Mall Operations Manager

Roles and responsibilities

1. Operational Management

• Assist in Daily Operations: Support the Mall Manager in overseeing the daily operations of the mall, ensuring everything functions smoothly across various departments (maintenance, security, housekeeping, etc.).
• Vendor Management: Supervise and liaise with service vendors (e.g., cleaning, security, maintenance) to ensure the quality of services and adherence to contracts.
• Maintenance Oversight: Ensure that all common areas, facilities, and amenities are well-maintained and that any issues (plumbing, electrical, etc.) are addressed promptly.
• Security Coordination: Work with security teams to ensure the safety of shoppers, tenants, and mall employees, and manage emergency response protocols.
• Health & Safety Compliance: Ensure the mall complies with all health, safety, and environmental regulations, conducting regular inspections to identify potential hazards.

2. Customer Service

• Customer Experience: Work to enhance the customer experience within the mall, ensuring that it is welcoming, clean, and enjoyable for visitors.
• Handling Customer Complaints: Address customer complaints or concerns in a professional manner, ensuring they are resolved quickly and satisfactorily.
• Visitor Assistance: Oversee the information desks and assist customers with directions, inquiries, or general assistance, enhancing the overall shopping experience.

3. Tenant Relations and Leasing

• Tenant Liaison: Act as the main point of contact for tenants, ensuring effective communication and resolving issues related to operations, maintenance, or lease agreements.
• Lease Management: Assist with managing tenant leases, ensuring compliance with lease terms and facilitating renewals, terminations, or disputes as needed.
• Tenant Onboarding: Support the Mall Manager in the onboarding process for new tenants, ensuring smooth transitions and the provision of necessary resources.
• Tenant Engagement: Coordinate events or promotions within the mall to drive foot traffic and enhance tenant business performance.

4. Marketing and Promotions

• Marketing Campaigns: Assist in the development and execution of mall-wide marketing strategies, advertising campaigns, and events to drive foot traffic and sales.
• Social Media and Promotions: Support in managing the mall’s social media presence and promotional materials, ensuring regular updates and engagement with customers.
• Event Coordination: Organize and oversee mall events and promotions, from planning to execution, including seasonal campaigns, product launches, or entertainment activities.

5. Financial Management

• Budget Assistance: Assist in managing the mall’s budget by tracking expenditures, ensuring cost control, and identifying opportunities to optimize operational expenses.
• Revenue Monitoring: Support the Mall Manager in tracking revenues from tenant rents, promotions, and parking to ensure the mall meets its financial targets.
• Expense Reports: Assist in compiling and maintaining financial reports and providing regular updates on budget performance.

6. Team Management

• Staff Supervision: Assist in managing mall staff, including security, maintenance, housekeeping, and customer service teams, ensuring they are well-trained and meet performance standards.
• Training and Development: Ensure that employees are properly trained and equipped to carry out their responsibilities effectively.
• Performance Monitoring: Help monitor staff performance and assist in implementing any corrective actions or improvements as needed.

Desired candidate profile

1. Education & Qualifications

• Bachelor's Degree in Business Administration, Retail Management, Hospitality, or a related field.
• Certifications in retail management, property management, or customer service are a plus.

2. Professional Experience

• 3–5 years of experience in retail management, mall operations, or a related field, with at least 1–2 years in a supervisory or leadership role.
• Experience working in a shopping mall environment or managing retail operations is highly preferred.
• Demonstrated ability to handle operational challenges, vendor management, and customer relations.

3. Core Skills and Competencies

• Operational Excellence: A thorough understanding of mall operations, including facility management, vendor relations, and security oversight.
• Leadership and Team Management: Ability to lead, motivate, and develop teams, with experience in training, performance management, and conflict resolution.
• Customer Service Orientation: Strong focus on improving the customer experience, addressing complaints, and ensuring a safe and pleasant shopping environment.
• Communication Skills: Excellent written and verbal communication skills, capable of interacting with tenants, customers, vendors, and internal teams.
• Financial Acumen: Ability to assist in budget management, monitor revenues, and control costs. Experience with rent collections and financial reporting is an advantage.
• Problem-Solving Skills: Ability to address operational, customer, or tenant issues in a proactive and efficient manner, ensuring timely resolution.
• Multitasking and Time Management: Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a dynamic, fast-paced environment.

4. Key Personal Attributes

• Attention to Detail: A keen eye for detail when it comes to facility upkeep, customer experience, and compliance with safety and operational standards.
• Proactive and Results-Oriented: Ability to anticipate potential issues and take preventive measures, with a focus on achieving operational goals.
• Flexibility and Adaptability: Comfortable working in a dynamic and ever-changing environment, adaptable to shifts in priorities.
• Strong Organizational Skills: Excellent ability to organize tasks, manage documentation, and handle operational schedules.

5. Key Responsibilities

• Supporting Daily Operations: Assist the Mall Manager in overseeing all operational activities, including tenant management, facility maintenance, security, and housekeeping.
• Vendor and Tenant Relations: Act as a liaison between mall tenants, vendors, and mall management, ensuring smooth communication and resolving issues as they arise.
• Customer Service Management: Ensure that customer service standards are met, manage customer inquiries or complaints, and ensure the mall remains a pleasant environment for visitors.