Shopping Centre Manager

We are seeking a Shopping Centre Manager to ensure the overall effective management and development of specific property assets, including the achievement of specified growth and profitability objectives and management of subordinates and property teams. To provide input and execute the property strategies related to the specific property. Responsible across all centre operations such as but not limited to retail space management, marketing, leasing, health and safety and maintenance.

REQUIREMENTS

• Degree in Business Commerce or Business Administration or Real Estate Management
• 5 - 7 years retail property management
• 3 - 5 years General Manager of a Super Regional / Regional shopping centre
• 2 – 4 years Project management planning, development / redevelopment

DUTIES

Strategic Management and Execution:

• Providing input where required, regarding a business strategy that is property asset specific, which includes leasing, marketing and operational targets, in line with the business strategy, in collaboration with the Portfolio Executive and Regional Leasing Manager.
• Providing input where required, regarding action plans with defined outcomes, measures, due dates and responsibilities to support departmental and national strategy, goals, targets and objectives.
• Monitor the implementation of operational action plans in line with the strategic objectives of the business.
• Rectify deviations from the action plan by applying corrective actions within an acceptable time frame.
• Report progress to relevant stakeholders on a timeous basis, highlighting risk, mitigations, and corrective measures.
• Ensure that effective business processes are set up and maintained.
• Reinforce the alignment of initiatives in line with the Company purpose, values and strategic initiatives.

Risk and Compliance Management:

• Overseeing risk management reviews by analysing the regional leasing portfolios’ strategic and operational performance.
• Ensure compliance to systems, policies, processes and controls.
• Engage and consult with the Legal Department regarding lease agreements, renewals as well as contractual non-compliance by either the business or tenants.

Property Asset Management:

• In collaboration with the Regional Leasing Manager, provide input where required, regarding a leasing strategy for the Shopping Centre, to ensure profitability and growth of the business.
• In consultation with the Portfolio Executive and Leasing Team, negotiate leasing deals with new and existing tenants, maintaining high occupancy levels of tenants, ensuring proper management and compliance of leasing renewals, administration and lease tracking systems.
• Ensure the achievement of market rentals on a regular basis and competitiveness therein.
• Ensure the retention and expansion of tenants through continuous improvement and offering initiatives.
• Oversee the proper compilation of all management and turnover reports, ensuring corrective actions highlighted and addressed timeously.
• Oversee and provide input where required, regarding the shopping centre marketing strategies, marketing and communications and public relations activities, both externally and internally.
• In collaboration with the Facilities Management teams, develop and oversee centre operations and facilities management in line with regulatory and business standards.
• In collaboration with the Marketing Manager, develop shopping centre targeted marketing and communication campaigns and materials, which are consistent with corporate marketing and communications strategy and brand.
• Liaise with the Marketing Team on marketing, communications, public relations and digital media.
• Manage relationships through various communication channels to develop stronger relationships with all stakeholders.
• Continuously manage, build and strengthen the brand, both internally and externally nationally, in line with the marketing and business strategies.
• Implement and maintain an effective HSE, quality & risk management system in conjunction with the CFO and Portfolio Executives.

Business Unit/Division Management:

• Act in accordance with Company values in all interactions with staff and/or clients.
• Ensure staff are aware of and support the Company purpose, values and strategic initiatives.
• Communicate performance requirements clearly to all staff members.
• Monitor progress and provide regular feedback and guidance to staff.
• Evaluate performance on a continuous basis against strategic deliverables and key performance deliverables.
• Ensure the application of performance management policies and procedures.
• Ensure that the department/division complies with all the relevant legislation.
• Proactively identify possible risks and ensure timely action in order to limit and/or prevent risks.
• Reduce risks as far as possible without negatively affecting profitability.

People Management:

• Fill vacancies in accordance with company policies and procedures.
• Take accountability for employment equity (EE) goals and monitor progression.
• Ensure that the onboarding/induction process is followed with all new staff.
• Interpret the department's business objectives for staff.
• Provide constructive feedback and guidance to staff.
• Coordinate and monitor staff development.
• Ensure succession plans are in place for all key positions within the department.
• Conduct regular meetings with staff to maintain open communication.
• Ensure that employees receive rewards and acknowledgement for outstanding achievements.
• Ensure staff-related administration is kept up to date in accordance with company policies (leave, overtime, etc.).
• Ensure documentation for injury on duty (IOD) claims are completed according to relevant legislation.
• Manage discipline and deal with grievances within the prescribed time frame.

