Direct Reports: 6 (TBC) - Head of Facilities, Credit Control Manager, Leasing and Customer Service Manager, HR Administrator, Marketing and Sales Manager, Development / Project Manager (where work relates to operational budgets).
This role seeks a visionary, goal-orientated, and seasoned leader who will play a key pivotal role in the next phase of stability and measured growth for the company. The incumbent will form part of the senior management team for the company and provide leadership, guidance, and supervision to the key business areas reporting into it (Facilities, Marketing and Sales, Credit Control, Leasing, Property Management, IT, and HR).
The overall purpose of the role is to develop and improve the efficiency and effectiveness of the operational processes, systems, controls, and infrastructure to ensure a smooth translation of the company's strategies into operational plans, policies, procedures, initiatives, and goals.
The role is strategically placed to execute on the long and short-term plans of the company, with a key focus area being to drive and establish a strong customer journey experience, where customer service, ethos, and experience are at the heart of the company's culture.
Another key focus area is to strengthen the long-term financial profitability of the business.
Responsibilities:Customer Experience: Define and implement innovative strategies for customer attraction and retention, drive a deliberate and purposeful customer value proposition.Ensure standards/procedures are in place for optimal customer experience.Build and maintain relationships with tenants and key stakeholders, practice proactive relationship management techniques.Communicate and help resolve tenant issues, devise ways of improving the customer experience.Create a simple and effective solution to log customer queries, complaints, and suggestions.Measure satisfaction levels by running surveys and/or information gathering tools with customers.Implement a thorough onboarding process for all new tenants.Run appropriate awareness campaigns/information sharing sessions with tenants.Create a sense of community by driving various fun activities with company tenants.Engage the finance team regarding municipal cost recovery from tenants.Effective Leasing:Marketing and Sales: Devise and implement a strong external marketing strategy and plan.Implement processes to ensure that all queries generated through digital or social media avenues are responded to.Work closely with brokers and leasing agents on the implementation of sales/rental efforts.Ensure alignment between external and internal marketing plans.Credit Control:Ensure that the correct collections procedures and processes are in place.Build and maintain a strong customer ethos and mindset within collections.Facilities Property Management:Oversee the management of daily operations at multiple properties.Ensure excellent physical condition of the properties.Compile, prepare and present various forms of reports to the senior management team.Finance and Procurement:Work in close collaboration with the CFO and CEO to ensure optimal financial performance.Responsible for driving the company to achieve and surpass sales/rentals, profitability, cash flow, and business goals.IT:Manage the key IT deliverables with the company's outsourced IT company.Maintain and build a professional relationship with the company's IT service providers.HR:Participate in and oversee the formulation and administering of company policies.Help to drive a culture that represents the values of the company.Leadership and Management:Manage, motivate, and build a high-performance team.General:Research and investigate current trends and developments in the property management industry.Skills:Entrepreneurial and strategically minded.Sound relationship management.Excellent verbal and written communication skills.Proven leadership and mentoring abilities.Experience, Knowledge, and Qualifications:Minimum 15 years' experience in building operations and property management.Relevant tertiary level qualification/s, preferred post-graduate qualification in business administration.Additional Job Conditions:Site visits to various properties within Johannesburg CBD and surrounds.Occasional national travel may be required.Use of a vehicle and a valid driver's licence is required.Work after hours/outside of normal working times and/or days is characteristic of this role.
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