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 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 on 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 placed at the heart and within the culture of the company.
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, practicing proactive relationship management techniques.Communicate and, where necessary, help resolve tenant issues and 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 with customers.Implement a thorough onboarding process for all new tenants.Facilitate and coordinate ongoing professional communication channels with tenants.Engage the finance team regarding the municipal cost recovery from tenants.Regularly analyze relevant data from various software tools and customer complaint websites.Effective Leasing:Devise and implement a strong external marketing strategy and plan.Implement processes to ensure timely responses to queries generated through digital or social media avenues.Work closely with the team of brokers and leasing agents to reduce vacancy factors.Ensure alignment between the external and internal marketing plan.Maintain and build a professional relationship with the company's external marketing service provider.Credit Control:Ensure correct collections procedures are in place for timely recovery from tenants.Build and maintain a strong customer ethos within collections.Review and make recommendations to the credit risk assessment process.Facilities Property Management:Oversee the management of daily operations at multiple properties.Ensure excellent physical condition of the properties.Conduct regular inspections of properties to ensure proper functioning of building systems.Finance and Procurement:Work closely with the CFO and CEO to ensure optimal financial performance of the company properties.Develop annual operating budgets and monitor operational expenses.IT:Manage key IT deliverables with the company's outsourced IT company.Maintain relationships with software tool providers.HR:Oversee and ensure that all staff are paid monthly.Collaborate with the senior management team to ensure fairness in compensation processes.Leadership and Management:Manage, motivate and build a high-performance team.Attract, recruit and retain talent for the company.General:Research and investigate current trends in the property management industry.Prepare recommendations for the company to ensure constant innovation.Skills:Entrepreneurial and strategically minded.Sound relationship management.Excellent verbal and written communication skills.Proven leadership and mentoring abilities.Confident financial background.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:The nature of this role requires site visits to various properties.Use of a vehicle and a valid driver's licence is required.Work after hours/outside of normal working times may be required.
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