Operations Manager – Last Exit – Dubai Holding Asset Management
About Dubai Holding Asset Management:
Dubai Holding Asset Management (DHAM) owns and operates an extensive portfolio of 20 landmark retail destinations and 15 residential communities.
The Group plays a focal role in shaping Dubai's position as a global leader in business, tourism and leisure, contributing to its position as one of the world's most coveted and sought-after liveable destinations. From hot-spot retail destinations like Bluewater's, JBR, Souk Madinat Jumeirah, Al Khawaneej Walk and The Outlet Village to popular attractions, including the Theatre of Digital Art, Madame Tussauds, Tr88house, Museum of Illusions, Dubai Holding Asset Management’s retail destinations captivate millions of visitors and tourists every year.
Meanwhile, the niche and vibrant community centres as Bay Avenue, Mudon Community Centre, and Serena Marketplace play a vast role in enhancing the overall quality of life in residential communities, making neighbourhoods more vibrant and connected. In 2022,
Dubai Holding Asset Management’s retail destinations collectively attracted over 28 million visitors and hosted over 75 events across the portfolio. Dubai Asset Management maintains a substantial presence in Dubai with a leasing portfolio of 15 distinct residential communities, elevating the city’s global recognition as one of the most desirable and liveable destinations worldwide.
About the Job:
An opportunity has arisen for an Operations Manager to join Dubai Holding Asset Management. The main duties and responsibilities of this role:
- The role holder is responsible for executing the strategy and business plan for Last Exit through efficiently running Last Exit’s operations by managing tenant relations and brand performance, customer service and complying with DHAM’s standards in health and safety environment and business ethics. The role holder is also responsible for asset maintenance, aesthetics, services and safety via working with asset operations (cleaning, security, FM, waste management, pest control, other services) team and service providers to optimize quality operation and services.
Budgetary Control
- Support the Director in developing Last Exit’s budget to ensure the estimated required capital (CAPEX) and operating costs (OPEX) over the full life cycle of the business plan are proposed for approval and ensure that projects are carried out within the agreed parameters.
- Ensure that all business activities within Last Exit are carried out in an efficient and cost-effective manner, meeting or exceeding the corporate objectives.
- Regularly monitor implementation of approved budgets and undertake corrective actions upon approval to ensure expenditure is controlled within budgets.
Tenant Relations and Operations
- Build and nurture tenant relations by meeting the tenants on regular basis.
- Monitor and direct Tenant compliance to safety measures and fire systems. Ensure that the retail asset complies at all times with safety matters are addressed according to Civil Defense requirements along with the international standards of retail asset operations.
- Carry out routine checks to ensure that all tenant stores are trading, merchandised, presented well and kept clean, maintenance free and safe at all times.
- Ensure inspections are smoothly and properly carried out to supervise tenant premises and record any lease / H&S violations.
- Ensure all maintenance and safety issues highlighted by the tenants are promptly escalated and resolved.
- Process all notices concerning Tenant requests, alterations, violations etc. by being aware of statutory requirements from Government entities such as Dubai Municipality, Civil Defence etc.
- Liaise with other DHAM departments such as DTS, when Tenants make a formal variation request.
- Review and enhance the WAF process. Approve Work Access forms within the set deadlines.
- Follow-up with the tenants for timely payment of rentals in coordination with the collections team and support in resolving any conflict or disputes. Prepare details of the cases as required.
- Conduct tenant orientation meetings for Last Exit, covering emergency procedures, communication systems and other security procedures relating to the tenants.
- Conduct tenants’ meetings on a regular basis to enhance relationship, operations and customer experience.
- Ensure the completion of general admin & document control at mall level. To verify that outgoing mall communication is prepared and administered effectively.
Customer Service
- Supervise the customer services team to ensure all customer complaints and queries are addressed timely.
- Guide customers within and outside the asset premises by ensuring high level of product knowledge of the asset and its facilities.
- Handle escalated inquiries received by the customer services team from stakeholders and customers.
- Keep records of customers’ service requests and complaints and handle customer complaints in accordance with the department policies and procedures.
Performance Review and Reporting
- Analyze individual retailer and category performance and present findings to the Director to business enhancement opportunities.
- Provide analysis for all retailers and assist the leasing department in planning, controlling and optimizing the brands and tenant mix (replacement of poor performers).
- Report regularly on the performance of the asset from revenue, sales, marketing perspectives.
- Monitor the actual cost versus budget on monthly basis & provide reports / data to assess project’s financial performance.
- Prepare monthly and quarterly retail asset management reports (footfall, turnover, rental forecasts, etc.).
- Maintain an update on market research and provide reports on retail trade analysis, sales analysis and market & competition analysis and develop reports and fact sheets.
Marketing Support
- Facilitate the execution of retailer driven marketing initiatives within both tenancy and common area in liaison with all relevant departments.
- Coordinate for any advertisements that need to be put up outside the Last Exit premises including liaising with Dubai Municipality for display of brown signages / unipoles / billboards and coordinate for their installation at the desired places.
- Monitor the Marketing spend on for Last Exit to ensure it’s within the approved OPEX budget.
- Supervise the controls of all malls promotional information and mechanics, coupons, vouchers and other mall related services.
- Implement the necessary procedures for all value-added services such as stroller rental, wheelchair loans, lost and found, met and great etc.
- Provide accurate information to customers on any current promotions set by the marketing department and ensure its set process and procedures are carried out accurately.
People Management
- Provide leadership within the function, setting individual objectives, managing performance, developing, and motivating staff, provision of formal and informal feedback and appraisal – to maximize subordinate and departmental performance in the pursuit of the Department’s objectives.
- Build and promote an organization culture that encourages innovation and reward performance that leads to enhanced staff motivation and retention.
About you:
The ideal candidate for this position will have the following experience and qualifications:
- Bachelors’ degree in business administration / management or any related field.
- Masters’ degree preferred.
- 8 years’ experience in retail / real estate management, mall operations, tenant relations, leasing or customer experience.
- Minimum 3 years’ experience in the Middle East.
- Exceptional written, verbal, and presentation skills.
- Strong facilitation and influencing abilities across various stakeholder levels.
- Proven problem-solving skills with the ability to remain composed during challenging discussions.
- High level of numerical proficiency, financial acumen, and analytical capability.
- Outstanding organizational and multi-tasking skills, with a keen eye for detail.
- Expertise in identifying and prioritizing key issues while fostering consensus among stakeholders.
- Sharp analytical thinking and sound judgment in decision-making.
- Demonstrated leadership abilities to drive timely outcomes across cross-functional teams.
- Strong interpersonal skills with the ability to build and maintain relationships at all organizational levels.
About the Benefits:
At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team and enjoy a comprehensive benefit package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.