Job Description

• Responsible for the overall operations and maintenance of the property in order to provide
• customers with a comfortable environment and quality services and retailers with adequate facilities/ support leading to customer satisfaction and enhanced consumption
• Day to day/end to end mall operations
• Ability to handle Security, Parking, Housekeeping, Mall Maintenance and other Operations teams i.e Complete - facility management
• Delegating the responsibilities to the mall management team (subordinates) and outsourced agencies (Housekeeping Security) of Entire Mall and then taking feedback and reporting the same through MIS reporting system.
• To attend sort out the complaint of customers and brand owners as well as shop owners.
• Good team management
• Good communication
• Should have technical knowledge
• Should be outspoken and have good interpersonal skill
• Prepare an overall budget in coordination with Management for the Operations department
• Ensure adherence to the budget assigned for the various activities/ areas of operations (such as Engineering, Parking, House-keeping, Security etc.)
• Work effectively with internal departments (esp. leasing) and information is communicated around the business units - new store openings, launches, events, changes to procedures, staff newsletters.
• Contribute to the establishment and maintenance of positive relationships with tenants, Mall customers, community civic and governing officials, vendors, and customers
• Online Marketing - Assess the effectiveness of the mall website and implement content improvements and new features to meet on-line objectives. Manage and develop the e- newsletters from the website as required. Incorporate online activities with offline marketing promotions
• Consumer PR - Day to day responsibility for all PR Customer, Tenant as well as Govt Agencies
• Develop, understand and communicate relevant retail trends to include sales and footfall forecasting reporting and general issues
• Marketing Campaigns - Develop and implement ATL and BTL marketing campaigns and brand strategies to achieve growth in footfall.
• Preparing the annual Marketing Plan, and ensuring that marketing objectives are achieved
• Work closely with all agencies to develop yearly media plan and ensure timely and top-class implementation of all marketing communications.
• Develop and manage relationships with retailers, head office, suppliers, retained agencies ensuring cost efficiencies and brand guardianship is achieved at all times.
• Collecting monthly CAM (Common Area Maintenance) charges from the shop owners of mall and to maintain its record.
• Preparing the monthly Power point presentation of all promotional activities, branding events taken place at the Mall in that respective month.
• Develop and Implement SOP for each activity and then develop an affective MIS reporting
• system.
• Checking authorizing daily / weekly / monthly administrative expenses.
• Checking authorizing bill of specialized services provided by outside agencies.
• Checking approving materials requisitions for Entire Mall.
• Follow up for CIVIL Works, Pre monsoon cleaning and other civil related works to be attended.
• Parking Management Pay Park system for generating Revenue for Mall.
• Follow up for Technical Works - lifts, HVAC, DG set, plumbing, carpentry etc
• Record all complaints in complaint register resolve the same on priority basis.
• Co-ordinate with Marketing, Accounts, Customer Service and Maintenance Team.
• Benchmark the leasing status at other competing malls and update the market information and use the same to increase the occupancy at Mall.
• Responsible for enhancing sale of retailers, Responsible for documentations tracking lease/re-lease of retail spaces, Tracking occupancy of the mall. Evaluate performance of retailers on continuous basis and recommend churn as required
• Ensure category brand mix are performing optimum
• Networking with existing / potential retail fraternity / brokers / investors
• Analyzing and evaluating ongoing Business Performance of tenants
• Managing the business planning budgeting process
• Timely and accurate reporting of Mall performance
• Storefronts trends, Fit-out guidelines, Tenant Co-ordination
• Creating framework for key Retail Events and Promotions
• Executing Retail Events Promotions to exceed the expectation
• Conduct Business Review Meetings
• Key Areas :
• Lease Coordination
• Legal Coordination
• Retail Design
• Revenue Sales Maximization
• Events, Promotions, Sponsorships
• Retailer Relations
• New Initiatives for Revenue Customer Delight
• Lease Administration
• Budgeting Finance
• Business Review Meetings
• General Duties
• Retailer Communications

Qualifications
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• Knowledge of building systems and financial accounting
• Operations or facility management experience at a senior level as part of a shopping centre or property management team
• Simple valuation and investment principles
• Technical and soft services contractor procurement and management
• Understanding and application of risk management in the property environment
• Can involve standing and walking