Client Relationships & Renewals Manager
Inospace · Halfway House, South Africa ·
- Category
- Customer success
- Experience
- 3+ years
The Client Relationships & Renewals Manager is a high-volume, commercially focused role responsible for two core outcomes: retaining clients through proactive relationship management and renewal execution, and ensuring a seamless client experience from the moment a client moves in to the moment they vacate and receive their deposit refund.
This is not a passive account management role. With around 600 active clients across the Johannesburg portfolio, the successful candidate must operate with urgency, rigour and exceptional organisational discipline. This role sits within the Operations function and forms part of a team of 2–3 Client Relationships & Renewals Managers per region – a structure that is growing in line with the business. Each team member is jointly responsible for delivering a consistent, high-quality client experience across the portfolio.
The renewals function is the primary commercial responsibility of this role. The Manager must proactively manage a rolling renewals pipeline, negotiate lease extensions at terms that meet or exceed budget targets, and apply sound market intelligence to motivate pricing decisions internally and to clients. Secondary to renewals, this role supports new leasing by surfacing real-time intelligence on vacating clients and unit availability.
1. Client Lifecycle Coordination – Move-In to Move-Out
This role is the primary coordinator of the client experience across every stage of the lifecycle. You own the process and are
accountable for ensuring each department plays their part on time.
– Coordinate all client move-ins: liaise with the Projects and Facilities team to confirm unit readiness, ensure lease
documentation is signed, and provide a structured onboarding experience that sets the tone for the relationship.
– Manage client onboarding communications including welcome packs, introductions to key contacts, and clarity on
services, billing, and access.
– Track and manage unit handovers at move-out: coordinate inspections, snagging lists, and sign-off with the Projects
and Facilities team to ensure units are returned in acceptable condition.
– Own the deposit refund process from the client’s perspective: confirm move-out milestones are met, hand off to
Finance with all required documentation, and follow up to ensure the refund is processed timeously. Escalate delays
and act as the client’s point of contact throughout.
– Maintain an accurate, live view of all scheduled move-ins, move-outs, and unit transitions across the portfolio.
– Proactively communicate with clients at all lifecycle stages – no client should experience a gap in communication or an
uncoordinated handover.
2. Lease Renewals – Pipeline Management & Negotiation
Renewals are the primary commercial function of this role. The Manager is responsible for driving renewal rates that protect
occupancy and deliver rental revenue in line with or ahead of business targets.
- Maintain a live renewals pipeline across the full portfolio, tracking all leases by expiry date, client status, and
negotiation stage. - Initiate renewal engagement with clients a minimum of 3–6 months before lease expiry – earlier for anchor clients or
complex situations. - Conduct renewal negotiations directly with clients, presenting pricing proposals that are aligned with budget targets
and supported by market intelligence. - Exercise delegated authority to approve pricing adjustments within a defined mandate. Escalate renewals that fall
outside mandate to the Regional Portfolio Manager with a clear recommendation and supporting rationale. - Develop and implement renewal strategies that maximise the rate of renewals concluded, minimise vacancy periods,
and secure the most commercially favourable terms for the business. - Identify clients at risk of non-renewal early and implement targeted retention strategies including site visits, service
- interventions, or commercial concessions within mandate.
- – Manage the full lease signing process: prepare renewal documentation, obtain required approvals, and ensure
- executed leases are filed accurately and timeously.
- – Track renewal performance against targets on a weekly basis and report to the Regional Portfolio Manager with
- commentary on pipeline health, risks, and opportunities.
3. Market Awareness & Pricing Feedback
While in-depth market analysis is not the primary function of this role, the Client Relationships & Renewals Manager is
expected to maintain an active awareness of the immediate market around Inospace’s parks. Insights gathered through daily
client interaction and general market awareness should actively inform renewal pricing decisions.
- Stay informed of comparable rentals, available units, and any new offerings from competing buildings in the areas
surrounding Inospace parks. - Gather and relay client feedback on pricing – including any commentary on competitor offerings or alternative spaces
clients are considering – to the Regional Portfolio Manager. - Use market awareness and client insights to motivate price increases where conditions support it, or to recommend
pricing adjustments where a client has credible alternatives and retention is at risk. - Flag any notable market activity (new supply, competitor promotions, shifts in demand) to the team as part of ongoing
portfolio discussions.
4. Client Relationship Management
With over 600 clients in the portfolio, relationship management at volume requires structure, discipline and genuine client
focus.
- Serve as the primary relationship owner for all existing clients – ensuring each client has a consistent, responsive point
of contact at Inospace. - Conduct regular structured client touchpoints: proactive check-ins, satisfaction assessments, and issue resolution
follow-ups. - Implement and manage client feedback mechanisms to capture satisfaction data and identify emerging service or
operational issues before they escalate. - Log, track and resolve client complaints and service failures in collaboration with Operations, escalating systemic
issues that require structural remediation. - Identify upsell and cross-sell opportunities (e.g. additional space, value-added services) and refer these to the relevant
team with client context. - Maintain accurate client records and interaction logs in the CRM system.
5. Cross-Functional Coordination
The client experience is only as good as the coordination behind it. This role must operate as the glue between departments.
- Work closely with the Projects and Facilities team to ensure unit readiness for move-ins, timely resolution of
maintenance issues, and smooth handovers at move-out. - Collaborate with Finance to ensure accurate billing, timely deposit refunds, and resolution of billing disputes that affect
client satisfaction. - Coordinate with Projects and Asset Management where client needs or retention plans require unit modifications or
capital investment. - Partner with the Leasing Manager to ensure immediate notification when a client signals intent to vacate, enabling
rapid re-marketing of the unit. - Provide the Leasing Manager with qualitative intelligence on why clients are leaving (pricing, space, service,
competitor) to inform new leasing strategy. - Work with Marketing to support community engagement and client retention initiatives.
6. Reporting & Portfolio Tracking
- Maintain and update the renewals pipeline report regularly, including status, risk rating, and expected conclusion date
for every renewal in the portfolio. - Engage with the Leasing Admin team to ensure reporting is accurate, up to date, and reflects the true status of moveins,
move-outs, and active renewals across the portfolio. - Report on client lifecycle activity: move-ins, move-outs, renewal rate, and vacancy periods.
- Provide regular commentary on portfolio health, at-risk clients, and relevant market observations to the Regional Portfolio Manager.
Requirements
Essential
- Minimum 3–5 years’ experience in a client relationship, account management, or commercial property role.
- Demonstrable experience managing a high-volume client or tenant portfolio (100+ clients/accounts).
- Strong commercial acumen – able to understand pricing implications, interpret client feedback, and make sound
recommendations. - Exceptional organisational skills and the ability to manage multiple concurrent processes without dropping the ball.
- High sense of urgency and pace – this environment moves fast and the successful candidate must thrive under volume
and pressure. - Strong interpersonal and communication skills – confident engaging with clients at all levels, including difficult
conversations. - Proficiency in CRM systems and Microsoft Office (particularly Excel for pipeline and reporting).
Advantageous
- Experience in a property leasing or commercial property management role, with exposure to lease renewals and
negotiations. - Experience in the logistics, industrial or flexible workspace property sector.
- Familiarity with the Johannesburg commercial property market and key sub-markets.