About Rukita
Rukita is the nation's leading community-driven proptech company, improving urban living across major cities and for hundreds of members. We perfect the modern hassle-free rental experience using our unique approach, designing and operating co-living experiences.Rukita's design-driven and end-to-end property management services - powered by technology - allows us to meet the needs of today's urban living. Focusing on community, convenience and experience, we constantly push the boundaries of quality lives at an affordable price.The Rukita family is made out of a motley crew of real estate professionals, engineers, technologists, community builders, designers, marketers, happiness officers, and so much more. As a family, we work cohesively, collaboratively, value entrepreneurship, and do whatever it takes to deliver happiness in a living space.
About the Role
The Landlord Engagement team manages and nurtures relationships with Infokost Pro landlords after their properties go live on Rukita/Infokost. Working closely with the Landlord Support team as one unified function, Landlord Engagement acts as the strategic and managerial layer — guiding Support on communication standards, handling escalations, and driving building performance improvements.
This role focuses on ensuring strong occupancy levels, resolving complex landlord issues, and coordinating with Sales and Marketing to address underperforming buildings. It also leads cross-functional initiatives with Product and Tech to automate repetitive Support tasks, improve workflows, and enhance landlord satisfaction. Success is measured by improved occupancy, reduced Support workload, and sustained landlord engagement across the Infokost Pro portfolio.
Responsibilities
Post-live Relationship Management
- Act as the main point of contact for Infokost Pro landlords after their buildings are live.
- Maintain regular engagement cadence focused on occupancy, operational issues, and landlord satisfaction.
Escalations & Contract Management
- Handle escalated inquiries and complaints that Landlord Support team cannot resolve via chat.
- Lead discussions on contract extensions, renewals, and terminations; escalate legal issues when needed.
Building Performance Analysis & Action
- Review occupancy, traffic–to-signing funnel, and cancellation data with landlords.
- Propose and coordinate clear remediation actions with Sales, Marketing, and Market Research team to improve occupancy.
Risk Detection & Mitigation
- Identify and act on signals of landlord bypass (off-platform conversions) and double-booking.
- Coordinate immediate mitigation actions with Sales, Legal, Listing teams and implement process changes to reduce recurrence.
Coordination with Sales & Marketing
- Inform Sales & Marketing which buildings require focused attention (low occupancy or low traffic) and recommend appropriate interventions.
- Work with Marketing to prioritize campaigns for low-occupancy buildings when appropriate.
Process Improvement & Cross-Functional Projects
- Lead or support projects aimed at improving either the occupancy performance of Infokost Pro buildings or the operational efficiency of the Landlord Support team. This includes:
- Identifying recurring operational issues, inefficiencies, or manual workloads that can be automated or optimized.
- Collaborating with Product and Tech teams to propose, prioritize, and negotiate development of features or tools that minimize Support workload, improve landlord satisfaction, or drive better building performance.
- Designing and documenting improved workflows or SOPs resulting from these projects.
- Monitoring post-implementation outcomes and ensuring each project delivers measurable results tied to operational or occupancy KPIs.
Requirements
- Bachelor's degree in Business, Marketing, Real Estate, or related field — or equivalent experience.
- 3+ years in account management, customer success, operations, or partner management—preferably in proptech, OTA, hospitality, or marketplace environments. Experience managing partner escalations and contract discussions preferred.
- Familiarity with the Indonesian property rental market is a plus.
- Proficiency in ticketing systems (e.g. Zendesk, Salesforce), CRM tools, or data analysis software (e.g. Tableau, Metabase).
- Strong communication skills in Bahasa Indonesia and English.
- Strong coaching and stakeholder management skills.
- Conflict resolution and negotiation experience (contract renewals/terminations).
- Basic data literacy (plus if familiar with Data Visualisation tools) to interpret building performance and produce simple landlord-facing reports.
- Comfortable mentoring frontline teams and producing clear playbooks.
