Lettitia Findlay
Head of Marketing, Communication and Customer Experience at City Property Administration- Claim this Profile
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Bio
Daphna Caplan
Lettitia is always on the ball - she knows exactly what is going on in all the business sectors she manages. She has a wonderful ability to communicate her needs and makes sure the work is executed professionally and intelligently. She is an ideal person to work with because of this! She has fostered an excellent relationships with me and my colleagues and is an absolutely pleasure to work with, an asset to her company and the world at large.
Leonie Prinsloo
During my time with City Property and working alongside Lettitia, Lettitia became both a mentor and a friend. Lettitia has the unique ability to keep everyone grounded through difficult challenges. Her passion for people is truly reflected throughout her work. As the Head of Marketing, Communications & Customer Experience, she has all the essential characteristics: responsive, positive, analytical, and inspiring. Lettitia`s facilitation skills are impeccable. She doesn’t just direct, she guides, coaches and encourages people. Her ability to go out of her way to help others has made her stand out. Lettitia is also an inspiration, not only to me but to others, she has proved that with hard work and determination that you can achieve anything you set your mind to. Lettitia is definitely one of City Property`s biggest treasures.
Daphna Caplan
Lettitia is always on the ball - she knows exactly what is going on in all the business sectors she manages. She has a wonderful ability to communicate her needs and makes sure the work is executed professionally and intelligently. She is an ideal person to work with because of this! She has fostered an excellent relationships with me and my colleagues and is an absolutely pleasure to work with, an asset to her company and the world at large.
Leonie Prinsloo
During my time with City Property and working alongside Lettitia, Lettitia became both a mentor and a friend. Lettitia has the unique ability to keep everyone grounded through difficult challenges. Her passion for people is truly reflected throughout her work. As the Head of Marketing, Communications & Customer Experience, she has all the essential characteristics: responsive, positive, analytical, and inspiring. Lettitia`s facilitation skills are impeccable. She doesn’t just direct, she guides, coaches and encourages people. Her ability to go out of her way to help others has made her stand out. Lettitia is also an inspiration, not only to me but to others, she has proved that with hard work and determination that you can achieve anything you set your mind to. Lettitia is definitely one of City Property`s biggest treasures.
Daphna Caplan
Lettitia is always on the ball - she knows exactly what is going on in all the business sectors she manages. She has a wonderful ability to communicate her needs and makes sure the work is executed professionally and intelligently. She is an ideal person to work with because of this! She has fostered an excellent relationships with me and my colleagues and is an absolutely pleasure to work with, an asset to her company and the world at large.
Leonie Prinsloo
During my time with City Property and working alongside Lettitia, Lettitia became both a mentor and a friend. Lettitia has the unique ability to keep everyone grounded through difficult challenges. Her passion for people is truly reflected throughout her work. As the Head of Marketing, Communications & Customer Experience, she has all the essential characteristics: responsive, positive, analytical, and inspiring. Lettitia`s facilitation skills are impeccable. She doesn’t just direct, she guides, coaches and encourages people. Her ability to go out of her way to help others has made her stand out. Lettitia is also an inspiration, not only to me but to others, she has proved that with hard work and determination that you can achieve anything you set your mind to. Lettitia is definitely one of City Property`s biggest treasures.
Daphna Caplan
Lettitia is always on the ball - she knows exactly what is going on in all the business sectors she manages. She has a wonderful ability to communicate her needs and makes sure the work is executed professionally and intelligently. She is an ideal person to work with because of this! She has fostered an excellent relationships with me and my colleagues and is an absolutely pleasure to work with, an asset to her company and the world at large.
Leonie Prinsloo
During my time with City Property and working alongside Lettitia, Lettitia became both a mentor and a friend. Lettitia has the unique ability to keep everyone grounded through difficult challenges. Her passion for people is truly reflected throughout her work. As the Head of Marketing, Communications & Customer Experience, she has all the essential characteristics: responsive, positive, analytical, and inspiring. Lettitia`s facilitation skills are impeccable. She doesn’t just direct, she guides, coaches and encourages people. Her ability to go out of her way to help others has made her stand out. Lettitia is also an inspiration, not only to me but to others, she has proved that with hard work and determination that you can achieve anything you set your mind to. Lettitia is definitely one of City Property`s biggest treasures.
