Key Responsibilities
1. Mall Operations & Administration
- Oversee daily mall operations including housekeeping, security, maintenance, parking, and utilities.
- Ensure mall premises are safe, clean, and compliant with statutory and safety norms.
- Coordinate with facility management teams and external vendors for smooth operations.
2. Tenant Coordination & Leasing Support
- Act as the primary point of contact for tenants for operational and administrative matters.
- Coordinate with leasing teams for tenant onboarding, fit-out approvals, and handovers.
- Ensure adherence to lease terms, mall policies, and operational guidelines.
3. Customer Experience & Brand Standards
- Ensure high standards of customer service and overall mall ambience.
- Address customer complaints, escalations, and feedback in a timely manner.
- Implement initiatives to enhance footfall, engagement, and shopper satisfaction.
4. Marketing & Promotions
- Support and execute mall-level marketing, events, and promotional activities.
- Coordinate with marketing agencies for on-ground activations and campaigns.
- Monitor campaign effectiveness and footfall trends in coordination with the marketing team.
5. Financial & Commercial Oversight
- Monitor operational budgets, CAM recoveries, and expense control.
- Ensure timely collection of CAM charges, utilities, and other recoverables from tenants.
- Prepare MIS reports related to operations, footfall, occupancy, and expenses.
6. Statutory Compliance & Safety
- Ensure compliance with statutory requirements including fire safety, labor laws, local authority approvals, and audits.
- Liaise with government bodies, inspectors, and statutory authorities as required.
- Conduct regular safety drills and ensure emergency preparedness.
7. Team Management
- Lead, supervise, and motivate on-site teams including operations, security, housekeeping, and helpdesk staff.
- Conduct performance reviews, training programs, and manpower planning.
- Maintain discipline and foster a professional and collaborative work culture.
Required Skills & Competencies
- Strong knowledge of mall operations, facilities management, and the retail environment.
- Excellent communication, negotiation, and stakeholder management skills.
- Financial acumen with experience in budgeting and cost control.
- Strong problem-solving skills with the ability to handle escalations effectively.
- Proficiency in MS Office, MIS reporting, and basic facility management systems.
Qualifications
- Graduate / Postgraduate in Management, Retail, Facilities, or a related field.
- Minimum 7–10 years of experience in mall management, retail operations, or large commercial asset management.
What We Offer
- Opportunity to manage a premium commercial asset.
- Leadership role with operational autonomy.
- Competitive compensation aligned with experience and performance.