Centre Manager - The Malls

Purpose of the Role

The Centre Manager is to ensure the overall smooth running of the Centre, including the recruitment and training of all staff whilst maintaining a safe and pleasant environment for Customers through the management of Health & Safety systems and the promotion of best practice throughout all tasks.

Key Responsibilities

• Manage, market and operate the Centre to the very highest of professional standards
• Develop strong relationships with all Tenants
• Maximise retail sales opportunities for Tenants
• Adhere to all key performance indicators as set out in the Management Agreement between the owner and Savills. With a key focus on Turnover Sales Data and accurate Financial reporting and monitoring of budgets, expenditure and forecasting
• Be the ‘face’ of the Centre within the local community and to develop strong community links
• Ensure that the Centre is maintained to an excellent standard and contractors are carrying out their work to an appropriate standard
• Ensure that those working on site are carrying out an work in a safe manner.
• Lead by example
• Manage and lead the Management team to achieve the objectives as specified in the Centres business plan
• Develop and encourage team building with all Centre Management staff
• Develop excellent lines of communication with all Centre Management staff, the retailers, contractors and customers and the owner of the Centre
• Motivate both individual staff members and the management team as a whole
• Motivate the Centre’s retailers
• Key responsibility for the Merchants Association company, including ensuring company accounts audited and VAT returns to HMRC submitted in timely manner. Attend tenants meetings with minutes of the meeting to be distributed to each member and Savills Management Surveyor
• In liaison with the Savils Manager, ordering the necessary maintenance works at the centre, ensuring the budget is adhered to
• Spend at least one hour a day talking with the retailers. The Centre Manager is encouraged on a regular basis to ”walk” the development prior to opening up in a morning
• Authorise and check coding of invoices within agreed timescales
• Stay abreast of market trends by actively networking and keeping up with all industry journals
• Key responsibility for the Merchants Association company, including ensuring company accounts audited and VAT returns to HMRC submitted in a timely manner. Attend tenants meetings with minutes of the meeting to be distributed to each member and the Savills Management Surveyor

Staff Training and Development

In liaison with the Managing Agent, the Centre Manager will be responsible for:

• The ongoing training and development of all Centre management staff
• Implement Training Needs Analysis for each team member on a six-monthly basis.
• Conduct staff appraisals in accordance with the Savills staff appraisal policy
• Mentor staff as deemed necessary and in accordance with the Savills policy
• Attend all Management Meetings and any other meeting as requested by the Asset Manager / Landlord

Specific Management Responsibilities

• Keep Savills/Owner fully informed of all management, marketing, leasing and operational activities
• Maximise opportunities to generate additional income
• Ensure high levels of customer service are provided at all times
• Prepare and submit to the Asset Management Surveyor/Landlord a brief weekly report/update.
• Maintain accurate records of correspondence, lease information, contractors on site, file notes on all meetings with retailers and any other relevant information that should be maintained to provide a proper audit trail
• Ensure that each retailer adheres to their lease and Tenant Rules and Regulations
• Be fully conversant with all relevant health and safety legislation
• Comply with all H&S Regulations
• Submit for approval overtime schedules for staff alongside explanations where necessary

Marketing

• Assist ‘Head Office’ and any retained Consultants with the development, implementation and ongoing review of the Marketing Budget
• Be fully conversant with the demographics and socio-economics of the development’s trade area
• Assist the repositioning of the Marketing Budget in accordance with the change in retail trends
• Meet with the retailers on a regular basis to discuss the marketing, promotional and advertising requirements for their business
• Stay abreast of market trends by actively networking and keeping up with all industry journals

Operations

• Implement all operational systems and procedures in accordance with the Standard Savills Operational Procedures and Systems Manual
• Maintain the centre to the very highest of standards
• Minimise the Liability Risk exposure of the Owner
• Maintain all plant and equipment to the very highest of standards
• Ensure that all contractors satisfy the insurance requirements as required under the Savills Public Liability Policy
• Ensure that all operations and maintenance undertaken at the centre conforms with the work place health & safety legislative requirements
• Ensure that all operations and maintenance undertaken at the development conform with any other relevant legislative requirement applicable to those tasks
• Ensure that all operations and maintenance undertaken by the Centre’s contractors conforms with the specifications as agreed to between the Centre and the contractor
• Keep up to date any Program Maintenance Schedule
• Keep abreast of all operational issues pertaing to the Car Park (operated by the client) and assist where necessary in the smooth running / operation of the same at all times.

Quality Assurance/ Customer Service

• Train all Centre Management Staff, as appropriate
• Adhere to all Quality Assurance requirements / Customer Service standards

Public Relations

• Establish and maintain harmonious relationships with the local business community and council/government authorities
• Actively involved with the Chamber of Commerce and other local organisation that may assist with the future development of the centre

Media

• Produce promotional media releases that are of a local issue
• All other media statements and releases will require Asset Manager approval prior to release

Limits of Authority