Tenant Services Expert

As a Tenant Service Expert, you will serve as the key liaison between AWC and its tenants across our retail, wholesale, and office properties. You will play a pivotal role in ensuring tenant satisfaction, smooth operations, and compliance with lease agreements—ultimately supporting tenant retention and contributing to property performance and value enhancement. Mandate Scope of Work (What You Will Achieve) In this critical role, you will: Foster Strong Tenant Relationships: Build and maintain positive, professional relationships with tenants. Act as the first point of contact to resolve concerns or service needs promptly, ensuring high satisfaction and long-term retention. Drive Tenant Renewal to Achieve Business Targets: Proactively manage and monitor lease expirations. Coordinate with Leasing and Finance teams to support timely tenant renewals and minimize vacancy downtime. Engage tenants in retention discussions, understand renewal barriers, and ensure renewal conversion aligns with property revenue targets. Support Leasing and Sales Transitions: Coordinate closely with leasing and sales teams to facilitate tenant onboarding, handovers, and fit-out processes. Assist in tenant orientation and ensure smooth transitions during move-in or renewal. Ensure Lease Compliance: Monitor and manage tenant adherence to lease agreements, including payment schedules, operational obligations, property rules, and regulatory compliance. Provide clarification and support to help tenants meet all terms effectively. Manage Proactive Tenant Communication: Disseminate timely updates regarding property operations, regulations, activities, or maintenance. Ensure transparent, consistent, and responsive communication to enhance tenant engagement and trust. Manage Short-Term Lease (<3 Months): Oversee commercial short-term tenants (e.g., pop-ups, kiosks, flea market), including contract setup, space coordination, approvals, and service alignment. Support Operational Efficiency: Work collaboratively with Property Management and Operations teams to identify and address operational pain points from the tenant perspective. Support issue resolution and escalation protocols. Drive Tenant-Centric Property Improvements: Gather and consolidate tenant feedback to provide insights that contribute to space improvement, operational upgrades, and future planning. Act as a voice of the tenant in internal discussions. Contribute to Financial and Business Goals: Support tenant retention, service excellence, and occupancy optimization—key levers for achieving rental revenue, EBITDA, and property performance targets. Promote a Positive Property Environment: Foster a supportive and professional atmosphere where tenants feel valued, well-serviced, and aligned with AWC’s positioning as a lifestyle destination leader. The Successful Applicant (What You Will Bring) We are looking for a passionate, service-minded professional who is highly collaborative, solution-oriented, and committed to enhancing the tenant’s experience in commercial real estate environments. Your qualifications should include: Experience: 3–5 years in tenant relations, property management, or customer service within retail, hospitality, or commercial real estate sectors. Relationship Management: Strong interpersonal skills and customer-centric approach to problem solving and engagement. Communication Skills: Excellent verbal and written communication abilities in both Thai and English. Operational Understanding: Familiarity with leasing terms, service-level expectations, and basic building operations. Proactive Mindset: Demonstrated ability to anticipate needs, resolve issues quickly, and propose improvements. Team Collaboration: Experience working with leasing, property, and facility teams in a dynamic business environment. Growth-Oriented Mindset: A “can-do” attitude with a willingness to learn, adapt, and embrace innovation to improve processes.