Centre Manager – The Malls

Purpose of the Role

The Centre Manager is to ensure the overall smooth running of the Centre, including the recruitment and training of all staff whilst maintaining a safe and pleasant environment for Customers through the management of Health & Safety systems and the promotion of best practice throughout all tasks.

Key Responsibilities

Manage, market and operate the Centre to the very highest of professional standards
Develop strong relationships with all Tenants
Maximise retail sales opportunities for Tenants
Adhere to all key performance indicators as set out in the Management Agreement between the owner and Savills. With a key focus on Turnover Sales Data and accurate Financial reporting and monitoring of budgets, expenditure and forecasting
Be the ‘face’ of the Centre within the local community and to develop strong community links
Ensure that the Centre is maintained to an excellent standard and contractors are carrying out their work to an appropriate standard
Ensure that those working on site are carrying out an work in a safe manner.
Lead by example
Manage and lead the Management team to achieve the objectives as specified in the Centres business plan
Develop and encourage team building with all Centre Management staff
Develop excellent lines of communication with all Centre Management staff, the retailers, contractors and customers and the owner of the Centre
Motivate both individual staff members and the management team as a whole
Motivate the Centre’s retailers
Key responsibility for the Merchants Association company, including ensuring company accounts audited and VAT returns to HMRC submitted in timely manner. Attend tenants meetings with minutes of the meeting to be distributed to each member and Savills Management Surveyor
In liaison with the Savils Manager, ordering the necessary maintenance works at the centre, ensuring the budget is adhered to
Spend at least one hour a day talking with the retailers. The Centre Manager is encouraged on a regular basis to ”walk” the development prior to opening up in a morning
Authorise and check coding of invoices within agreed timescales
Stay abreast of market trends by actively networking and keeping up with all industry journals
Key responsibility for the Merchants Association company, including ensuring company accounts audited and VAT returns to HMRC submitted in a timely manner. Attend tenants meetings with minutes of the meeting to be distributed to each member and the Savills Management Surveyor
Staff Training and Development

In liaison with the Managing Agent, the Centre Manager will be responsible for:

The ongoing training and development of all Centre management staff
Implement Training Needs Analysis for each team member on a six‑monthly basis.
Conduct staff appraisals in accordance with the Savills staff appraisal policy
Mentor staff as deemed necessary and in accordance with the Savills policy
Attend all Management Meetings and any other meeting as requested by the Asset Manager / Landlord
Specific Management Responsibilities

Keep Savills/Owner fully informed of all management, marketing, leasing and operational activities
Maximise opportunities to generate additional income
Ensure high levels of customer service are provided at all times
Prepare and submit to the Asset Management Surveyor/Landlord a brief weekly report/update.
Maintain accurate records of correspondence, lease information, contractors on site, file notes on all meetings with retailers and any other relevant information that should be maintained to provide a proper audit trail
Ensure that each retailer adheres to their lease and Tenant Rules and Regulations
Be fully conversant with all relevant health and safety legislation
Comply with all H&S Regulations
Submit for approval overtime schedules for staff alongside explanations where necessary
Marketing

Assist ‘Head Office’ and any retained Consultants with the development, implementation and ongoing review of the Marketing Budget
Be fully conversant with the demographics and socio-economics of the development’s trade area
Assist the repositioning of the Marketing Budget in accordance with the change in retail trends
Meet with the retailers on a regular basis to discuss the marketing, promotional and advertising requirements for their business
Stay abreast of market trends by actively networking and keeping up with all industry journals
Operations

Implement all operational systems and procedures in accordance with the Standard Savills Operational Procedures and Systems Manual
Maintain the centre to the very highest of standards
Minimise the Liability Risk exposure of the Owner
Maintain all plant and equipment to the very highest of standards
Ensure that all contractors satisfy the insurance requirements as required under the Savills Public Liability Policy
Ensure that all operations and maintenance undertaken at the centre conforms with the work place health & safety legislative requirements
Ensure that all operations and maintenance undertaken at the development conform with any other relevant legislative requirement applicable to those tasks
Ensure that all operations and maintenance undertaken by the Centre’s contractors conforms with the specifications as agreed to between the Centre and the contractor
Keep up to date any Program Maintenance Schedule
Keep abreast of all operational issues pertaing to the Car Park (operated by the client) and assist where necessary in the smooth running / operation of the same at all times.

Quality Assurance/ Customer Service

Train all Centre Management Staff, as appropriate
Adhere to all Quality Assurance requirements / Customer Service standards
Public Relations

Establish and maintain harmonious relationships with the local business community and council/government authorities
Actively involved with the Chamber of Commerce and other local organisation that may assist with the future development of the centre
Media

Produce promotional media releases that are of a local issue
All other media statements and releases will require Asset Manager approval prior to release
Limits of Authority

The Centre Manager shall not, without authority:

Employ or dismiss salaried staff
Commit, authorise or pay accounts in excess of agreed limits
Vary terms or conditions of the standard leases
Involve Savills or the Landlord’s in legal proceedings
Grant salary or wage increases
Confidentiality

All Centre Management matters pertaining to the development and its retailers must at all times be kept confidential. Under no circumstances should confidential information be discussed with any party other than with the party directly involved with the issue. The Centre Manager must also at all times exercise discretion with disclosure of sensitive information to his staff and it is preferable, where possible to apply the “need to know” principle.

Skills, Knowledge and Experience

Candidates will be required to demonstrate the following:

Essential

Experience in the management of security, cleaning and maintenance staff
Experience in setting up and administration of detailed record keeping systems
Knowledge and/ or experience managing services to an agreed budget
Excellent organisational and time management skills and able to meet tight deadlines
Self-motivated and able to work on own initiative without ongoing direct supervision
Excellent interpersonal and communication skills and able to effectively communicate with staff, the public and potential customer groups at all levels
Working knowledge of current Health & Safety legislation
Willingness to adopt a flexible approach to working patterns in order to respond to the changing needs of a retail environment.
Desirable

Relevant degree or professional qualification or working towards
Operational experience at supervisory / managerial level within the retail sector, visited by members of the public
Ability to use full range of Microsoft applications inc. Word, Excel, PowerPoint, Outlook.
First Aid qualifications
Experience of direct liaison with Police, Fire and Government Enforcement offices
Working Hours – 37.5 hours (to include Weekend Duty Manager rota with time in lieu)

Salary – In the region of £57,000 to £62,000 commensurate on experience and qualifications