Centre Manager - Princesshay Shopping Centre

Purpose of the Role

The Centre Manager is to ensure the smooth and effective commercial and operational running of the Centre, with a focus on the delivery of excellent service to our Occupiers and Consumers. Responsible for driving the turnover performance of the Centre in liaising with retailers and key stakeholders to achieve this. Responsible for the management, recruitment and training of all staff and maintaining a safe and pleasant environment for our Occupiers and Consumers through the management of Health and Safety systems and the promotion of best practice throughout all areas of operation.

Key Responsibilities

Main Duties

• Manage, market and operate the Centre to the very highest of professional standards.
• Develop strong relationships with all Occupiers.
• Manage retail turnover collection targets, monitoring and highlighting – in particular – any under or over-performance to the Property Manager and Asset Manager.
• Collating and monitoring footfall statistics.
• Adhere to all key performance indicators.
• Be the ‘face’ of the Centre with key stakeholders and within the local community and to develop strong community links, demonstrating added value to the community within which the Centre operates.
• Ensure that the Centre is maintained to an excellent standard and contractors are carrying out their work to an appropriate standard.
• Ensure all personnel working on site are carrying out works in a safe manner.
• Lead by example, guiding the Management team to achieve the objectives as specified in the Centre’s business plan.
• Develop excellent lines of communication with all Centre staff, Occupiers, contractors and Owner of the Centre.
• Support Centre performance growth through an understanding of Occupier business challenges, driving footfall and providing additional sales opportunities where possible.
• Work with the Property Manager to ensure that works are scheduled in accordance with the Planned Preventative Maintenance plan (both fabric and M&E) in line with service charge budgeting.
• Maximise commercial income from the Centre’s Car Parks and mall in line with the Centre business strategy.
• Prepare service charge budgets for all properties in accordance with timescales set out by the Client.
• Manage the service charge budget for the site and report on expenditure and any key variances monthly at management meetings.
• Authorise and check coding of invoices within agreed timescales.
• Provide duty management cover in line with the duty management rota.
• Oversee the financial and operational management of the Car parks.
• Prepare management reports for Property Manager for submission to Asset Manager on a monthly basis in advance of management meetings.
• Contribute to Client reports as requested.
• Input into the Asset Manager annual business plan where required.

Staff Training and Development

• Provide effective leadership to ensure the management, development and encouragement of the wider team to meet both business and personal objectives, encouraging a ‘one team’ ethos.
• Conduct staff appraisals in accordance with the Savills appraisal policy. Identifying and implementing training and development programmes and pursuing suitable training solutions.
• Ensure that both in house staff and contractors are well presented at all times adhering to the Centre presentation and uniform policy.
• To regularly consider action needed to improve job performance, staff morale and the development of the team, and put actions into place.
• Attend all Management meetings and any other meeting as requested by the Asset Manager/Property Manager.
• Attendance at cluster meetings, annual conference and Owner’s conferences.

• Specific Management Responsibilities

• Keep Savills / Property Manager fully informed of all key management, marketing, leasing and operational activities.
• Maximise opportunities to generate additional income through commercialisation and any other means, managing the income line and ensuring any activity is appropriately documented.
• Work with Property Manager and Asset Manager to oversee short term lets and licences (storage and retail units).
• Ensure high levels of customer service are provided at all times by the dedicated Centre team (and wider supply chain).
• Maintain accurate records of correspondence, lease information, contractors on site, retailer meeting information and any other relevant information that should be maintained to provide a proper audit trail.
• Ensure that each Occupier adheres to their lease obligations and upholds the standards contained with the Centre Design and Fit Out guides.

• Be fully conversant with all relevant health and safety legislation, and any other legislation that will affect the day to day running of the Centre – for example MEES, Service Charge Code.

Marketing and Commercialisation

• Assist in the development of the annual Consumer marketing strategy.
• Oversee the management of the marketing service charge budget.
• Lead on the evolution of the marketing service charge budget in line with RICS code and best practice.
• Management of onsite marketing team / agency team.
• Be fully conversant with the demographics and socio-economics of the development’s catchment area, through understanding onsite Consumer research, talking to Occupiers, the Asset Manager and leasing teams.
• Stay abreast of market trends and the changing Consumer landscape by actively networking and keeping up with all industry journals.
• Ensure that all promotional activities are carried out with due care and attention to the health safety and welfare of staff, Occupiers and Consumers.
• Responsibility for all third party event and promotion agencies carrying out Consumer events and marketing promotions on site. Ensure all documentation is fully completed and all supporting documents are provided and RAMS approved in line with Savills policy.
• Lead in setting and maintaining standards of commercialised mall space, and managing traders to ensure this is documented appropriately. Support in sourcing local commercialisation operators where possible.

