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Consultant at Michael Page
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Client Relations Head - Engagement & Retention (10-20 yrs)
1. Manage end-to-end occupier engagement and occupier retention strategy
2. Think of creative concepts to convert and engage active occupiers, activate dormant occupiers and support in preparing and executing monthly marketing calendar for park level activities
3. Conceptualizing and managing occupier listening and delight programs and events to create stronger relationship and loyalty
4. Formulate a strategy for enhancing occupier engagement with the help of marketing, promotional activities etc.
5. Point of contact in the escalation matrix for all occupiers across locations for addressing complaints and escalate issues as appropriate
6. Skilled in building robust mutually beneficial relationships through influential negotiations and overcoming resistance to change. Well-networked with vendors, artists, media, event agencies across India
7. Collaborate with internal teams (e.g. leasing, operations, senior management) to address occupier needs
8. Conduct review meetings with internal team for timely and accurate reporting of performance of all parks across pan India locations
9. Strong coordination with the facility administration for up-keep of all the parks
10. Schedule regular meetings with tenants to address issues pertaining to day-to-day operations and ensure that they are satisfied
11. Create action plans to address occupiers business needs, analysing and evaluating ongoing business performance
12. Build strong network with existing and potential tenants
13. Institutionalise a measurement mechanism for customer service and loyalty such as C-SAT, NPS
14. Any other responsibility that may be assigned from time to time by the management
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