Mall Manager

2 weeks ago


Dubai, Dubai, United Arab Emirates Landmark Group Full time

JOB PROFILETo oversee and direct all aspects of the Mall's management, ensuring all departments co-ordinate well by focusing on:1.Ensuring the highest levels of customer satisfaction (Mall Visitors &Tenants), by ensuring smooth function of the shopping mall2.Maximization of revenues and profits,3.Minimisation of operating costs,4.Implementation, follow up and the improvement of service standards / team members training.

OVERALL RESPONSIBILITIESLeasing

  • Follows company procedures to effectively lease retail space above target rentals
  • Arranges, negotiates and conclude lease agreements in line with desired tenancy mix and budget
  • Works with Finance and legal functions to produce the required documentation for leasing
  • Conducts site visits and works with retailers to maintain compliance to leasing plans, regulations and timeframes for changes
  • Produces regular reports on leasing status and performance
  • Completes assigned tasks within given deadlinesMall Management
  • To support the overall strategic management of the Mall by establishing effective working relationships: in particular, Housekeeping, Security, Engineering, Marketing and Leasing.
  • Conduct routine inspections of all areas of the Mall.
  • Coordinate with Housekeeping, Maintenance and the Security departments to ensure that both the Front of House (FOH) & Back of House (BOH) area of the Mall are safe and clean for Customers, Tenants and team members.
  • Ensure mall operating policies and procedures are duly followed by the tenants, service providers, contractors, etc. incl. Occupational Health & Safety standards
  • Perform periodic mall audits, customer surveys, trade area analysis to maintain current understanding of customer shopping habits, change in preferences, etc.
  • Handle conflicts/dispute situation amongst tenants, customers, mall visitors in a smooth manner avoiding disruption to mall activity and upholding company reputation
  • Ensure that there is suitable team deployment in all areas according to the business levels appropriate at any given period.
  • Participate in the creation of departmental strategies, operational procedures and policy development.
  • To ensure that the Engineering team works within all legal and organisational standards and that technical efficiency is maintained at an optimum level.
  • Ensures that repairs are recorded and dealt with in the quickest possible time with minimal impact on shoppers / tenants.
  • Manage the process of tenant fit out, plan approvals and work processes.
  • Assist the leasing team with sourcing of tenants for Shops/Kiosk's/ATM's and for any vacancies in the mall
  • Mall manager should constantly be looking at opportunities in increasing mall revenues. Viz In Mall Advertising, Temporary Space Selling , Rebates from vendors etc
  • Maintenance of files & records (Licenses, Insurance etc) of all the statutory institutions required for a mall.
  • Serve as the main point of contact for tenants, addressing their needs and concerns promptly and professionally.
  • Foster positive tenant relationships by providing excellent customer service and building rapport.
  • Conduct regular tenant meetings to understand their requirements, resolve issues, and identify opportunities for improvement.
  • Proactively address tenant concerns to ensure high tenant satisfaction and retention rates.
  • To oversee Mall tenants operations ensuring that all the Malls standards are met consistently.
  • Manage tenant relations through periodic town hall meetings. Receive complaints, suggestions and other improvement ideas to be updated with senior management for approval and plan for subsequent implementation
  • Ensure effective and respectful response by Managers / Supervisors to tenant concerns.
  • Actively follow up on Tenant feedback in a fast and effective manner.
  • Ensure follow-up on house rules /Tenant Operations Manual.
  • Ensure effective standards of two-way communication exist for all tenants.
  • Assist the finance team with the payments receivables collection from tenantsOperational Costs & Budgets
  • To achieve the planned operational efficiencies and within budget.
  • Ensure that Operational costs are controlled in a detailed and structured manner.
  • Manage, with the Finance/Projects team, effective commercial negotiations with suppliers ensuring that the right balance between cost, quality and reliability is maintained as and when required.
  • Ensure that any operational supplies are ordered and delivered against clearly defined specifications and within or better than agreed budget limits.
  • Assist with the preparation of yearly budgets in conjunction with Finance Team & Operations Manager-GCC.
  • Review and approve expense/petty cash accounts for the Operations Team.
Team Recruitment & Development

  • Work with the territory HR for the recruitment of Mall Management & Customer Service Staff
  • Ensure that employees within the Management Team are well managed, have clear objectives and that they are deployed in the most productive way.
  • Ensure all employees are fully trained in job skills and customer service
  • Set clear tasks for each employees as and when required.
  • Ensure effective standards of two-way communication exists for all employees.
Marketing & Events

  • To assist the marketing team to effectively implement the marketing plan for the mall
  • Identify in mall branding opportunities & create rate card with assistance of marketing team
  • Actively seek opportunities for revenue increase via In Mall branding
  • Coordinate with the facilities & events team for the smooth functioning of events of the mall
  • To measure the efficiencies of the promotions/events by co-relating with footfalls & salesEXPERIENCE & QUALIFICATIONS
  • Related Bachelor's degree or an education / experience combination in the areas of marketing, business administration, real estate (leasing), property management, retail management.
  • MECSC/ICSC Mall Management training/designations is desirable.
  • Minimum of 7-10 years of experience in Shopping Malls/Property Management/Retail
  • Strong fiscal management and proven abilities in preparing budgets and meeting required targets / deadlines.
  • Possess superior communication and interpersonal skills with a high degree of human relations skills.
  • Strong organization and conflict management skills.
  • Proven leadership and people management are critical for this role.
  • Excellent negotiation and client relationship skills.
Global Store Program Manager -, Global StoreAgri International Operations SupervisorHead of Middle East and Africa Customer Services Business ManagementOperations Supervisor (UAE National Only)
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