Tenant Relations Manager - Shopping Malls

Al Futtaim Group

Dubai, UAE

Ref: HP698-12129

Job description / Role

Employment: Full Time

Tenant Relations Manager - Shopping Malls - AFGRE - Dubai



The Tenant Relations Manager is the primary contact and spokesperson within Dubai Festival City Mall for all the tenants and is responsible for ensuring all tenants are aligned and comply with policies and regulations defined in the Al Futtaim Tenant Handbook, Administer Tenant Issue and Complaints Resolution process.

Reporting to the Assistant General Mall Manager, the Tenant Relations Manager will be responsible for managing a portfolio of tenants during their tenancy. This will include developing and managing effective relationships across tenants, the mall management team, customers and cross-functional staff.

The Relations Manager will ultimately build relationships to ensure the successful delivery of the short, medium and long term expectations of Dubai Festival City Mall stakeholders whilst implementing strategies to advance our retailers revenue, profitability, operations and sustainability.

Key Duties Include:

Liaison between the Tenants and the Mall Management Team
- Assume daily point of contact for retailer relationship management the for tenant portfolio
- Foster closer relationship between tenants and the management team
- Dissemination of information to the tenants on all operational matters
- Ensure all tenants and key stakeholders are aware of the standards, products and services
- Attend to needs of tenants in shopping mall
- Provide consultations to tenant’s on their business or operations needs
- Evaluate and provides advice to tenant’s on matters such as shop concept, image, merchandise, selling strategies and services
- Design, conduct, evaluate and interpret tenant satisfaction surveys

Tenant Performance Management
- Manage projects to meet key objectives that drive the performance of tenants
- Maintain systems for collating and reporting on retail development and performance
- Collection and evaluation of tenant sales data trends, opportunities and risks to identify areas of opportunities for Al Futtaim
- Monitor and analyse tenants’ mid to long term performances to ensure tenants’ performance meets Al Futtaim’s objectives
- Action all areas of improvement based on the outcomes of performance metrics
- Provide report performance metrics to the senior Mall Management team

Operational Management
- Generate the Tenant Activity Management Reports and recommendations
- Develop and implement the shop level tenant visitation schedule
- Provide input to the Tenant Handbook

Ensure Retail Tenant Adherence to Industry, Mall and Governmental Regulatory Standards and Procedures
- Identify and ensure that the standards are communicated to all tenants and implemented accordingly
- Regularly review and if necessary, improve upon operational systems and processes
- Monitor and measure tenant compliance to specified standards to ensure their operation within guidelines of their signed lease agreement, regulations and Tenant Handbook obligations

Liaison between the Real Estate and the Retail Tenants
- Partner with and assume point of contact between the tenants and the various Real Estate teams including the leasing, mall management, marketing, finance and facilities management, to agree and deliver business specific projects
- Communicate specific retail tenant information such as rent commencement dates, legal and physical handover, design contractual agreements to the relevant Real Estate teams
- Work with the marketing team to implement and communicate mall and retailer campaigns and initiatives to tenants

Requirements

The chosen candidate must be prepared to spend considerable time mobile within the mall and willing to work beyond office hours.

They will also meet all the minimum criteria below:
- Accredited diploma or degree holder
- Successful track record of building effective tenant relations within a shopping mall or retail property management environment
- Minimum 4 years of relevant experience in a similar position
- Knowledge of tenancy related issues in shopping malls
- Knowledge of retail leasing and lease management
- Strong knowledge and exposure to the GCC retail market

Job-Specific Skills:
- Excellent commercial acumen
- Ability to liaise, influence and interact effectively with diverse audiences
- Strong communication, relationship building and motivational skills
- Excellent verbal and written English language skills

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.

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