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.
- Solid communication and interpersonal skills.
- Excellent stakeholder and relationship-management abilities.
- Solid 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

Location: M3M Route65, Gurgaon

Interested candidates can share their CV with:
[email protected]

Please mention “CRM / Tenant Relationship Manager – M3M Route65” in the subject line.

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