National Client Experience & Relationship Manager at Growthpoint Properties

Key Performance Areas

Client Experience Strategy

• Develop and implement a national client service experience strategy aligned with business objectives.
• Implement strategies and initiatives to enhance client satisfaction and loyalty.
• Continuously improve the client experience by identifying pain points and areas of improvement.
• Develop and execute client retention strategies to reduce turnover and increase client loyalty.
• Develop and implement strategies to increase the desirability of the properties and related services among clients.
• 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.

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 organisation creates a strong sense of community and belonging within the properties managed by Growthpoint, fostering a positive environment.
• Organise events and activities that encourage interaction and engagement among clients, enhancing the overall community experience.
• Ensure that all initiatives and activities are in compliance with relevant laws, regulations, and industry standards.
• Integrate sustainability and environmental responsibility initiatives into the client experience and community building, aligning with modern expectations.
• 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.

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.

Data Analysis and Reporting

• Utilise data and analytics to measure and assess client satisfaction, engagement, and the effectiveness of strategies.
• Analyse client feedback and take action to address concerns and maintain long-term relationships.
• Prepare appropriate reports and recommendations for senior management based on data insights

Stakeholder Engagement  

• Collaborate with property management teams to identify opportunities for improving property features, amenities, and services. 
• 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 or other related fields which focus on Client experience.
• At least 5 years in a senior leadership role.
• Proven experience in client/customer experiences management, account management, or a similar role.

Education

• Bachelor of Commerce degree in hospitality, or a related field.
• A Postgraduate would be advantageous
• Certified Customer Experience Professional (CCXP)