Manager/Sr. Mgr. Brand Experience & Relations

To build and maintain strong relationships with brands and business partners, improve Brand Satisfaction, Operational Excellence, Issue Resolution and Business Performance across M3M Office & Retail Assets.

Core Responsibilities

1. Brand Relationship & Coverage

100% coverage of operational brands/companies; regular visits and meetings with owners/management; maintain strong relationships and engagement with key stakeholders.

2. Brand Feedback & Voice of Customer (VOC)

Collect structured feedback from brands; capture feedback in SFDC; identify recurring issues, suggestions and business concerns; 100% planned feedback coverage.

3. Concern Resolution & TAT

100% concerns logged and assigned to respective departments; 90–95% issues resolved within defined TAT; regular follow-up until closure; zero critical issues left unattended.

4. Cross-Functional Coordination

Effective coordination with Asset Management, Facility, Engineering, Security, Housekeeping, Marketing, Leasing, CRM, Finance and other departments; ensure clear ownership and timely action closure.

5. Brand Satisfaction & Retention

Achieve 85%+ brand satisfaction; reduce repeat complaints; identify potential dissatisfaction/exit risks proactively; improve brand retention and overall occupier experience.

6. Mall / Project Experience & Management

Regular project/mall audits covering cleanliness, ambience, parking, security, signage, infrastructure, customer experience and common areas; identify gaps and drive corrective actions.

7. Business & Mall Success Initiatives

Identify opportunities to improve footfall, customer experience, brand visibility and business performance; support marketing/events/brand activation initiatives and contribute to overall mall success.

Exceptional Candidates may contact [phone removed]