General Manager - Operations

Department / Division

Operations

Position reports to

Retail Director -North

External Interface

(Enlist external agencies/authorities that you are required to deal with while discharging your duty)

• Retailers – Business Development/ Sales Head

• Local municipal authorities, government , statutory and other regulatory bodies

• Vendors and agencies (event management, creative, design etc.)

• Outsourced Agencies
  

Minimum Qualification

(i.e education, training etc.)

• Graduate, MBA
  

Minimum Experience

• 13 – 18 years of experience in retail/hospitality industry & preferred to have 7 - 8 years experience in Mall Management
  

Special Skills/Attributes

(required for performing the job effectively)

• Sound Knowledge of mall management practices

• Sound Understanding of business planning, budgeting and risk management

• Principles of building and maintaining retailer & customer relationships
  

Overall Purpose/Objective

Of the job

Leads the management and operations of the mall in order to ensure a conformable and secure environment to the customers and responsible for achievement of Centre(Mall) objectives in terms of profitability and revenue maximisation by providing quality services to customers and support to the retailers

Key Responsibilities

(List major responsibilities, that you have, to achieve the key objectives)

• Formulate the zoning plan and the brand/ product category mix based on the target customer segment ,market positioning of the Centre, lay-out of the Centre etc.; and seek approval for the same by the Management

• Formulate the strategy for highest quality of mall management to ensure customer delight and enhance footfalls / consumption significantly

• Develop the financial strategy, goals and targets for the center in line with the corporate philosophy and strategy

• Review and finalize the overall marketing strategy for the Centre in order to increase the trading density and maximize revenues

• Review and approve the advertising and branding strategy developed for the Centre in order to increase footfalls and enhance consumption

• Develop the budget strategy for the Centre in coordination with Operations, Marketing & F&A team after reviewing previous year’s performance, growth, etc

• Ensure optimum occupancy and the right brand/ product category mix at the Centre so as to attract the target consumer group and enhance consumption

• Review the service standards for the outsourcing agencies, in line with corporate standards and the customer service expectations of the customers

• Ensure that house-keeping, parking, security, pest-control, horticulture, facade cleaning activities are carried out in as per the schedule

• Ensure safety standards are set in line with corporate standards and review/ approve the safety and security policies/ processes

• Review, finalize and approve the annual marketing calendar/advertising/PR and events activities for the mall in order to increase trading density

• Ensure that all permissions/ licenses and their renewals are obtained in a timely manner , if required by liaisoning with local municipal authorities/ government and other regulatory bodies

• Ensure that all agreements with retailers and contracts with vendors/ agencies are drafted correctly and validated by the Legal team

• Ensuring all strategic initiatives with respect to all departments are been taken care and is aligned with Retail Director.