Job Purpose
To lead and grow BTI’s rental business as a commercially strong, customer-focused, and technology-enabled operation. The position will be accountable for rental revenue, profitability, inventory acquisition, occupancy, transaction conversion, corporate leasing, customer experience, and team performance. The role will develop a high-quality and predominantly exclusive rental portfolio, strengthen relationships with property owners and corporate clients, and ensure efficient execution from property sourcing and lead generation through negotiation, agreement, handover, and post-rental service.
Key Responsibilities
1. Business Strategy, Revenue & Profitability
- Develop and execute the annual business plan for the rental division, aligned with BTI’s overall strategy.
- Achieve monthly, quarterly, and annual targets for revenue, profitability, transactions, occupancy, inventory acquisition, and corporate leasing.
- Prepare sales forecasts, budgets, resource plans, and territory-wise action plans.
- Monitor performance against targets and take timely corrective action where required.
- Identify new revenue streams, market segments, service offerings, and geographic expansion opportunities.
- Ensure that all commercial decisions deliver sustainable margins and appropriate returns.
2. Rental Portfolio Acquisition & Management
- Build and maintain a strong portfolio of residential, commercial, and corporate rental properties in high-demand locations.
- Prioritise exclusive or controlled inventory to improve service quality, conversion, and commercial returns.
- Lead market surveys and field activities to identify suitable properties and emerging rental opportunities.
- Evaluate properties based on location, demand, condition, rental potential, expected return, legal status, and business viability.
- Review and approve property-acquisition proposals within delegated financial and commercial authority.
- Maintain an accurate, current, and marketable inventory, minimising prolonged vacancy and unproductive listings.
- Regularly assess portfolio performance and retain commercially viable properties and owner relationships.
3. Sales, Lead Management & Deal Conversion
- Oversee the complete rental transaction cycle: lead generation, qualification, property matching, viewing, negotiation, documentation, closure, and handover.
- Establish a disciplined lead-management system to ensure proper recording, allocation, follow-up, ageing control, and conversion.
- Review sales pipelines regularly and intervene in high-value, complex, or delayed transactions.
- Set and enforce service standards for property presentation, customer handling, follow-up, negotiation, and closure.
- Ensure customers receive timely, complete, and accurate property information.
- Analyse lead sources, property-viewing outcomes, lost cases, and conversion trends to improve sales effectiveness.
- Develop structured follow-up mechanisms for individual and corporate clients.
4. Pricing, Market Intelligence & Competitor Analysis
- Monitor rental-market trends, competitor activities, prevailing rates, supply-demand movements, and customer preferences.
- Ensure regular market surveys and validation of information gathered by the team.
- Establish evidence-based pricing recommendations for property owners and clients.
- Advise management on market opportunities, competitive risks, pricing changes, and business implications.
- Use market intelligence to guide inventory acquisition, territory prioritisation, product packaging, and sales strategy.
5. Property Owner & Corporate Client Management
- Develop trusted, long-term relationships with property owners, landlords, developers, corporate organisations, institutions, and relocation partners.
- Lead negotiations relating to rental rates, deposits, lease periods, lock-in provisions, commissions, renewals, and other commercial conditions.
- Ensure that negotiated terms are competitive, commercially viable, policy-compliant, and properly documented.
- Develop customised proposals and leasing solutions for corporate clients.
- Build key-account plans to generate recurring business from corporate and institutional clients.
- Resolve escalated owner and client issues promptly while protecting BTI’s commercial interests and reputation.
6. Customer Experience & Service Quality
- Establish and enforce service standards across inquiries, property visits, bookings, documentation, handover, complaints, and post-rental support.
- Ensure all customer and owner queries are acknowledged and resolved within defined turnaround times.
- Monitor customer satisfaction, complaints, recurring service gaps, and transaction fallouts.
- Personally manage critical or sensitive escalations where management intervention is required.
- Coordinate with relevant departments to ensure a seamless experience for tenants, owners, and corporate clients.
7. Agreements, Compliance & Cross-Functional Coordination
- Oversee the timely preparation and execution of rental, lease, and corporate-leasing agreements.
- Coordinate with Legal to ensure that agreements accurately reflect approved commercial terms and protect the interests of all concerned parties.
- Ensure all required documents, approvals, verifications, and compliance checks are completed before transaction closure.
- Monitor agreement expiry dates, renewals, lock-in periods, deposits, commissions, and other contractual obligations.
- Coordinate closely with Marketing, Legal, Finance, Customer Service, Property Management, and other relevant functions.
- Ensure accurate and consistent information on property availability, reservation, occupancy, pricing, and transaction status across all systems.
8. Team Leadership, Governance & Reporting
- Lead, motivate, and develop the rental sales, property-acquisition, corporate-leasing, and customer-service teams.
- Set clear individual and team targets, territories, responsibilities, and performance standards.
- Conduct structured weekly and monthly performance reviews covering leads, listings, viewings, conversions, revenue, collections, customer service, and portfolio productivity.
- Coach team members and identify capability, manpower, and training requirements.
- Establish effective SOPs and controls covering property onboarding, lead allocation, property viewing, negotiation, documentation, customer service, and reporting.
- Ensure accurate and timely maintenance of property, owner, customer, lead, and transaction data in the designated CRM or management system.
- Submit periodic management reports highlighting results, forecasts, risks, opportunities, exceptions, and required decisions.
- Ensure compliance with company policies, approved pricing and commercial guidelines, ethical standards, and delegated authority limits.
- Perform any other business-related responsibilities assigned by management.
