Assistant Tenant Management Manager (Toppen Shopping Centre)

Company Description

Our vision “To create a better everyday life for the many people” is the reason why IKEA and our centres exist and why people choose and love to come to us. It is the driving force behind our success.

We believe home is the most important place in the world and by becoming “The leader in life at home” we will secure a strong brand position for IKEA and stimulate home furnishing interest in our markets. We want to be the “Preferred shopping centre destination” for retailers and business partners. For a successful future, we must secure “Growth with long term profitability” and we will do this by a consistent focus within our four strategic cornerstones of Growth, People, Sustainability, and Costs.

Acting like a market leader in all our decision-making and securing a “Market Leadership Mentality” in our organisation will drive us to reach our vision.

Job Description

The Assistant Tenant Management Manager is responsible for maintaining effective relationships between tenants and the landlord. Reporting to the Tenant Management Manager, the Assistant Tenant Management Manager ensures that all tenants are accommodated within the terms & conditions of the Tenancy Agreement and House Rules of Toppen.

Your assignment

1. Key point of contact for tenants regarding operational and day-to-day topics after opening: support, complaints, requests, communications, TA obligations.
2. Tenant’s contact point between CMO and SO.
3. Co-ordination with CMO and SO for trainings and programmes to tenants aimed at increasing customer service levels and business performance in the Centre.
4. Organize tenants’ engagement events at regular intervals.
5. Analyze, evaluate, and propose tenants’ Monthly Gross Sales performance.
6. Work closely with tenants to unleash their sales potential.
7. Set up meetings with underperforming tenants to understand, assist and develop assistance plans.
8. Support Tenant Management Manager and SO Leasing in developing lease strategy and yearly lease plan.
9. Support Tenant Management Manager in goal setting and planning in accordance with the Centre’s Business plan and lease strategy.
10. Analyze, evaluate, plan, and recommend methods for retaining and sustaining tenants.
11. Conduct, monitor, and analyze the local retail market and competition.
12. Support Tenant Management Manager in preparing departmental annual budget (income and expenses).
13. Responsible for expenses tracking and monitoring.
14. Recommend changes to policies and procedures for continuous improvement.
15. Establish, maintain, and collect comprehensive / updated Tenants’ Relation Management database and filing system for all tenants (i.e. sales information, licenses, permits, insurances, agreements, and other correspondences).
16. Ensure all tenant information is updated in the POS system.
17. Manual tenant sales collection.
18. Ensure all Casual Lease documentation is fully executed according to SOPs.
19. Coordinate within CMO and SO on tenant-related topics.
20. Support Operations in terms of tenants adhering to the Centre’s House Rules, Agreements, and other required manuals.
21. Attend, plan, partake, and organize various projects, meetings, and presentations.
22. Support marketing in terms of Mystery shopper survey.
23. Support in delivering yearly Tenants Satisfaction Index (TSI), Customers Satisfaction Index (CSI), and Brand Awareness Survey.
24. Undertake the role of Duty Manager on weekends and Public Holidays.
25. Coordinate and assist Finance on refunds of deposits and collection of outstanding debts.

Qualifications

1. Professional certificate, Bachelor’s Degree, Post Graduate Diploma, Professional Degree, or Master’s Degree in any field.
2. Minimum 7 years experience in commercial or retail property leasing and/or tenants’ management/coordination.
3. Ability to learn and understand technical systems related to tenants.
4. Proactive with a positive attitude, independent, and strong organizational skills.
5. Excellent communication, negotiation, and interpersonal skills, with the ability to create and improve cooperation.
6. Ability to prioritize and execute multiple tasks, with a sense of urgency to complete projects and attention to detail.
7. Ability to develop rapport with all people at all levels.
8. Possesses good verbal and written communication skills in English and Bahasa Malaysia.

Additional Information

We hire based on our values. Watch the video and answer the following question in your application:

Tell us about a time you strongly disagreed with your manager. What did you do to convince him or her that you were right? What ultimately happened?