Customer Relationship Manager

Ics Realty; Gurugram District; On-site; INR 800,000 - 1,600,000; Full time

Job summary

Ics Realty is seeking a proactive CRM / Tenant Relationship Manager to manage tenant and retailer relationships at M3M Route65, Gurgaon.

You will coordinate with Operations, Leasing, Marketing, and other teams to ensure high tenant satisfaction, timely issue resolution, and effective tenant engagement in a fast-paced mall environment. Strong communication and MS Excel skills are essential.

Qualifications

• Graduate/MBA in Marketing, Retail Management, Hospitality, Business Administration, or related field.
• 4-8 years of experience in CRM, Tenant Relationship Management, Retail, Mall Management, Hospitality, Commercial Real Estate, or Customer Relationship Management.
• Experience coordinating with internal departments and stakeholders.

Responsibilities

• Manage day-to-day tenant and retailer relationships across the mall.
• Serve as primary contact for tenant queries and escalations.
• Develop relationships with retailers, brand representatives and store managers.
• Conduct regular tenant meetings, feedback sessions, and relationship-building activities.
• Maintain a structured CRM with tenant contacts, agreements, and feedback.
• Coordinate with Operations, Leasing, Marketing, Security, Facility Management, Finance, and Projects teams to resolve tenant issues.
• Track tenant complaints and ensure timely closure within defined TATs.
• Support tenant onboarding and fit-out coordination.
• Coordinate mall events, campaigns, promotions, and activations.
• Communicate mall policies, SOPs, and announcements to tenants.
• Conduct tenant visits and floor walks to assess needs.
• Prepare tenant feedback reports and MIS for management.
• Support initiatives to improve tenant retention and experience.

Skills

Tenant relationship management

CRM tools

MS Excel

PowerPoint

MIS reporting

Stakeholder management

Communication skills

Education

Graduate/MBA in Marketing, Retail Management, Hospitality, Business Administration, or related field

Tools

CRM software

MS Excel

PowerPoint

Job description

CRM / Tenant Relationship Manager

Location: M3M Route65, Gurgaon
Industry: Retail / Mall / Commercial Real Estate
Department: CRM / Tenant Relations
Experience: 48 Years
Employment Type: Full-Time

About the Role

We are looking for a proactive and relationship-oriented CRM / Tenant Relationship Manager to manage and strengthen relationships with tenants, retailers, brands, and internal stakeholders at M3M Route65, Gurgaon.

The role will be responsible for ensuring high-quality tenant engagement, addressing retailer concerns, coordinating with internal departments, and supporting initiatives that improve tenant satisfaction, retention, and overall mall performance.

Key Responsibilities

• Manage day-to-day tenant and retailer relationships across the mall.
• Act as the primary point of contact for tenant queries, concerns, requests, and escalations.
• Develop strong relationships with retailers, brand representatives, store managers, and key decision-makers.
• Conduct regular tenant meetings, feedback sessions, and relationship-building activities.
• Maintain a structured database of tenants, key contacts, agreements, operational requirements, and feedback.
• Coordinate with Operations, Leasing, Marketing, Security, Facility Management, Finance, and Projects teams to resolve tenant issues.
• Track tenant complaints and ensure timely closure within defined TATs.
• Monitor tenant satisfaction and identify recurring issues requiring management intervention.
• Support tenant onboarding and fit-out coordination by facilitating communication between tenants and relevant mall teams.
• Coordinate with retailers regarding mall events, marketing campaigns, promotions, activations, and customer engagement initiatives.
• Ensure effective communication of mall policies, operational guidelines, SOPs, circulars, and announcements to tenants.
• Conduct regular tenant visits and floor walks to understand operational challenges and retailer requirements.
• Prepare tenant feedback reports, issue trackers, MIS, and periodic CRM reports for management.
• Support initiatives aimed at improving tenant retention, trading performance, engagement, and overall tenant experience.
• Build a strong tenant community and create a positive relationship between the mall management and retailers.
• Follow up with tenants for required documentation, operational compliance, and other mall-related requirements.
• Handle sensitive tenant escalations professionally and coordinate with senior management wherever required.

Key Performance Areas (KPIs)

• Tenant satisfaction and relationship quality
• Complaint resolution and TAT adherence
• Tenant engagement and participation
• Tenant retention and relationship management
• Timely closure of tenant issues
• Quality and accuracy of CRM/MIS reporting
• Coordination with internal departments
• Tenant feedback and escalation management
• Support for mall events, campaigns, and activations

Candidate Profile

• Graduate/MBA in Marketing, Retail Management, Hospitality, Business Administration, or related field.
• 4-8 years of experience in CRM, Tenant Relationship Management, Retail, Mall Management, Hospitality, Commercial Real Estate, or Customer Relationship Management.
• Candidates from malls, retail brands, commercial real estate, hospitality, banking, premium customer service, or relationship management backgrounds may be considered.
• Strong communication and interpersonal skills.
• Excellent stakeholder and relationship-management abilities.
• Strong follow-up and problem-solving skills.
• Comfortable interacting with senior retailer/brand representatives.
• Good knowledge of MS Excel, PowerPoint, CRM tools, and MIS reporting.
• Strong customer-service orientation with a professional and solution-focused approach.
• Candidates should be comfortable working in a fast-paced mall environment.

Preferred Skills

Tenant Relationship Management | CRM | Retail Operations | Mall Management | Customer Experience | Stakeholder Management | Complaint Resolution | Tenant Engagement | MIS | Escalation Management | Retailer Coordination