Chief Tenant Services

About the role

This is a hands-on Chief Tenant Services role leading the daily operations of the Tenant Services function within a prestigious premium commercial office building serving multinational corporations and leading national companies. The role covers Tenant Relations, Fit-Out Coordination, Tenant Engagement, and Lease Renewal. This position is ideal for professionals who enjoy leading a team while remaining actively involved in day-to-day operations, ensuring exceptional tenant experiences and seamless service delivery.

Key responsibilities

• Lead and supervise the daily operations of the Tenant Services team, ensuring exceptional service standards and operational excellence.
• Build and maintain strong relationships with corporate tenants, serving as the primary point of contact for tenant-related matters and fostering long-term partnerships.
• Handle tenant complaints, service escalations, and exceptional cases, ensuring timely resolution and effective service recovery.
• Oversee tenant fit-out activities, including coordination with tenants, consultants, contractors, and internal departments to ensure compliance with building regulations and project timelines.
• Coordinate tenant move-in, move-out, reinstatement, and fit-out processes to deliver a seamless tenant experience.
• Support tenant retention by maintaining strong tenant relationships, identifying renewal opportunities, and coordinating tenancy-related matters with the relevant internal stakeholders.
• Plan and execute tenant engagement programs, building events, and marketing initiatives to strengthen tenant relationships and enhance the overall tenant experience.
• Coordinate closely with Engineering, Security, Housekeeping, Parking, Leasing, and other departments to ensure seamless building operations and service delivery.
• Monitor tenant satisfaction, analyze service performance, and drive continuous improvement initiatives.
• Coach and develop Tenant Services team members while remaining actively involved in operational activities and tenant interactions.

About you

• Bachelor's Degree in Business Administration, Hospitality Management, Property Management, Marketing, Communication, or a related field.
• Minimum 5–7 years of experience in Tenant Services, Tenant Relations, Property Management, Hospitality, or Commercial Building Management.
• Minimum 5 years of experience leading a team in a Chief, Supervisor, or equivalent leadership role.
• Proven experience managing corporate tenants within premium/Grade A commercial office buildings serving multinational corporations is highly preferred.
• Solid experience in tenant fit-out coordination, move-in/move-out processes, and day-to-day tenant operational services.
• Experience supporting lease renewal activities, tenant retention initiatives, and working closely with Leasing teams.
• Strong understanding of commercial office building operations and tenant lifecycle management.
• Excellent leadership, interpersonal, communication, negotiation, and stakeholder management skills.
• Strong customer service mindset with proven experience in complaint handling, service recovery, and conflict resolution.