Position SummaryCrown is seeking a
Manager, Tenant Experience to join our Toronto team. This role leads the strategy, programs, and standards that shape how Crown delivers exceptional customer service and tenant experience across the portfolio, working closely with property management teams to ensure a consistent, high-quality experience that reinforces Crown's promise of
More than Square Footage.
ResponsibilitiesTenant Experience Strategy & Program Leadership- Lead the development and evolution of Crown's tenant experience strategy across the portfolio, ensuring alignment with Crown's brand, values, and service goals.
- Implement and oversee Crown's tenant onboarding program, providing Tenant Service Representatives with the tools, training, and support needed to deliver consistent and high-quality onboarding experience.
- Establish and maintain CX standards, service playbooks, workflows, and SOPs that guide how tenant experience is delivered consistently across all Crown properties.
- Define and monitor tenant experience KPIs including NPS, service response times, engagement levels, and digital platform adoption.
- Develop reporting tools and dashboards to track performance, identify trends, and drive continuous improvement across the portfolio.
CX Systems, Communications & Insights- Oversee Crown's tenant communications strategy and standards, including messaging frameworks, templates, and communication guidelines that support a consistent tenant experience.
- Lead Crown's tenant feedback and survey program, including deployment strategy, insights analysis, reporting, and development of action plans with property teams.
- Oversee the strategy and performance of Crown's tenant engagement platform, driving tenant adoption and maximizing the platform's value as a communication and engagement tool.
Portfolio Implementation & Team Enablement- Partner with property management teams to support the rollout and execution of tenant experience programs across Crown's portfolio.
- Provide training, coaching, and guidance to Tenant Service Representatives and property teams on TenEx programs, systems, and service standards.
- Manage budgets and vendor relationships related to tenant experience programs including survey providers, TenEx consultants, and technology partners.
- Act as Crown's internal tenant experience subject matter expert, supporting cross-departmental initiatives that impact the tenant experience.
Education & Experience Requirements
- University degree in Marketing, Communications, or related field
- 5+ years of progressive marketing and communications and/or hospitality experience (commercial real estate or professional services preferred)
- Proven experience developing and executing integrated marketing and corporate communications strategies
- Strong brand stewardship and storytelling skills
- Excellent written and verbal communication skills, including executive-level messaging
- Demonstrated ability to manage agencies, vendors, and cross-functional stakeholders
- Analytical mindset with experience tracking and reporting on campaign performance
- Proficiency in Adobe Creative Suite, Canva, digital platforms, and emerging AI tools
What We're Looking For- Strong leadership with a focus on tenant experience development
- A proactive, hands-on problem solver who is comfortable supporting both technical systems and users.
- A collaborative team player who can work effectively across departments and with external vendors.
- Comfortable working in a fast-paced, evolving environment with changing priorities.
- A strong sense of ownership and accountability in delivering tenant programs, platform support and innovative solutions.
- Highly effective communicator with the ability to manage projects with stakeholders, employees and tenants
- Entrepreneurial mindset with the ability to identify and execute new opportunities to enhance experience offerings
- Strong organizational and project management skills, with the ability to manage multiple priorities
- Willingness to travel consistently to all properties, including management offices and properties throughout the GTA West, GTA East, Downtown, Ottawa.
Why Join Crown?- Base salary: $80,000 - $95,000 per year, based on experience and qualifications
- Eligibility for discretionary annual performance bonus linked to individual, team, and company goals
- Comprehensive health benefits
- Pension matching program to support your long-term financial security
- Professional development and membership dues coverage
