Mall Manager

Roles and responsibilities

The Mall Manager is responsible for overseeing the daily operations of the shopping mall, ensuring that it meets its financial and operational goals. This role encompasses several key areas, including EBITDA management, mall marketing, specialty leasing, mall operations, tenant relations, and occupancy management. The Mall Manager will work closely with various teams to drive performance and enhance the shopping experience.

What You Will Do

EBITDA Accountability

• Manage the annual budget to meet EBITDA goals; conduct monthly financial reviews and implement cost-reduction and revenue strategies.
• Indicator: Effective financial strategy optimizing leases, costs, and revenue streams.
  

Mall Operations

• Oversee maintenance, security, and housekeeping; ensure safety and emergency readiness.
• Indicator: Reduced incidents and prompt resolution times.
  

Specialty Leasing Accountability

• Maximize specialty leasing and pop-up income; secure favorable tenant agreements.
• Indicator: High occupancy and year-over-year revenue growth.
  

Asset Management Accountability

• Recommend capital assets within budget, ensuring inclusion in maintenance and QA programs.
• Indicator: On-budget, on-time CAPEX project completion.
  

Marketing & Events (Indirect)

• Support marketing strategies and events to boost foot traffic and brand awareness; align specialty leasing concepts with operations.
• Indicator: Increased foot traffic, social engagement, and positive customer feedback.
  

Stakeholder Management

• Coordinate with authorities, development teams, and tenants on site requirements, safety, and redevelopment.
• Indicator: Timely resolution of tenant issues.
  

People Management

• Drive high performance and customer service through staff recruitment, training, and engagement.
  

Required Skills To Be Successful

• Minimum 10+ years of experience working with community malls, retail districts or regional malls.
• Proven experience in P&L management, mall operations, tenant relations, specialty leasing, as well as events and activation (marketing).
  

What Equips You For The Role

• Bachelor’s degree/University degree
• Proficiency in budgeting, financial analysis, and understanding of EBITDA metrics to drive profitability and cost management.

Desired candidate profile

1. Overall Mall Operations Management

• Operational Oversight: Supervise the day-to-day operations of the mall, including tenant management, facility maintenance, security, and housekeeping.
• Maintenance and Upkeep: Ensure the mall’s physical infrastructure is well-maintained, including the cleanliness of common areas, elevators, restrooms, air conditioning, and lighting.
• Safety and Security: Oversee security protocols to ensure the safety of shoppers and staff. Work with security teams to monitor surveillance, address emergencies, and maintain a secure environment.
• Compliance and Regulations: Ensure that the mall complies with local laws, zoning regulations, safety standards, and environmental guidelines (e.g., fire codes, health regulations, accessibility requirements).

2. Tenant Relationship and Management

• Tenant Leasing and Contracts: Oversee tenant leasing processes, including negotiating lease terms, renewals, and managing tenant relations. Work closely with the leasing team to attract new tenants and retain existing ones.
• Tenant Support: Serve as the primary point of contact for tenants, addressing their concerns, facilitating requests, and ensuring they have the resources they need to operate efficiently.
• Conflict Resolution: Mediate any disputes between tenants, ensuring that issues are resolved promptly and professionally.
• Tenant Mix and Strategy: Help curate a balanced and appealing tenant mix to enhance the mall’s attractiveness to customers. This may involve analyzing market trends and customer demographics to optimize the shopping experience.

3. Financial Management

• Budgeting and Cost Control: Develop and manage the mall’s operational budget, ensuring that expenditures align with revenue goals. Implement cost control measures and monitor financial performance.
• Revenue Generation: Oversee rental income from tenants, service charges, and other revenue-generating activities like advertising, parking, and events.
• Financial Reporting: Regularly report on the mall's financial performance, analyzing metrics such as occupancy rates, sales per square foot, and operational costs.

4. Marketing and Customer Engagement

• Marketing Strategy: Develop and execute marketing campaigns to increase foot traffic, promote special events, and enhance the mall’s image. Work with marketing teams to leverage digital media, social media, and traditional advertising channels.
• Promotions and Events: Plan and execute promotional activities, sales events, and seasonal campaigns (e.g., holiday sales, back-to-school events) to drive traffic and create a lively shopping atmosphere.
• Customer Experience: Ensure the mall provides an enjoyable shopping experience for customers, including offering high-quality amenities, customer service, and engaging with shoppers through loyalty programs or feedback systems.

5. Facility and Infrastructure Management

• Facility Planning: Plan and implement improvements or renovations to the mall to keep it modern, accessible, and appealing. This could include designing layouts, upgrading facilities, and improving signage.
• Energy and Sustainability: Implement energy-efficient measures and sustainability initiatives, such as waste management programs, recycling, and using eco-friendly materials where possible.
• Vendor Management: Oversee the selection and management of third-party vendors, including cleaning, maintenance, and security service providers.