Credentials
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Fidelity Fund Certificate - Full status Estate Agent
Estate Agents Affairs Board South AfricaJan, 2023- Nov, 2024
Experience
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City Property
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South Africa
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Real Estate
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200 - 300 Employee
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Head of Marketing, Communication and Customer Experience
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Oct 2020 - Present
Marketing and communications manager with 10+ years’ experience in the property management environment. Increased brand awareness and sales using various marketing tools including digital marketing as well as traditional marketing tools with print media, direct marketing tools and radio advertising. Successes:Marketing budget savings over the past year of R2.5million compared to budget.70% increase in enquiries and interest shown in the spaces the company offers.Staff:Management and evaluation of staff ensuring optimal performanceCustomer Experience:Refer to responsibilities set out under Customer Experience ManagerMarketing:Manage the marketing function to cultivate the interest of customers in City Property and Octodec services and products.Develop and deliver marketing and digital marketing strategies in line with the company strategyMonitor the success of all marketing and communication campaigns compared to sales activitiesCreate, maintain, and conduct analytics reporting across multiple platforms and extract key insights for future campaign development and go-to-market strategies. Analyse customer and market insights, consumer trends, market analysis, and marketing best practices to build successful strategies to increase customer conversions and generate more qualified leads.Manage the marketing and communications budget and ensure program milestones related to marketing and communications are achieved on time and within budget.Contract and SLA management as well as professional business relations with suppliers, consultants, and service providers. Show less
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Customer Experience Manager
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Apr 2015 - Sep 2020
In charge of delivering a seamless customer experience across all stages and touchpoints in the customer journey through improving various processes and the introduction new technology tools to enhance the customer experience, using insights derived from analysing the voice of the customer from Ad Hoc and post call surveys.Successes:Initiated and implemented a centralised Customer Contact Centre to serve all tenants and prospective tenants of all regions.Implementation of Freshdesk to automate contact centre process minimising manual intervention in this customer touchpoint which caused bottlenecks during busy periods.Implementation of post call surveys to identify customer touchpoints requiring improvement and implementing identified improvements.Implementation of tenant rewards program to entice tenants to remain after their lease expiry date.Areas of responsibility:Increase customer loyaltyCustomer relationship managementCustomer perception managementInvestigation, implementation and improvement of processes and technology capabilities required to deliver desired customer experienceAnalysing the “voice of the customer” (customer experience surveys) to understand why customers are satisfied/dissatisfied to develop insights into customer needs and behavioursEnhance satisfaction and increase profits by retaining customersMaintain and build interdepartmental relationships to improve customer serviceTraining and day-to-day coaching of staff on customer service best practicesMonthly analysing of and reporting on customer service statistics Show less
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City Property
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South Africa
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Real Estate
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200 - 300 Employee
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Assistant Manager Business Processes
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May 2014 - Feb 2015
Improved and implemented business processes and process-flows according to audit reports in the Residential Leasing Department as well as initiated and developed documentation to improve business processes and improve customer contact. Successes: Implemented rent negotiation strategy and guidelines to retain residential tenants Improvement to various residential processes to ease sign-up and enquiry process for customers and staff alike. Areas of responsibility: Customer Service Management: Resolve internal and external conflicts and problems Maintain and build customer relationships Maintain and build interdepartmental relationships Training of staff on customer service aspects Residential Credit Control Management: Collection of arrears to be less than specified target Compiling of monthly credit control reports Reporting at management meetings Business Processes: Analyse all business processes Amendment of processes to be in line with audit reports Improvement of processes to be more customer orientated Implementation of new processes Show less
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City Property
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South Africa
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Real Estate
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200 - 300 Employee
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Centre Manager
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Jun 2011 - Mar 2014
Residential Component:(44 762m²)469 Residential unitsCommercial Component:(9 295m²)22 shops and 1 office complex which includes: Anchor tenant (Shoprite)National tenants (6)Other tenants (15)Parking (30 680m²)Staff:Management and evaluation of staff ensuring optimal performance16 Cleaners6 Security officers2 Handymen2 Building Managers4 Office staffAreas of responsibility:Looking after shareholders interest by maximising returns on the property.Maximisation of portfolio:Growing of existing tenantsReducing vacanciesIncome, i.e. of rental fees, and incurred operating expensesMonthly rental increase controlCollection of arrearsManagement meetings and Shareholder meetingsCompiling of management reports in respect of leasing, credit control, income and expenses as well as cash flow projectionsReporting at management meetingsManagement of all standard operating proceduresMANAGEMENTLeasing:Plan , direct and coordinate leasingMeet with prospective tenants to show propertyLease negotiationsMarket the property and its benefits to prospective tenantsMaintain records of and property availability.Determine and certify the eligibility of prospective tenants, following government regulations.Maintenance:Plan, schedule and coordinate general maintenance, major repairs and remodeling of propertyInspect grounds, facilities, and equipment routinely to determine necessity of repairs or maintenance. Negotiation of third party contracts and management of contractorsTenant Management:Resolve internal and external conflicts and problems following management rules and regulations. Maintain records of rental or usage activity, special permits issuedMaintain and build tenant relationshipsFinancial Management:Prepare detailed income and expense budgetsCompiling of monthly financial reports for propertyCompiling of annual financial reports for property Show less
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Residential Property Manager
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Nov 2009 - May 2011
Size of portfolio: 3 portfolios, 16 buildings, 1393 flats in and around the Pretoria CBDEffective management of property and facilitiesInspection of grounds, facilities and equipment routinely to determine necessity of repairs or maintenancePlan schedule and coordinate general maintenance, major repairs of propertiesEnsuring cost effectiveness and optimal performance of contractors, cleaning and building management staffInvestigate complaints, disturbances and violations and resolve problems following management rules and regulationsPreparing detailed budgets and financial reports for properties Show less
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Residential Leasing and Admin Manager
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Jun 2007 - Oct 2009
Meeting with prospective tenantsShow propertiesLease negotiationMarket the property and its benefits to prospective tenantsResolve tenant complaints and problemsImplementation of management and house rules and regulationsManagement of all standard operating proceduresCompiling of weekly statistical reports in respect of letting as well as current and future vacanciesManaging staff performance and doing staff evaluationsMonthly rental increase controlMaintain and build tenant relationshipsManage administration and leasing staff , ensuring optimal performance Show less
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Education
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1989 - 1989
Colesberg High School
Grade 12 -
Red & Yellow Creative School of Business
Marketing strategy
Community
