General Manager Mall Operations

1. Mall Operations & Facility Management

• Ensure smooth day-to-day operations of all mall departments including housekeeping, security, parking, engineering, and customer service.
• Monitor operational efficiency, SOP compliance, and maintenance of infrastructure (MEP, HVAC, elevators, etc.).
• Lead crisis management and ensure adherence to fire, safety, and statutory regulations.

2. Tenant Relations & Coordination

• Serve as the main point of contact for tenants; resolve escalations quickly and diplomatically.
• Conduct regular tenant meetings to understand needs, gather feedback, and align on mall-wide promotions and campaigns.
• Ensure tenant compliance with mall policies and fit-out standards.

3. Marketing & Footfall Generation

• Oversee the marketing calendar and campaign execution in collaboration with the marketing team.
• Approve budgets for events, social media promotions, and partnerships aimed at increasing footfalls and visibility.
• Monitor footfall analytics and campaign ROI to refine strategy.

4. Financial Planning & Budgeting

• Prepare and manage annual budgets including OPEX, CAPEX, CAM, and revenue projections.
• Monitor cost control, vendor payments, and revenue targets.
• Review financial performance and submit periodic reports to senior management.

5. Customer Experience & Engagement

• Ensure a best-in-class customer experience across all touchpoints cleanliness, signage, amenities, etc.
• Resolve visitor complaints and monitor satisfaction via surveys and social media sentiment.
• Initiate upgrades and services (e.g., digital directories, kids’ zones, valet, etc.) to enhance experience.

6. Team Leadership & Vendor Management

• Lead, mentor, and coordinate between internal teams (engineering, admin, marketing, leasing).
• Oversee third-party service providers and ensure SLAs are met.
• Promote a performance-driven, collaborative work culture.

Role & responsibilities

Preferred candidate profile