Tenant Service Senior Manager

Responsibilities:

• Arrange handover appointments, walk the premises with the tenant and record the handover condition.

• Brief tenants on fit-out requirements, drawing submission, systems works and permit applications, and follow the approval through to issue.

• Supervise fit-out works on site against building rules and safety policy, from start through to opening and, at end of tenancy, through to reinstatement.

• Escalate any risk to the opening date to the Department Manager with a proposed recovery plan.

• The size and complexity of the assigned portfolio increase with job grade: junior holders manage fewer and less complex accounts; senior holders manage larger portfolios, anchor and luxury tenants and multi-property zones.

• Act as the single point of contact for the assigned tenants across all service matters.

• Visit tenants at store front regularly to collect issues, obstacles and requirements, and propose solutions.

• Log repair and service requests, coordinate the responsible functions and follow through until the case is closed.

• Coordinate store openings, promotions and in-store activities with the tenant and the relevant internal functions.

• Arrange access, works permits and after-hours approval for tenant contractors.

• Coordinate with Marketing and Leasing on campaign participation by the assigned tenants.

Qualifications:

• Bachelor’s degree in Business Administration, Marketing, Property or Facility Management, or related fields.

• At least 7-10 years of experience in tenant services, retail operations or customer service for entry into the range; at least 8 years for the senior end of the range.

• Experience coordinating fit-out or store opening works in Shopping Mall Business is an advantage.

• Communication and relationship building with tenants and their store teams.

• Coordination across Engineering, Security, General Services, Marketing and Leasing.

• Problem solving and calm handling of complaints and conflict.

• Planning and follow-through across multiple concurrent fit-out and service cases.

• Accurate record keeping and report preparation.

• Good command of spoken and written Thai; working English for international tenants.