Manager, Tenant Experience in Toronto, Ontario at CROWN PROPERTY MANAGEMENT

At Crown, we are passionate about creating office communities that offer More than Square Footage. Our hands-on approach to customer service ensures our buildings are dynamic, engaging, and welcoming places to work. This commitment has been part of Crown’s culture for over 20 years. Today, Crown owns and manages more than 10 million square feet of office space and is known as a creative, collaborative, and committed landlord and partner.

Crown 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.

• 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.

• 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.

• 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

Why Join Crown?

About Us
Celebrating 25 years of growth, Crown is a leading real estate investment and management firm shaping the future of office spaces across Toronto, the GTA, and Ottawa. With over 10 million square feet under management and more than $3 billion in assets, we’re known for pairing smart investments with operational excellence, and for

empowering our team to make a real impact every day. Our customer-first mindset means fast decision-making, strong relationships, and a hands-on approach that values initiative and fresh ideas.

Proudly recognized as one of Canada’s Top Small & Medium Employers, Greater Toronto’s Top Employers, and Canada’s Greenest Employers, Crown is committed to building exceptional workplaces in every sense. We foster an inclusive, collaborative culture where careers grow, voices are heard, and sustainability and innovation are more than buzzwords- they’re part of how we work. Join a team that’s passionate about delivering outstanding experiences and creating lasting value for our tenants, clients, communities - and for you.

Accommodations
Crown is committed to providing reasonable accommodation to candidates with disabilities throughout the recruitment process and during employment, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation at any stage, please contact Human Resources

Legal Disclaimers
Work Authorization | Applicants must be legally entitled to work in Canada at the time of application, and during their employment at Crown.

Third-Party Recruiters | Crown does not accept unsolicited resumes from recruitment agencies. Please do not submit resumes or candidate information without prior written agreement. We are not responsible for any fees related to unsolicited submissions.

Assessment / Artificial Intelligence | As part of our recruitment process, Crown may require candidates to complete behavioral assessments. Some elements of this process may involve the use of AI-driven tools to help us better understand your strengths and working style. These tools are designed to support fair and consistent evaluations and ensure the best possible fit for the role and our team. AI may be used as a supportive tool; however, final decisions are made by humans.