The role holder is responsible for overseeing the strategic and operational management of the assigned retail portfolio, ensuring the highest standards of tenant relations, financial performance, customer satisfaction, asset management, and marketing initiatives. This role plays a pivotal part in aligning operational excellence with corporate objectives, driving revenue growth, optimizing asset value, and enhancing the overall customer experience.
Strategic Responsibilities
- Supports the ED – Property Management in devising specific strategies and plans for the assigned asset/mall and driving its implementation by cascading it down to all levels.
- Oversee the preparation of the Asset Plan for the coming year, including the initiatives in line with the vision of the asset to deliver the financial imperatives and align with the DHAM Retail Strategy.
Core Responsibilities
Tenant Operations
- Develop and implement a comprehensive tenant engagement strategy to foster strong relationships and ensure alignment with business objectives.
- Oversee tenant operations across multiple assets, ensuring compliance with contractual agreements, mall policies, and operational guidelines.
- Provide strategic oversight of tenant mix optimization, analyzing retail performance and working with leasing teams to enhance brand positioning.
- Drive initiatives for proactive tenant support, ensuring seamless communication channels and effective resolution of tenant concerns.
- Approve tenant terminations and oversee exit formalities, ensuring adherence to corporate policies.
- Lead the preparation and presentation of exceptional cases to the Asset Management Committee (AMC) for high-impact decision-making.
- Ensure compliance with safety regulations, fire systems, and Civil Defense requirements, reinforcing international best practices in retail asset operations.
- Liaise with legal teams on complex tenant matters, providing strategic recommendations to the AMC, Executive Director – Property Management, and MD – Retail.
Financials
- Oversee the asset P&L, ensuring EBITDA targets are met and budgetary controls are in place.
- Collaborate with finance, leasing, and facilities management teams to analyze budget performance and drive cost optimization strategies.
- Ensure effective accounts receivable management, working closely with finance to improve cash flow and mitigate risk.
- Establish robust financial processes to facilitate the timely collection of Tenant Occupancy Rates (TOR) and other revenue streams.
Customer Relations
- Champion customer experience initiatives, ensuring service excellence across all assets.
- Oversee annual customer satisfaction surveys and develop action plans to enhance customer engagement.
- Provide strategic recommendations on asset improvement plans to enhance the retail environment and elevate customer satisfaction.
Mall Maintenance and Operating Budgets
- Oversee the maintenance and operational efficiency of retail assets, ensuring optimal service levels and adherence to safety and regulatory requirements.
- Drive collaboration with facilities management, security, community management, and other service providers to uphold high operational standards.
- Provide strategic inputs for operating budgets, ensuring fiscal discipline while enhancing asset value.
- Develop and monitor CAPEX and OPEX investment strategies for asset enhancement and long-term sustainability.
- Maintain strong relationships with government agencies, ensuring compliance with all regulatory requirements and retail asset management best practices.
Marketing and Promotions
- Align marketing and promotional activities with the overall retail strategy to drive footfall, increase revenue, and enhance brand positioning.
- Oversee the execution of key events and activations, ensuring their effectiveness in attracting and retaining customers.
- Work closely with the marketing team to optimize mall visibility through social media, digital platforms, and on-ground activations.
- Monitor mall footfall trends and visitor demographics, leveraging insights to recommend strategic initiatives for brand positioning.
Reporting
- Provide executive-level reporting on asset performance, financials, and key initiatives to senior leadership.
- Monitor tenant aging, budget adherence, and operational efficiency to ensure alignment with corporate objectives.
- Lead data-driven decision-making through trade, sales, market, and competitive analyses.
Revenue Enhancements and Continuous Improvement
- Identify revenue-enhancing opportunities, including short-term leasing, specialty leasing, and additional commercial assets.
- Recommend strategic tenant mix adjustments based on evolving market conditions and consumer trends.
- Stay abreast of industry best practices, competitor benchmarking, and retail innovations to drive continuous improvement.
People Management
- Provide leadership within the function, setting individual objectives, managing performance, developing, and motivating staff, provision of formal and informal feedback and appraisal – in order to maximize subordinate and departmental performance in the pursuit of the Department's objectives.
- Build and promote an organizational culture that encourages innovation and rewards performance, enhancing staff motivation and retention.
Minimum Qualification:
- Bachelor's degree in business administration/management or any related field.
- Master's degree preferred.
Experience:
- 12-14 years experience in Retail Real Estate Management, Mall operations, Retail marketing, and customer experience, of which at least 5 years experience in a senior management role.
- Middle East experience is preferred.
- Strong knowledge of regional retail trends, leasing strategies, and operational best practices.
Technical Competencies
- Excellent written and verbal communication and presentation skills.
- Excellent facilitation and influencing skills.
- Excellent problem-solving skills with the ability to maintain composure during difficult conversations.
- Excellent numerical ability / financial acumen and analytical skills.
- Excellent organization and multi-tasking skills.
- Expert in identifying and prioritizing key issues and building consensus.
- Excellent analytical and judgment capabilities.
- Leadership capabilities to ensure timely delivery from disparate teams.
- Excellent interpersonal ability to establish and nurture relationships at all levels.
Behavioural Competencies
- Customer Focus
- Results Orientation
- Business Awareness
- Curious & Creative
- Sense of Urgency
- Adaptability & Flexibility
- Builds Relationships
- Empowerment
- Problem Solving & Decision Making
- Planning and Organizing
- Communication Skills
- Teamwork
