Senior Centre Manager

The role holder is responsible for end-to-end management of assigned retail assets/ overall P&L performance. The role holder provides inputs on the tenant mix, monitors tenant performance, including sales and payments, and oversees tenant and customer relations, activation, marketing, events, promotions for the destination, and effective performance by other departments such as FM.

Strategic Responsibilities

• Supports the ED – Property Management in devising specific strategies and plans for the assigned asset/mall and driving its implementation by cascading it down to all levels.
• Lead the preparation of the Asset Plan for the coming year, including the initiatives in line with the vision of the asset to deliver the financial imperatives and align with the DHAM Retail Strategy.

Core Responsibilities

Tenant Operations

• Maintain relationships with tenants by meeting with them on a regular basis to develop strong relationships and act as the focal point for all tenant requests, issues, and complaints.
• Ensure tenant operations align with contractual requirements and mall operating policies.
• Monitor tenant fit-out activity to ensure completion within the contractual timeframe.
• Coordinate with the leasing team to ensure timely tenant lease renewals and issue new lease contracts for new tenants as applicable.
• Monitor retail tenant performance, provide analysis for all retailers, and assist the leasing department in planning, controlling, and optimizing the brands and tenant mix (replacement of poor and non-performing tenants).
• Approve tenant termination and exit formalities, ensuring that the tenant relations team manages the process efficiently
• Oversee the preparation of exceptional cases for presentation to the Asset Management Committee (AMC)
• Ensure that robust processes are in place to carry out periodic checks to ensure tenants keep their stores well-presented and to the highest level of housekeeping, cleanliness, safety, and security at all times.
• Ensure robust processes are in place to monitor and direct tenant compliance to safety measures and fire systems. Ensure that the retail asset complies at all times and that safety matters are addressed according to Civil Defense requirements and the international standards of retail asset operations.
• Liaise with DH and DHAM legal departments on tenant cases. Provide recommendations to AMC / ED Property Management / MD Retail as required

Financials

• Manage the asset P&L to deliver EBITDA as per budget.
• Monitor and manage AR in conjunction with the finance department
• Monitor and raise appropriate questions to other departments (leasing, FM, marketing) about the budget performance of the asset.
• Ensure that robust processes are in place to collect the required documents and information to facilitate the collection of TOR by Finance.

Customer Relations

• Ensure excellent customer experience by addressing queries and issues in a timely manner.
• Oversee annual customer satisfaction surveys in coordination with the marketing team and ensure that the required customer satisfaction levels are met.
• Provide recommendations to ED PM on asset improvement plans and plans to increase customer satisfaction

Mall Maintenance and Operating Budgets

• Oversee mall maintenance and upkeep, aesthetics, services, and safety via working with owners’ association representatives and service providers (FM, security, community management, waste management, pest control, and other services) team and service providers to optimize quality operation and services.
• Handle escalated issues regarding common areas in the mall in coordination with the community management team.
• Provide inputs for the preparation of annual operating budgets for the asset. Monitor the FM team's budget spend and drive cost savings where necessary.
• Monitor and report operating expenses (FM and utilities) monthly.
• Develop asset improvement plans in coordination with the technical team and establish the required re-investment CAPEX and OPEX to improve the mall premises.
• Recommend cost-saving initiatives to the appropriate departments.
• Ensure that all required tenant insurances are in place for the mall's operations.
• Ensure all HSE and QC requirements are met for a smooth flow of operations.
• Maintain relationships and communication with government agencies to coordinate any retail asset issues as required.

Marketing and Promotions

• Support the annual marketing plan and events calendar for the mall in coordination with the marketing team.
• Ensure implementation of all marketing activities and events for the mall that shall improve footfall and increase revenues, including festivals (Eid, Christmas, etc.) and holidays (National Day, New Year, etc.).
• Monitor the marketing spend related to the asset and seek clarifications on discrepancies as required.
• Co-ordinate with marketing to ensure accurate and timely updates to the mall's social media pages and website.
• Monitor mall footfall and visitor profile and recommend initiatives to enhance the mall's public profile and footfall.
• Ensure that the mall brand identity is maintained and enhanced in line with the overall DHAM vision.

Reporting

• Provide monthly asset management reports for the management to report on the asset performance and the progress on various initiatives as planned at the beginning of the year.
• Monitor financial performance-related reports that include tenant/customer aging to see how much debt is outstanding, the CAPEX or OPEX spend and cost savings status, etc., and liaise with the relevant departments to ensure that these align with budgets/targets.

Revenue Enhancements and Continuous Improvement

• Identify short-term leasing opportunities to maximize mall revenue.
• Identify enhancements to the mall that may boost mall revenues (additional units, kiosks, etc.)
• Coordinate with the leasing teams to meet the overall mall strategy and tenant mix requirements.
• Stay abreast of the market conditions and industry changes and recommend changes to the mall strategy and tenant mix to ensure alignment and relevance.
• Keep abreast of competitors, high street evolution, professional developments, new techniques, and current issues through continued education and professional growth. Identify opportunities to launch marketing initiatives such as special events and holiday promotions when appropriate.
• Conduct retail trade, sales, market, and competition analyses and provide reports and fact sheets for effective and informed decision-making.
• Ensure that the mall operations and policies are aligned with market benchmarks and best practices and suggest improvements as necessary.

Minimum Qualification:

• Bachelor’s degree in business administration/management or any related field.
• Master’s degree preferred.

Experience:

• 8-10 years experience in Retail Real Estate Management, Mall operations, Retail marketing, and customer experience, of which at least 5 years experience in a management role.
• Middle East experience is preferred.