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Duties and responsibilities
Client Relationship Development
- Design processes to ensure we build and nurture strong relationships with existing and prospective clients, including tenants, service providers and other stakeholders.
- Understand the unique needs, preferences, and expectations of clients and tailor services accordingly.
Community Building
- Manage to ensure the organization creates a strong sense of community and belonging within the properties managed by Growthpoint, fostering a positive environment.
- Organize events and activities that encourage interaction and engagement among clients, enhancing the overall community experience.
Client Experience Enhancement
- Continuously improve the client experience by identifying pain points and areas of improvement.
- Implement strategies and initiatives to enhance client satisfaction and loyalty.
Product Desirability Enhancement
- Collaborate with property management teams to identify opportunities for improving property features, amenities, and services.
- Develop and implement strategies to increase the desirability of the properties and related services among clients.
Monetisation of Additional Services
- Identify and implement opportunities to generate additional revenue streams, such as upselling services, introducing new amenities, or offering value-added packages.
- Develop pricing and marketing strategies to maximize the monetisation of these services.
Client Retention
- Develop and execute client retention strategies to reduce turnover and increase client loyalty.
- Analyze client feedback and take action to address concerns and maintain long-term relationships.
Client Communication and Engagement
- Maintain open and transparent communication with clients, ensuring that their needs and concerns are addressed promptly.
- Develop and manage communication channels such as the business card, WhatsApp, newsletters, online forums, or social media to engage with clients.
Data Analysis and Reporting
- Utilise data and analytics to measure and assess client satisfaction, engagement, and the effectiveness of strategies.
- Prepare appropriate reports and recommendations for senior management based on data insights.
Sustainability & Environmental Responsibility
- Integrate sustainability and environmental responsibility initiatives into the client experience and community building, aligning with modern expectations.
Legal & Regulatory Compliance
- Ensure that all initiatives and activities are in compliance with relevant laws, regulations, and industry standards.
Innovation & Technology
- Stay updated on industry trends and technology solutions that can enhance client experience and community building.
- Implement innovative technology and digital tools to streamline processes and improve operational efficiency.
Stakeholder Relationships
- Collaborate with various departments, including asset management, property management (with a focus on leasing and facilities), marketing, IT, sustainability, and finance, to align client experience and community-building strategies with overall business goals.
Experience
- 10 years’ experience in the hospitality industry ,with at least 5 years in a senior leadership role.
- Proven experience in client/customer experiences management, account management, or a similar role.
Education
- Bachelor’s degree in hospitality management, or a related field.
- A Postgraduate would be advantageous
- Certified Customer Experience Professional (CCXP)
