Chief Tenant Relations

We're looking for a hands-on Chief Tenant Services to lead the daily operations of our Tenant Services function, covering Tenant Relations, Fit-Out Coordination, Tenant Engagement, and Lease Renewal within a premium commercial office building.

This role is ideal for professionals who are passionate about delivering exceptional tenant experiences while leading a team and remaining actively involved in day-to-day operations.

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, acting as the primary point of contact for tenant-related matters.

- Handle tenant complaints, service escalations, and exceptional cases, ensuring timely resolution and effective service recovery.

- Oversee tenant fit-out activities, including coordination with tenants, contractors, consultants, and internal departments to ensure compliance with building regulations and project timelines.

- Support tenant retention by managing lease renewal coordination, maintaining strong tenant relationships, and working closely with the Leasing team to maximize renewal opportunities.

- Plan and execute tenant engagement initiatives, promotional activities, and building marketing programs to strengthen tenant relationships and increase participation.

- Coordinate closely with Engineering, Security, Housekeeping, and other departments to ensure seamless building operations and service delivery.

- Monitor tenant satisfaction, analyze feedback, and implement continuous service improvement initiatives.

- Prepare operational reports, tenant service analyses, fit-out updates, and recommendations for management.

- Coach and guide Tenant Services team members while remaining actively involved in operational activities and tenant interactions.

Requirements

- Bachelor's Degree in Hospitality Management/Property Management/Marketing/Communication or a related field.

- 7 years ++ of experience in Tenant Relations/Tenant Services/Commercial Building Management/Hospitality.

- Minimum 3 years ++ of experience leading a team in a Chief-level role.

- Proven experience handling corporate tenants in premium/Grade A office buildings is highly preferred.

- Experience supporting lease renewal activities, tenant retention initiatives, and cross-functional collaboration with other departments.

- 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.

- Able to work in a fast-paced environment, prioritize multiple responsibilities, and remain hands-on in daily operations.

- Fluent in Bahasa Indonesia and English, both written and spoken.

- Willing to work on a Monday–Saturday schedule (Saturday half-day).