Mall Manager

jll; Kolkata District; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

JLL India is recruiting a experienced Mall Manager for a landmark mixed-use development in Rajarhat, Kolkata. You will lead operations, tenant management, and customer experience across premium retail and Grade‑A office spaces to maximize asset value.

The role requires strong leadership, financial acumen, and collaboration with leasing, security, engineering and vendors to ensure world‑class service and compliance.

Qualifications

• Bachelor's degree or MBA with relevant experience in mall/office asset management.
• Proven track record in leading large retail or mixed-use properties.
• Strong leadership, financial, and operations management capabilities.

Responsibilities

• Oversee end-to-end mall & commercial complex operations across retail, office, and F&B spaces.
• Manage tenant relationships, lease compliance, and service quality to maximize occupancy and revenue.
• Lead safety, security, maintenance, and regulatory compliance for a premium asset.
• Coordinate with engineering, security, leasing, and vendors to deliver superior visitor experience.
• Monitor budgets, CAM recovery, and P&L to drive cost efficiencies and asset value.

Skills

Leadership

Stakeholder Management

Retail Operations

Commercial Property Management

Financial Acumen

Customer Experience

Vendor Management

Risk Management

Strategic Thinking

Negotiation Skills

Education

Bachelor's Degree in Engineering, Business Administration, Hospitality Management, Real Estate Management, or equivalent

MBA preferred

Job description

JLL empowers you to shape a brighter way.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented peopleand empowering them tothrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Job Description

Position: Mall Manager

Location: Rajarhat, Kolkata, West Bengal
Employer: JLL India
Asset Type: Premium Mixed-Use Development

Position Summary

JLL is seeking an experienced and dynamic Mall Manager to lead the operations, customer experience, statutory compliance, tenant management, facility management, commercial performance, and asset enhancement initiatives for a landmark mixed-use development in Rajarhat, Kolkata.

The property comprises approximately 600,000 sq. ft. built-up area, featuring:

• 4 floors of premium retail space
• 13 floors of Grade-A commercial office space
• 2 levels of basement parking
• Multiplex and entertainment zones (if applicable)
• Multiple Food & Beverage outlets including bars, casual dining and quick-service restaurants
• National and international marquee retail brands
• Leading corporate occupiers and multinational companies

The role requires strong leadership, stakeholder management, financial acumen, and operational excellence to maximize asset value, customer satisfaction, tenant retention, and revenue generation while maintaining world-class operational standards.

Key Responsibilities

Asset Operations Management

• Oversee end-to-end operations of the mall and commercial complex.
• Ensure uninterrupted functioning of all building services, utilities, and common areas.
• Lead housekeeping, security, parking management, pest control, landscaping, and engineering operations.
• Ensure the asset operates in accordance with JLL and Client operational standards.
• Drive preventive and predictive maintenance programs.
• Monitor daily operational KPIs and service delivery standards.

Retail Operations & Tenant Management

• Act as the primary point of contact for retail tenants.
• Maintain strong relationships with marquee brands and anchor tenants.
• Resolve tenant concerns related to operations, facilities, security, marketing, and customer experience.
• Conduct regular tenant engagement meetings.
• Monitor store opening compliance and operational standards.
• Coordinate fit‑out approvals and handover processes.
• Ensure adherence to mall rules and lease obligations.

Commercial Office Operations

• Oversee operations of Grade‑A commercial office spaces.
• Engage with key corporate occupiers and facility representatives.
• Ensure superior workplace experience and service delivery.
• Manage common area maintenance and tenant satisfaction programs.
• Coordinate with occupier facility teams for smooth operations.

Financial Management

• Prepare annual operating budgets and business plans.
• Monitor operating expenses and identify cost optimization opportunities.
• Drive budget adherence and operational efficiency.
• Track CAM (Common Area Maintenance) recovery and service charge collections.
• Review monthly P&L, variance analysis, and financial reports.
• Support revenue enhancement initiatives across the asset.

Customer Experience & Brand Positioning

• Deliver exceptional customer experience across retail and commercial areas.
• Monitor and improve customer satisfaction scores.
• Lead implementation of customer engagement initiatives.
• Ensure effective grievance redressal mechanisms.
• Enhance footfall quality and visitor experience.
• Maintain premium asset image and ambience.

Food & Beverage Operations

• Oversee all F&B and bar operations from a property management perspective.
• Ensure compliance with food safety regulations and statutory licenses.
• Coordinate with restaurant operators for operational excellence.
• Ensure adequate support services, waste management, and hygiene standards.
• Monitor customer experience within dining zones.

Security, Safety & Risk Management

• Ensure implementation of comprehensive security protocols.
• Oversee security manpower deployment and surveillance systems.
• Conduct regular emergency response and fire evacuation drills.
• Ensure compliance with Fire & Life Safety standards.
• Lead incident management and crisis response activities.
• Coordinate with local authorities during emergencies.

Engineering & Facility Management

• Supervise MEP operations including:
  • HVAC systems
  • Electrical systems
  • DG sets
  • Transformers
  • Elevators and escalators
  • STP and WTP
  • Fire Fighting Systems
  • Building Management Systems (BMS)
• Ensure uptime and asset reliability.
• Implement energy conservation initiatives and sustainability programs.

Statutory Compliance & Governance

• Ensure compliance with:
  • West Bengal Municipal regulations
  • Fire safety requirements
  • Pollution Control Board norms
  • Excise regulations related to bars
  • Labour laws
  • Factory and Building regulations
  • Environmental and sustainability standards
• Maintain all statutory records and licenses.