Relationship Management:

• Liaise with external consultants and provide input where required, regarding strategic initiatives or projects.
• Develop, negotiate, and manage external stakeholder and partner relationships.
• Ensure continued and professional communication with tenants and customers.
• Regularly engage with tenants and customers in order to improve and maintain high levels of satisfaction and customer experiences.
• Identify and develop relevant key stakeholders relationships.
• Actively collaborate to make all stakeholders ambassadors of the company.
• Ensure processes are in place to address client complaints efficiently.
• Handle escalated problems, enquiries and needs as soon as possible.
• Establish a client-centred mindset among staff members within the department.
• Ensure that outstanding client services are maintained.

Property Management:

• Assist with specifications and finalization of service contracts according to needs in conjunction with Facilities Consultant.
• Manage Service Contractors and liaise with management of contractors.
• Manage Inspection Programme with operations manager.
• Inspections with Facilities Specialist Centre.
• Ad hoc inspections where necessary.
• Oversee tenant installation processes.
• Oversee running and planned maintenance.
• Health and safety meetings.
• Monitor OHS Act Compliance.
• Monitor compliance to other relevant statutory requirements.
• Updating of relevant data in SAP / MDA / NICOR.
• Monitoring maintenance of SAP / MDA / NICOR data by Operations Managers and Consultants.
• Parking audits.
• Monitoring of insurance claims, CAD – new requests, changes and updates.
• Prepare Management Pack in conjunction with Finance.
• Co-Ordinate, arrange and attend management meetings – act as chair where possible.

Budgeting: Income & Expense Control:

• Provides input into income & expense budgets based on knowledge of the property market in the cluster.
• Manage income & expenses.
• Approval and managing internal orders.
• Energy management – in conjunction with technical consultants.
• Evaluate municipal accounts & implement corrective measures.
• Monitoring of Company expenses & implement appropriate cost reduction (example, telephone accounts).
• Monitor actual income vs. budget.
• Evaluate outstanding rent-roll – timeous follow up & corrective measures.
• Involvement and monitoring of legal cases.
• Vacant space strategy in conjunction with Regional Manager.
• Confirm validity of transactions for commission claims.
• Monitoring maintenance of SAP / MDA / NICOR data by Operations Managers and Consultants.
• Parking audits.
• Monitoring of insurance claims, CAD – new requests, changes and updates.
• Prepare Management Pack in conjunction with Finance.
• Co-Ordinate, arrange and attend management meetings – act as chair where possible.

Liaison (Tenants, clients, brokers, public & community):

• Monitoring of call logging system – logging, follow-up, reports, trends, query resolution.
• Control interaction between tenants & other Company divisions.
• Tenant visitation programme (should include discussion re turnover performance).
• Tenants meet required standards and contractual obligations with reference to user clauses.
• Feedback to external clients – including issues identified & recommendation of corrective measures.
• Implementation of instructions from KAM (Key account Management) regarding client requirements.
• Brokers (lower involvement in retail).
• Broker queries, assistance with deals.
• Ensure quality customer service delivery (Buying Public).
• Liaison on a daily basis with internal and external parties including involvement in forums, business chambers, Policing Forums etc. and establishing & maintaining relationships with the local community.

Retail Management & Tenant Turnover Performance Evaluation:

• Trading density management (obtain turnover figures, analyse and discuss with tenants, discuss corrective measures).
• Feet counts.
• Evaluation of retailers.
• Promotions & Marketing (where promotions company is not appointed).
• Management of promotions Contractor (incl. Promotions, court income etc.).
• Implementation of standard tenant criteria per centre.

Revamps & Upgrades:

• Visioning sessions with professionals.
• Involvement in project planning stage.
• Tenant mix and relocation of tenants if required.
• Ongoing involvement in meetings during revamp.
• Relaunch of shopping centre.

Desired Skills:

• Project Development
• Business/Real Estate Degree
• Strategic Planning