Mall General Manager

DUTIES AND RESPONSIBILITIES :

The Mall General Manager (GM) is responsible for overseeing all aspects of mall management including but not limited to leasing and tenant relations, business planning and financial management, facilities and operational management and control of all maintenance, inspection, and safety functions. The Mall GM plans and directs the day-to-day operations of the store, develops strategies to improve customer service, drive mall sales, increase profitability, and grow the existing customer base. The Mall GM is overall responsible for ensuring customer needs are met, complaints are resolved and service is quick and efficient.

1. MARKETING

• Crafts and implements property Marketing Plan and budget based on allocation from overall budget
• Prepares and develops annual calendar of local marketing events, exhibits, and festivals
• Oversees property/mall website and social media content
• Oversees property/mall decor implementation and logistics
• Approves and press releases for local papers
• Ensures marketing collateral support for space rentals within property

• Develops and upkeeps the mall identity and ensures adherence to corporate brand guidelines

• Crafts and implements property Marketing Plan and budget based on allocation from overall budget

• Prepares and develops annual calendar of local marketing events, exhibits, and festivals
• Oversees property/mall website and social media content
• Oversees property/mall decor implementation and logistics
• Approves and press releases for local papers
• Ensures marketing collateral support for space rentals within property
• Develops and upkeeps the mall identity and ensures adherence to corporate brand guidelines

2. LEASING

• Conducts market scanning
• Crafts and executes leasing plans
• Crafts and executes kiosk leasing plan
• Ensures proper tenant mix and zoning within the mall in line with business strategy and market demand and to achieve desired footfall
• Negotiates contracts with identified accounts within parameters and exceptions approved by FSI ExCom, to maximize income in line with the business plan

3. OPERATIONS

• Develops and maintains a long-term beneficial relationship with all existing tenants and retail groups to ensure continued and future business
• Ensures efficient tenant onboarding to offboarding
• Deploys Design & Construction Guide for incoming tenants
• Oversees general services and housekeeping
• Resolves complaints and demands of tenants, works to remove the causes of the complaint, and respond to their requests within the legal and contractual obligations
• Develops and implements approved procedures and systems across all mall functions to ensure smooth coordination among various internal departments and to deliver positive customer and tenant experiences

4. SECURITY AND SAFETY

• Ensures that the security control plan is maintained for the mall areas by security provider
• Ensures statutory compliance on occupational health and safety
• Oversees Daily In/Out report of third-party hires

5. PROPERTY MANAGEMENT

• Conducts review of design guidelines and of property management plan
• Provides budget recommendations for property upkeep and repairs
• Oversees effective operations and regular equipment repairs and maintenance
• Schedules regular maintenance in conjunction with relevant department heads and follows up on quality and execution

6. FINANCE

• Prepares and reviews financial budgets, and monitors performance against financial targets
• Ensures security deposit clearance
• Oversees padlocking and ejection

REQUIREMENTS

• Bachelor's Degree in Business, Marketing or related programs
• Preferably with an advanced degree in Marketing or Business Development
• Minimum 10 years of mall management experience (Mall Manager level or above), including mall development, mall launching, new site management, and mall renovation
• Strong business acumen and good technical knowledge of commercial facilities
• Strong mall-specific financial acumen
• Good understanding of tenant mix and zoning
• Good understanding of mall operations and associated policies and procedures
• Good understanding of mall marketing, advertising, and promotion
• Knowledge of managing leasing contracts and negotiation, exposure to tender management
• Understanding and experience in managing Service Level Agreements with third party providers
• Strong negotiations and sales skills
• Excellent interpersonal skills
• Leadership and decision-making skills
• Possess good communication skills (both written and spoken)
• Excellent customer service skills
• Sound working knowledge of computer software applications