Vendor & Contract Management

• Manage all service partner contracts.
• Conduct vendor performance reviews.
• Ensure SLA compliance and service excellence.
• Negotiate and optimize facility management contracts.
• Drive procurement governance and cost efficiencies.

Marketing & Revenue Enhancement Support

• Collaborate with leasing and marketing teams.
• Support event execution and promotional campaigns.
• Drive initiatives to increase footfall and dwell time.
• Support temporary leasing, kiosks, and revenue-generating opportunities.
• Identify opportunities for asset value enhancement.

Team Leadership

• Lead multidisciplinary teams across:
  • Facility Management
  • Engineering
  • Security
  • Housekeeping
  • Parking Operations
  • Customer Service
  • Tenant Coordination
• Develop high-performance culture.
• Conduct regular performance reviews.
• Mentor and coach operational teams.

Key Performance Indicators (KPIs)

• Tenant Satisfaction Index
• Occupier Satisfaction Scores
• Customer Experience Scores
• Asset Uptime (%)
• Budget Adherence
• CAM Recovery Efficiency
• Energy Cost Reduction
• Security and Safety Compliance
• Vendor Performance Scores
• Footfall and Asset Activation Metrics
• Audit Compliance Scores
• ESG and Sustainability Targets

Required Qualifications

Education

• Bachelor's Degree in Engineering, Business Administration, Hospitality Management, Real Estate Management, or equivalent.
• MBA preferred.

Experience

• 12-18 years of experience in mall management, mixed-use developments, retail real estate, commercial property management or hospitality.
• Minimum 5 years managing large retail/commercial assets above 500,000 sq. ft.
• Experience working with institutional asset owners such as Brookfield, Blackstone, Phoenix, Nexus, DLF, Prestige, or similar organizations preferred.

Competencies

• Strong Leadership Skills
• Stakeholder Management
• Retail Operations Expertise
• Commercial Property Management
• Financial Acumen
• Customer Experience Management
• Vendor Management
• Risk Management
• Strategic Thinking
• Negotiation Skills
• Crisis Management
• Communication & Presentation Skills

Preferred Profile

A seasoned mall management professional capable of running a flagship mixed‑use destination comprising premium retail, F&B, entertainment, Grade‑A office space, and high‑profile corporate occupiers while delivering exceptional customer experience, operational excellence, tenant satisfaction, and financial performance in alignment with JLL and client strategic objectives.

Sustainability, ESG & Energy Management

The Mall Manager shall act as the custodian of sustainability and ESG objectives, ensuring the asset operates in line with global best practices for environmental stewardship, resource optimization, and occupant well‑being.

Key Responsibilities

• Lead sustainability initiatives across retail, commercial, common areas, and parking facilities.
• Drive reduction in energy, water, and waste footprints through measurable annual targets.
• Monitor and improve key sustainability indicators including:
  • Energy Consumption (kWh/sq.ft.)
  • Water Consumption
  • Carbon Emissions
  • Waste Diversion from Landfill
  • Renewable Energy Utilization
• Oversee implementation of:
  • Energy‑efficient lighting systems
  • Smart Building Management Systems (BMS)
  • HVAC optimization programs
  • Water conservation measures
  • Rainwater harvesting systems
  • EV charging infrastructure
• Ensure efficient operation of STP and WTP systems and maximize treated water reuse for flushing and landscaping.
• Partner with engineering teams to identify energy‑saving and cost‑reduction opportunities.
• Drive waste segregation and recycling initiatives across tenants, F&B outlets, and common areas.
• Implement green procurement practices and sustainable vendor selection criteria.
• Support ESG reporting requirements and sustainability audits.
• Ensure compliance with IGBC, LEED, WELL, or other applicable green building certifications.
• Conduct sustainability awareness programs for tenants, occupiers, visitors, and service partners.
• Develop annual sustainability roadmaps and improvement projects.

Sustainability KPIs

• Energy reduction targets
• Water conservation achievements
• Carbon footprint reduction
• Waste recycling percentage
• Green audit scores
• ESG compliance metrics
• Sustainability project ROI

Risk Management & Business Continuity

The Mall Manager shall be responsible for maintaining a robust risk management framework covering operational, financial, safety, legal, reputational, and business continuity risks.

Key Responsibilities

Enterprise Risk Management

• Identify, assess, and mitigate operational and strategic risks across the asset.
• Maintain a comprehensive property risk register.
• Conduct periodic risk assessments and mitigation reviews.
• Track and report key risk indicators to client and JLL leadership.

Life Safety & Emergency Preparedness

• Lead site emergency response planning and preparedness.
• Ensure readiness for:
  • Fire incidents
  • Natural disasters
  • Floods and water ingress
  • Power outages
  • Civil disturbances
  • Security threats
  • Medical emergencies
• Conduct regular emergency drills and mock exercises.
• Ensure fire and life safety systems remain fully operational and compliant.

Business Continuity Planning

• Develop and maintain Business Continuity Plans (BCP).
• Establish Critical Incident Management procedures.
• Coordinate disaster recovery planning with commercial occupiers and retail tenants.
• Ensure uninterrupted operations during crisis situations.

Regulatory & Compliance Risk

• Ensure zero tolerance for statutory non‑compliance.
• Monitor all licenses, permits, and certifications.
• Manage compliance audits and regulatory inspections.
• Liaise with