Centre Manager - Livingston Designer Outlet

Purpose of the Role

Reports to Savills Management Surveyor and Global Mutual Asset Manager.

As Centre Manager at Livingston Designer Outlet you will work closely with the Global Mutual and Savills teams to lead the successful operation of the development to achieve ongoing growth through strategic direction, management leadership, stakeholder influence and engagement, innovation and accountability.

As Centre Manager you will clearly communicate the vision for the Outlet, including the values, culture and behaviours. You will be a strong and motivational leader who has a proven track record in effectively developing and nurturing teams.

As part of the asset team you will drive performance and growth to strengthen the asset and ensure its long term success. You will enhance the overall profitability and performance of the Outlet by overseeing the implementation of the commercialisation strategy aligned with the brand and driving other non rental revenue streams. Experience in managing budgets and P&L accounts is essential.

The Centre Manager will represent Livingston Designer Outlet as the public face of the development maintaining relationships with all key internal and external stakeholders. Experience in dealing with multiple stakeholders is required.

Responsible for:

• Financial performance in key areas (non rental revenue (NRR)) including service charge budgeting and reporting as well as driving retailer sales and footfall
• Delivering the best standards of operational performance and customer care at the Outlet
• Delivering the operational business plan inline with the Asset manager and Shareholders objectives
• Acting as an ambassador promoting the brand, creating and nurturing key stakeholder relationships with our employees, service partners, retailers, visitors, Council, media, managing agent, Asset Manager, Shareholder (and their advisors)
• Developing strong relationships with all tenants
• Leading by example

Main Duties

Financial Performance

• Provide input into the annual business plan for the centre, have a full understanding and appreciation of the business strategy and take responsibility for its implementation within the context of the onsite team
• Take responsibility for budgeting and delivering NRR managing expenditure to maximise returns
• Manage and have full responsibility of overseeing the annual service charge budgets for the main centre and car park(in excess of £6m per annum)
• Maximise car park income opportunities for the surface & MSCP.
• Maximise retail sales opportunities for Tenants
• Work with the Asset Management and Commercial Teams in the development and execution of the marketing budget and strategy to drive retail sales and footfall
• Assist the Asset Management Team in the strategy for the management of void units to maximise income, minimise the non recoverable rates and other cost liabilities and enhance the mall environment
• In conjunction with the managing agent prepare the annual service charge budgets, manage expenditure throughout the service charge period and assist with the reconciliation at year end.

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 Management Surveyor / Asset Manager or Shareholder

Specific Management Responsibilities

• Provide effective leadership and empower employees to ensure the development and encouragement of all staff to meet both business and personal objectives
• Line management of the Facilities Manager, Marketing Manager, Retail Manager, Guest Services & Tourism Manager, Property Administrator and Guest Services. Conducting appraisals, setting personal targets and carrying out pay and bonus reviews
• Measure performance against key business plan targets and ensure individuals are accountable
• In conjunction with Savills’ HR team, ensure disciplinary and grievance procedures are actioned appropriately
• In conjunction with Savills’ HR team , ensure that an appropriate training matrix is in place and that staff attend any relevant training and development courses
• In conjunction with the Savills’ HR team recruit new team members
• Work closely with the Savills’ management team on the production of the service charge budgets and booklets, the payment of invoices and control of expenditure as well as portfolio changes in operational policy and procedure
• In conjunction with the Savills’ Operations team attend cross portfolio centre management meetings, share ideas and policies that can enhance the performance of the Outlet.

Overview

Build and promote the Livingston Designer Outlet brand through relationships with all key stakeholders. Ensure consistency of message and act as an ambassador for the Centre.

Site Team

• Ensure they are a conduit for passing on relevant information to the Team such as changes to business strategy, wider local developments and changes in policy.

Tenants

• Chair the brand meetings and service charge update meetings
• Maintain a good relationship with all store managers and that regular anchor store and unit store meetings are scheduled. Feedback anecdotal and actual trade information through the weekly & monthly trading reports to the managing agents and Shareholder
• Work with the managing agent and shareholder to oversee the monitoring of tenant compliance

Marketing

Visitors

• To consistently exceed customer expectations and deliver long term, sustainable customer satisfaction both internally and externally
• Act as the main PR spokesperson for Livingston Designer Outlet as instructed by the Asset Manager and in conjunction with the Marketing Agency
• Maintain a good relationship with the local press and in conjunction with the Marketing Agency promote positive PR stories about the centre.

Media

• Oversee promotional media releases that are of a local nature
• All other media statements and releases will require Shareholder / Asset management approval prior to release

Operations