Tenant & Customer Relations Manager

Central Park Borneo is a premier high-end lifestyle mall located in Balikpapan, East Kalimantan. Designed to redefine the retail and leisure experience, the mall curates an exclusive mix of international and premium brands, refined dining concepts, and elevated lifestyle offerings.

We are seeking a highly competent and service-driven professional to join our management team as

Tenant & Customer Relations Manager .

Position Summary The Tenant & Customer Relations Manager is responsible for overseeing tenant relationships and ensuring exceptional customer experience standards aligned with the mall’s premium positioning. This role requires strong leadership, strategic thinking, and outstanding interpersonal skills.

Key Responsibilities

Establish and maintain strategic relationships with all tenants.

Serve as the primary liaison between mall management and tenants.

Ensure tenant compliance with operational standards, visual merchandising guidelines, and mall policies.

Address tenant concerns and resolve issues in a professional and timely manner.

Collaborate with Leasing and Marketing teams to optimize tenant performance and engagement.

Customer Relations

Develop and implement premium customer service standards.

Oversee complaint handling and service recovery processes.

Manage and supervise Customer Service teams and frontliners.

Initiate and execute customer engagement and loyalty programs.

Qualifications

Bachelor’s degree in Management, Hospitality, Communications, or a related field.

Minimum 8 years of experience in a similar role within a high-end shopping mall, luxury retail environment, or 4/5-star hospitality industry.

Strong leadership and team management capabilities.

Excellent communication, negotiation, and stakeholder management skills.

Proven experience in complaint handling and service excellence management.

Professional appearance with a strong customer-centric mindset.

Proficiency in English (spoken and written) is highly preferred.

Competitive remuneration package (commensurate with experience)

Performance-based incentives

Prestigious and dynamic working environment. Join Central Park Borneo and be part of Balikpapan’s premier lifestyle destination, setting new standards in retail excellence and customer experience.

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