Customer Relationship Manager

JLL empowers you to shape a brighter way .   Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.    Customer Relationship Manager - A Grade Commercial Building Position Overview The Customer Relationship Manager serves as the primary liaison between building management and tenants/occupants in a premium A Grade commercial property. This role ensures exceptional tenant satisfaction, retention, and engagement while maintaining the building's reputation for superior service delivery.

Tenant Relations & Experience Responsible for building and maintaining strong relationships with all building occupants, acting as their primary point of contact for inquiries, concerns, and service requests. Conduct regular tenant meetings and site visits to understand evolving needs and gather feedback on building operations and services. Proactively address tenant concerns and resolve issues promptly, coordinating with relevant departments to ensure swift resolution. Organize tenant engagement activities, events, and communications to foster a vibrant building community. Service Delivery & Coordination Oversee the delivery of building services to ensure they meet or exceed tenant expectations and service level agreements. Coordinate with operations, maintenance, security, and facilities teams to address tenant requirements effectively. Monitor service quality through regular inspections, feedback collection, and performance metrics. Act as the escalation point for complex tenant issues, working cross-functionally to implement solutions. Communication & Reporting Maintain comprehensive records of tenant interactions, requests, and resolutions in building management systems. Prepare regular reports on tenant satisfaction, service performance, and emerging issues for senior management. Develop and distribute tenant communications including newsletters, service updates, and emergency notifications. Serve as the building's voice during crisis situations, ensuring clear and timely communication with all occupants. Building Standards & Compliance Ensure tenant fit-outs and modifications comply with building standards, regulations, and lease requirements. Coordinate access and permits for tenant contractors and service providers. Monitor tenant compliance with building rules, sustainability initiatives, and safety protocols. Support emergency management procedures and tenant evacuations when required.

Experience & Education Minimum 3-5 years of experience in customer relationship management, preferably in commercial property or facility management. Bachelor's degree in Business Administration, Property Management, Hospitality Management, or related field preferred. Experience managing relationships in premium or A Grade commercial environments highly desirable. Skills & Competencies Exceptional interpersonal and communication skills with the ability to build rapport with diverse stakeholders at all organizational levels. Strong problem-solving abilities with a solutions-oriented mindset and capacity to handle multiple priorities simultaneously. Proficiency in property management systems, CRM platforms, and Microsoft Office Suite. Understanding of commercial lease agreements, building operations, and facility management principles. High emotional intelligence with the ability to remain calm and professional under pressure. Personal Attributes Customer-centric approach with genuine passion for delivering exceptional service experiences.