Job Summary

The Center Manager is responsible for the overall management and performance of the shopping mall. This includes strategic planning, financial management, tenant relations, operations, customer experience, and compliance. The role requires a proactive leader with excellent communication, problem-solving, and organizational skills to ensure the mall's profitability, operational excellence, and reputation as a preferred destination.

Key Responsibilities

1. Strategic Planning and Development
• Leasing and Tenant Mix Planning: Design and manage an optimal tenant mix that aligns with the mall's brand positioning and target audience.
• Marketing and Branding: Develop and execute marketing strategies, events, and promotional campaigns to attract visitors and increase foot traffic.
• Occupancy and Revenue Targets: Achieve occupancy goals (e.g., 80% pre-opening) and meet Annual Rental Revenue (ARR) and Gross Turnover (GTO) projections.

2. Financial Management
• Budgeting and Reporting: Prepare, monitor, and control operational budgets, rental income, and expenses.
• Rental and GTO Management: Negotiate rental terms, oversee rental collections, and track Gross Turnover rent agreements.
• Performance Analysis: Regularly review tenant sales data and mall performance metrics to ensure profitability and identify growth opportunities.

3. Leasing and Tenant Relations
• Tenant Acquisition and Retention: Identify potential tenants, negotiate lease agreements, and maintain strong relationships with existing tenants.
• Resolving Issues: Address tenant concerns promptly, ensuring compliance with lease agreements and mall policies.
• Concept Innovation: Collaborate with tenants to develop unique, appealing retail or F&B concepts to refresh the mall’s offerings.

4. Operations Management
• Facility Maintenance and Upkeep:
Ensure the mall's infrastructure, common areas, and facilities are clean, safe, and well-maintained.
Ensure all equipment is well-maintained to achieve the most efficient performance and minimize downtime.
Ensure operational staff perform at the highest standards through regular training and performance evaluations.

5. Customer Experience
• Shopper Engagement:
o Create a vibrant shopping environment through events, installations, and interactive experiences to attract and retain visitors.
• Feedback Management:
o Gather and analyze shopper feedback to continuously improve the mall’s offerings, ambiance, and services.
• Customer Data and Loyalty:
o Collect and analyze customer data to enhance customer loyalty programs and create personalized shopping experiences.
o Use insights from data to inform marketing strategies and improve overall customer satisfaction.
• Concierge Services:
o Properly train concierge staff to provide the highest level of customer service, including personalized assistance, mall navigation, and resolution of customer inquiries.
o Develop concierge services to cater to diverse customer needs, including accessibility support and premium experiences.
• Innovative Offerings:
o Introduce value-added services such as free Wi-Fi, charging stations, and interactive kiosks to enhance the customer experience.
o Foster partnerships with tenants to offer exclusive promotions, events, or loyalty rewards.

6. Compliance and Risk Management
• Legal Compliance: Ensure adherence to local regulations, including licensing, safety codes, and environmental standards.
• Risk Management: Identify potential risks and implement strategies to mitigate them, including insurance and contingency planning.
• GLPP SOP Compliance: Ensure compliance with GLPP SOPs and maintain readiness for internal and external audits.

Qualifications

• Bachelor’s degree in Business Administration, Real Estate, Marketing, or a related field.
• Minimum of 5 years experience in retail, mall management, or commercial real estate.
• Strong understanding of leasing, marketing, and financial principles.
• Excellent leadership, negotiation, and interpersonal skills.
• Ability to analyse data, forecast trends, and make data-driven decisions.
• Familiar with market retail trend with good business acumen.
• Proficiency in MS Office and other related IT and AI skills.