Mall Manager

Role & responsibilities

Role Overview

The Mall Manager is responsible for the overall operations, general administration, and customer experience of the mall. This includes tenant coordination, property management, adherence to campus guidelines and ethics, hygiene standards, security, housekeeping, and smooth functioning of all services. The role ensures that employees, visitors, and guests follow the code of conduct while maintaining a safe, clean, and compliant environment.

Key Responsibilities

General Administration

• Oversee all administrative activities of the mall, including documentation, vendor management, compliance, and staff coordination.
• Ensure campus/property guidelines, ethics, and discipline are followed across all departments.
• Monitor general hygiene levels and ensure adherence to the code of conduct by employees, tenants, visitors, and guests.
• Maintain effective communication with all stakeholders for smooth mall operations.

Operational Management

• Ensure seamless day-to-day functioning of security, housekeeping, maintenance, electrical, HVAC, and parking operations.
• Conduct routine inspections to ensure safety, cleanliness, and operational efficiency.
• Implement and regularly update mall SOPs in line with statutory norms and organizational standards.

Tenant & Lease Management

• Act as the primary point of contact for tenants and resolve operational concerns promptly.
• Coordinate with the leasing team for onboarding, fit-out activities, renewals, and compliance with lease terms.
• Foster strong relationships with retailers to maintain cooperation and timely support.

Customer Service

• Deliver a high-quality experience to mall visitors and address grievances immediately.
• Ensure service quality standards are maintained across all customer touchpoints.

Safety, Compliance & Ethics

• Enforce mall safety protocols, fire safety measures, and emergency response plans.
• Ensure compliance with local regulations, property guidelines, and ethical standards.
• Monitor the conduct of all occupants to ensure discipline and compliance with mall policies.

Revenue & Budget Management

• Manage mall revenue streams such as rentals, promotional spaces, utilities, and parking.
• Prepare budgets and control operating expenses with effective cost management strategies.

Marketing & Events Coordination

• Support promotional activities, events, and campaigns to maximize footfall and mall visibility.
• Work closely with the marketing team for smooth execution of mall events.

Team Leadership

• Lead the operations,facility management, security, and housekeeping teams.
• Provide training, guidance,and performance monitoring for all staff and outsourced teams.

Qualifications & Skills

Education:

• Bachelors Degree in Business Administration, Hospitality, Retail, or related field (MBA preferred).

Experience:

• 5 - 7 years of experience in mall operations, facility management, hospitality, or commercial property management.

Key Skills

• General Administration
• Property Discipline
• Guidelines & Ethics Compliance
• General Hygiene Management
• Code of Conduct Enforcement
• Tenant Coordination
• Customer Service Excellence
• Facility & Operations Management
• Safety & Regulatory Compliance
• Budgeting & Cost Control