Mall Manager
Job Description

EXPERIENCE & QUALIFICATIONS

• Related Bachelor's degree or an education / experience combination in the areas of marketing, business administration, real estate (leasing), property management, retail management.
• MECSC/ICSC Mall Management training/designations is desirable.
• Minimum of 710 years of experience in Shopping Malls/Property Management/Retail
• Strong fiscal management and proven abilities in preparing budgets and meeting required targets / deadlines.
• Possess superior communication and interpersonal skills with a high degree of human relations skills.
• Strong organization and conflict management skills.
• Proven leadership and people management are critical for this role.
• Excellent negotiation and client relationship skills.

JOB PROFILE
• To oversee and direct all aspects of the Mall's management, ensuring all departments coordinate well by focusing on:
• Ensuring the highest levels of customer satisfaction (Mall Visitors &Tenants), by ensuring smooth function of the shopping mall
• Maximisation of revenues and profits,
• Minimisation of operating costs,
• Implementation, follow up and the improvement of service standards / team members training.

JOB DESCRIPTION & OVERALL RESPONSIBILITIES

Leasing
• Follows company procedures to effectively lease retail space above target rentals
• Arranges, negotiates and conclude lease agreements in line with desired tenancy mix and budget
• Works with Finance and legal functions to produce the required documentation for leasing
• Conducts site visits and works with retailers to maintain compliance to leasing plans, regulations and timeframes for changes
• Produces regular reports on leasing status and performance
• Completes assigned tasks within given deadlines

Mall Management
• To support the overall strategic management of the Mall by establishing effective working relationships: in particular, Housekeeping, Security, Engineering, Marketing and Leasing.
• Conduct routine inspections of all areas of the Mall.
• Coordinate with Housekeeping, Maintenance and the Security departments to ensure that both the Front of House (FOH) & Back of House (BOH) area of the Mall are safe and clean for Customers, Tenants and team members.
• Ensure mall operating policies and procedures are duly followed by the tenants, service providers, contractors, etc. incl. Occupational Health & Safety standards
• Perform periodic mall audits, customer surveys, trade area analysis to maintain current understanding of customer shopping habits, change in preferences, etc.
• Handle conflicts/dispute situation amongst tenants, customers, mall visitors in a smooth manner avoiding disruption to mall activity and upholding company reputation
• Ensure that there is suitable team deployment in all areas according to the business levels appropriate at any given period.
• Participate in the creation of departmental strategies, operational procedures and policy development.
• To ensure that the Engineering team works within all legal and organisational standards and that technical efficiency is maintained at an optimum level.
• Ensures that repairs are recorded and dealt with in the quickest possible time with minimal impact on shoppers / tenants.
• Manage the process of tenant fit out, plan approvals and work processes.
• Assist the leasing team with sourcing of tenants for Shops/Kiosk's/ATM's and for any vacancies in the mall
• Mall manager should constantly be looking at oppurtunties in increasing mall revenues. Viz In Mall Advertising, Temporary Space Selling , Rebates from vendors etc
• Maintenance of files & records (Licenses, Insurance etc) of all the statutory institutions required for a mall.
• Tenant Relationship Management
• Serve as the main point of contact for tenants, addressing their needs and concerns promptly and professionally.
• Foster positive tenant relationships by providing excellent customer service and building rapport.
• Conduct regular tenant meetings to understand their requirements, resolve issues, and identify opportunities for improvement.
• Proactively address tenant concerns to ensure high tenant satisfaction and retention rates.
• To oversee Mall tenants operations ensuring that all the Malls standards are met consistently.
• Manage tenant relations through periodic town hall meetings.
• Receive complaints, suggestions and other improvement ideas to be updated with senior management for approval and plan for subsequent implementation
• Ensure effective and respectful response by Managers / Supervisors to tenant concerns.
• Actively follow up on Tenant feedback in a fast and effective manner.
• Ensure followup on house rules /Tenant Operations Manual.
• Ensure effective standards of twoway communication exist for all tenants.
• Assist the finance team with the payments receivables collection from tenants