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Oasis Mall
Mall Manager-
EXPERIENCE & QUALIFICATIONS

Related Bachelors 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 7-10 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 Malls management, ensuring all departments co-ordinate well by focussing on:
1.
Ensuring the highest levels of customer satisfaction (Mall Visitors &Tenants), by ensuring smooth function of the shopping mall
2.
Maximisation of revenues and profits,
3.
Minimisation of operating costs,
4.
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
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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/Kiosks/ATMs 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 follow-up on house rules /Tenant Operations Manual.

Ensure effective standards of two-way communication exist for all tenants.

Assist the finance team with the payments receivables collection from tenants
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Operational Costs & Budgets

To achieve the planned operational efficiencies and within budget.

Ensure that Operational costs are controlled in a detailed and structured manner.

Manage, with the Finance/Projects team, effective commercial negotiations with suppliers ensuring that the right balance between cost, quality and reliability is maintained as and when required.

Ensure that any operational supplies are ordered and delivered against clearly defined specifications and within or better than agreed budget limits.

Assist with the preparation of yearly budgets in conjunction with Finance Team & Operations Manager-GCC.

Review and approve expense/petty cash accounts for the Operations Team.
Team Recruitment & Development

Work with the territory HR for the recruitment of Mall Management & Customer Service Staff

Ensure that employees within the Management Team are well managed, have clear objectives and that they are deployed in the most productive way.

Ensure all employees are fully trained in job skills and customer service

Set clear tasks for each employees as and when required.

Ensure effective standards of two-way communication exists for all employees.
Marketing & Events

To assist the marketing team to effectively implement the marketing plan for the mall

Identify in mall branding opportunities & create rate card with assistance of marketing team

Actively seek opportunities for revenue increase via In Mall branding

Coordinate with the facilities & events team for the smooth functioning of events of the mall

To measure the efficiencies of the promotions/events by co-relating with footfalls & salesQualifications-

Landmark Group