Who We Are
RioCan is one of Canada's largest Real Estate Investment Trusts (REIT). We own, manage and develop retail-focused, increasingly mixed-use properties in Canada's major markets. We pioneered the REIT concept almost 30 years ago and have transformed Canadian real estate.
We are proud to be recognized as one of Canada's Greenest Employers and a Greater Toronto's Top Employer. At RioCan, you can build a career with real impact and longevity. You get the stability and resources of an established company and the entrepreneurial and collaborative spirit of a start-up. Life at RioCan is dynamic and fast-paced. We know that great ideas can come from anywhere, and we empower our people to suggest and implement them. We value different voices and perspectives and appreciate that the unique backgrounds and identities we each bring to our jobs make the whole business stronger.
POSITION OVERVIEW:
Reporting to the General Manager, the Tenant Relations Manager acts as a liaison between the Property Management and tenants. Their main goal is to promote the interests and satisfaction of the tenant by addressing tenant issues, improving customer service and monitoring tenant satisfaction, planning/executing facility events and facilitating open and transparent communication channels for tenants. This role is a part of a pilot project and is critical in elevating the tenant experience at the property.
RESPONSIBILITIES:
- Develop and maintain positive relations with tenants, contractors, local community groups.
- Create a best in class experience for tenants and customers.
- Analyze processes and procedures to ensure optimum efficiency levels.
- Assist in the development and capture all tenant interactions into the customer relationship management platform.
- Primary tenant contact for requests and responsible for complaint follow-up and resolution.
- Monitor and track work orders via RioCan Connect to ensure set service levels are met
- Review tenant service calls to establish trends and resolve recurring service calls and complaints with the appropriate department(s).
- Conduct tenant presentations and town halls focusing on building procedures, initiatives, and industry trends
- Interface with tenant representative to ensure smooth move-in process, maintain and enhance relationship with tenant contact on ongoing basis
- Keep tenants informed about building facilities and clarify building procedures
- Resolve tenant disputes and review processes to eliminate reoccurrence of root cause of problem
- Update tenant contact database including emergency contacts
- Provide administrative support to the property management team
- Conduct monthly inspections of the site and ensure repairs are completed in a timely manner
- Analyze traffic counters and work with tenants to understand their business in order to maximize their sales
- Lead property management tenant engagement events
- Work with the corporate marketing team to implement the annual Marketing plan for the retail and office component
- Understanding of leases, general accounting, and day to day operations
- Other duties as assigned
QUALIFICATIONS:
- Minimum of 4+ years in a progressive client services role in the commercial real estate
- Post-secondary education
- Customer centric mentality is a must
- Excellent interpersonal skills
- Results oriented and ability to work in a fast-paced environment
- Take ownership, innovative, and resourceful
- Ability to work under pressure and meet deadlines without compromising accuracy and quality
- Intermediate computer skills and proficiency in Excel
- Excellent communication and problem solving skills
- Demonstrate ability to learn / apply new processes
- Proven organizational skills and ability to cope with changing needs
- Initiative and the ability to work independently and also as part of a team
- Familiarity with real estate softwares
Why join RioCan?
We believe in rewarding you for what you do and investing in your career and long-term success. Our total rewards and perquisites program is designed to fit and enrich your life physically, emotionally, financially, and socially. We offer eligible employees:
Work / Life Balance that prioritizes YOU. Enjoy a hybrid work model with flexible work hours, an extra-long weekend with our RioCan Cares Day, and half days before every long weekend in the summer.
Professional Growth and Development that includes a continuing education reimbursement, a mentorship and leadership development program, on-demand online learning, and cross-training opportunities.
An Extensive Health and Benefits Program that includes health and dental benefits for you and your family starting on day one, a healthcare spending account, an employee family and assistance program, virtual healthcare, and other resources.
A Comprehensive Retirement Program to help prepare our employees for the future. This includes matching employee contributions in a retirement savings plan, pension plan, and an employee unit purchase plan.
Additional Perks and Benefits that include paid time off, parental leave top-up, various employee discounts, employee referral and recognition programs, and opportunities to participate in community initiatives, committees, and social events throughout the year.
We are committed to creating a diverse and inclusive work environment where all employees are valued, included, and empowered to do their best work and bring great ideas. People are at the core of who we are, and we respect that they have taken all paths to get here. RioCan welcomes applications from all candidates and is committed to providing accommodations for people with disabilities. If you require accommodation at any stage of the application process, please let us know, and we will be happy to work with you to meet your needs.
Click here to learn more about who we are and what a career at RioCan can look like for you. You can also visit us at www.riocan.com.