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Purpose of the Role
The Centre Manager is to ensure the smooth and effective commercial and operational running of the Centre, with a focus on the delivery of excellent service to our Occupiers and Consumers. Responsible for driving the turnover performance of the Centre in liaising with retailers and key stakeholders to achieve this. Responsible for the management, recruitment and training of all staff and maintaining a safe and pleasant environment for our Occupiers and Consumers through the management of Health and Safety systems and the promotion of best practice throughout all areas of operation.
Key Responsibilities
Main Duties
- Manage, market and operate the Centre to the very highest of professional standards.
- Develop strong relationships with all Occupiers.
- Manage retail turnover collection targets, monitoring and highlighting – in particular – any under or over-performance to the Property Manager and Asset Manager.
- Collating and monitoring footfall statistics.
- Adhere to all key performance indicators.
- Be the ‘face’ of the Centre with key stakeholders and within the local community and to develop strong community links, demonstrating added value to the community within which the Centre operates.
- Ensure that the Centre is maintained to an excellent standard and contractors are carrying out their work to an appropriate standard.
- Ensure all personnel working on site are carrying out works in a safe manner.
- Lead by example, guiding the Management team to achieve the objectives as specified in the Centre’s business plan.
- Develop excellent lines of communication with all Centre staff, Occupiers, contractors and Owner of the Centre.
- Support Centre performance growth through an understanding of Occupier business challenges, driving footfall and providing additional sales opportunities where possible.
- Work with the Property Manager to ensure that works are scheduled in accordance with the Planned Preventative Maintenance plan (both fabric and M&E) in line with service charge budgeting.
- Maximise commercial income from the Centre’s Car Parks and mall in line with the Centre business strategy.
- Prepare service charge budgets for all properties in accordance with timescales set out by the Client.
- Manage the service charge budget for the site and report on expenditure and any key variances monthly at management meetings.
- Authorise and check coding of invoices within agreed timescales.
- Provide duty management cover in line with the duty management rota.
- Oversee the financial and operational management of the Car parks.
- Prepare management reports for Property Manager for submission to Asset Manager on a monthly basis in advance of management meetings.
- Contribute to Client reports as requested.
- Input into the Asset Manager annual business plan where required.
Staff Training and Development
- Provide effective leadership to ensure the management, development and encouragement of the wider team to meet both business and personal objectives, encouraging a ‘one team’ ethos.
- Conduct staff appraisals in accordance with the Savills appraisal policy. Identifying and implementing training and development programmes and pursuing suitable training solutions.
- Ensure that both in house staff and contractors are well presented at all times adhering to the Centre presentation and uniform policy.
- To regularly consider action needed to improve job performance, staff morale and the development of the team, and put actions into place.
- Attend all Management meetings and any other meeting as requested by the Asset Manager/Property Manager.
- Attendance at cluster meetings, annual conference and Owner’s conferences.
- Specific Management Responsibilities
- Keep Savills / Property Manager fully informed of all key management, marketing, leasing and operational activities.
- Maximise opportunities to generate additional income through commercialisation and any other means, managing the income line and ensuring any activity is appropriately documented.
- Work with Property Manager and Asset Manager to oversee short term lets and licences (storage and retail units).
- Ensure high levels of customer service are provided at all times by the dedicated Centre team (and wider supply chain).
- Maintain accurate records of correspondence, lease information, contractors on site, retailer meeting information and any other relevant information that should be maintained to provide a proper audit trail.
- Ensure that each Occupier adheres to their lease obligations and upholds the standards contained with the Centre Design and Fit Out guides.
- Be fully conversant with all relevant health and safety legislation, and any other legislation that will affect the day to day running of the Centre – for example MEES, Service Charge Code.
Marketing and Commercialisation
- Assist in the development of the annual Consumer marketing strategy.
- Oversee the management of the marketing service charge budget.
- Lead on the evolution of the marketing service charge budget in line with RICS code and best practice.
- Management of onsite marketing team / agency team.
- Be fully conversant with the demographics and socio-economics of the development’s catchment area, through understanding onsite Consumer research, talking to Occupiers, the Asset Manager and leasing teams.
- Stay abreast of market trends and the changing Consumer landscape by actively networking and keeping up with all industry journals.
- Ensure that all promotional activities are carried out with due care and attention to the health safety and welfare of staff, Occupiers and Consumers.
- Responsibility for all third party event and promotion agencies carrying out Consumer events and marketing promotions on site. Ensure all documentation is fully completed and all supporting documents are provided and RAMS approved in line with Savills policy.
- Lead in setting and maintaining standards of commercialised mall space, and managing traders to ensure this is documented appropriately. Support in sourcing local commercialisation operators where possible.
Operations, Safety and Security
