposits : oversee deposit collection, tracking, refunds, reconciliation, and related liabilities.

Establish CRM workflows / alerts / triggers (e.g. for lease renewals, overdue payments, tenant follow-ups) to ensure proactive engagement.

Qualifications and Work Experience :

MBA / PGDM Marketing or graduate in hospitality or sales with relevant real estate work experience.

Minimum 10 to 12 years’ experience.

Knowledge, Skills and Competencies :

Should drive and maintain relationships with company’s clients.

Responsible for overall customer satisfaction

Communication and interpersonal prowess to interact with tenants effectively

Should provide inputs and spearhead CRM initiatives along with Corporate Marketing including working with the teams for Client presentations, collaterals, Campaigns etc.

Good leadership and ownership skills, ability to motivate, delegate with appropriate follow-up and create engagement within the team

Basic technical / civil knowledge of commercial Buildings