Operations, Safety and Security

• Implement all operational systems and procedures in accordance with Savills’ policies.
• Minimise the Liability Risk exposure of the Owner.
• Maintain all plant and equipment to the very highest of standards.
• Ensure that all contractors satisfy the insurance requirements as required under Savills’ policy.
• Ensure that all insurance risk control requirements and, where appropriate, recommendations, are undertaken.
• Ensure compliance with all statutory legislation, codes of practice and Savills’ Health & Safety requirements.
• Ensure that all operations and maintenance undertaken at the Centre conform with any other relevant legislative requirement applicable to those tasks.
• Ensure that all operations and maintenance undertaken by the Centre’s contractors conforms to the specifications as agreed to between the Centre and the contractor.
• Ensure that there is a process in place for managing any void properties from a H&S and rates perspective.
• Where possible, seek opportunities to minimise void costs.
• Oversee locally-managed Occupier fit outs, in line with Property Manager’s instruction.
• To develop, implement and support an industry best practice Security strategy for site, including business continuity and counter terrorism objectives.
• Ensure that the day-to-day running of the Centre is carried out effectively and efficiently, that the personnel working for the site are discharging their duties and provide assistance where necessary.
• Ensure all accidents and near misses are recorded on the relevant Savills’ portal and serious incidents are reported in accordance with Savills’ policy.
• Maintain overall control of the security operations, paying particular regard to incident response and customer care.
• Liaise with Occupiers and the Police in all matters of security affecting public safety at the Centre.
• Ensure that all health and safety and insurance details are updated and kept on site in respect of the retained contractors.
• Control and monitor the keys to the site where necessary.
• Check, review, prepare and issue RAMS as required.

PR and Media Relations

• Work with the Owner’s Press team and Savills Place to support with B2B and trade media engagement where relevant.
• Lead as local asset spokesperson with press and broadcast media in accordance within agreed Client parameters.
• Responsibility for applying asset level crisis communication protocol in partnership with the Owner’s Corporate Affairs team, Brand & Marketing and asset teams.

Stakeholder Relationships

• Establish, develop and maintain purposeful relationships and meaningful partnerships with the local business community and council / government authorities.

Occupier engagement

• Work with the Marketing Manager to co-ordinate regular communication to Occupiers.
• Periodically update the Occupier handbook for distribution to the Occupiers.
• Run and attend quarterly Occupier meetings.
• Manage retail turnover collection targets, monitoring and highlighting – in particular – any under or over-performance to the property manager and Asset manager.
• Assist with undertaking projects directed by Property Manager/Asset Manager from time to time including Occupier satisfaction surveys, mystery shop etc.

Enquiries

• Deal with enquiries by telephone, personal visits from Occupiers, contractors, the public, or whoever may have reason to make contact.
• Follow up on any complaints in line with the Owner’s complaints reporting protocol.

Sustainability

• To co-ordinate a focus group with Occupiers to ascertain their Green initiatives / company policies.
• Benchmarking using consumption data for the whole property.
• Ensure public information boards displaying good news stories on sustainability goals etc.
• Be responsible for delivering wildlife friendly areas in landscaped areas where viable.
• Oversee the site specific Sustainability Action Plan liaising with Savills Sustainability team.
• To assist the Owner in the delivery of any other Owner-led initiatives.

Confidentiality

• All Centre Management matters pertaining to the development and its Owner’s must at all times be kept confidential. Under no circumstances should confidential information be discussed with any party other than with the party directly involved with the issue.
• The Centre Manager must also at all times exercise discretion with disclosure of sensitive information to staff and it is preferable, where possible to apply the “need to know” principle.

Additional Duties

• The post holder will be expected to demonstrate that Owner and Savills’ values are at the centre of all they do.
• The post holder will be expected to undertake training and development deemed necessary for the pursuance of the post such as the Revo Diploma in Retail & Leisure Place Management and IOSH.
• The post holder will be expected to reach a minimum basic standard of I.T. competence to be able to use company electronic systems effectively.
• The post holder will be expected to ensure that Health and Safety is observed throughout the course of employment.

Skills, Knowledge and Experience

Minimum:

• Senior Commercial Management experience
• Strong leadership and people management skills
• Excellent communicator at all levels
• Excellent financial management skills
• Previous PR and Marketing exposure at a strategic level
• Excellent presentation skills
• Influential
• Self-motivated
• Proficient decision maker
• Ability to network
• Budgetary Management

Desirable:

• Previous experience of managing a retail/leisure destination
• Good knowledge of ESG
• P & L experience
• Well versed with excel and formulae
• Operational H&S knowledge (preferably holding a qualification IOSH Managing Safely or equivalent)
• Achievement of other professional qualifications / awards relevant to the role
• Local knowledge of Exeter

Working Hours - 40 hours per week Monday-Friday with a requirement to work weekends in line with the Centre Duty Management rota

Salary - £60,000 - £70,000 dependant on experience

Please see our Benefits Booklet for more information.