Job
Description
Job Title: Retail Specialist Highstreet Job Summary: The Retail specialist is responsible for the overall management and operational effectiveness of the highstreet, ensuring smooth daily operations, tenant relations, safety and security, customer satisfaction, and maintaining a positive shopping/ retail environment. The role involves managing staff, overseeing facility maintenance, and coordinating with various Stakeholders to ensure that the high street operates efficiently. Key Responsibilities: Daily Operations Management : Oversee the day-to-day operations of high street, ensuring that all systems (lighting, HVAC, escalators, elevators, etc.) are functioning optimally. Coordinate opening and closing procedures and ensure adherence to operational hours as per Operations Manual Maintain a clean, safe, and welcoming environment for customers, tenants, and staff. Vendor and Facility Management : Along with HPM head of that unit , Retail specialist needs Manage contracts with service providers for cleaning, maintenance, landscaping, security, and other services related to Highstreet Supervise the maintenance of the retail Highstreet , ensuring repairs and improvements are carried out in a timely manner. Monitor the operation of the retail amenities, including restrooms, parking areas, outdoor seating and Common Area Tenant Relations : Serve as the primary point of contact for all Retail tenants, addressing any concerns or requests in a timely and professional manner. Coordinate for fit outs with design & fit out team , ensuring all necessary support is provided by HPM team during fitouts to retailer Conduct regular meetings with Retailers along with HPM & DESIGN Team to discuss design , mep , fitout updates during fitout stage . SPOC for Lodha retail team post brand starts trading at Highstreet Health, Safety, and Security : Implement and enforce safety and emergency procedures, ensuring the safety of customers and staff. Supervise the security team and coordinate response efforts to incidents, thefts, or emergencies at Highstreet . Ensure compliance with health and safety regulations and government policies. Customer Service and Experience : Ensure the Highstreet retail provides a pleasant and customer-friendly experience by maintaining high standards of service and cleanliness. Implement strategies set my retail team to improve customer engagement and satisfaction. Financial and Budget Management : Prepare and manage the operational budget for the highstreet, ensuring costs are controlled and operating expenses are within budget. Monitor and report on financial performance, including sales, revenues, and cost-saving initiatives. Conduct cost-benefit analyses and recommend operational improvements to maximize efficiency. Closely co ordinate with Commercial team & Ops team in resolving outstanding & receivables related issues. Ensuring all relevant details regards to Utility billing is shared by HPM team to commercial team as per set monthly date . Marketing and Promotions : Collaborate with the marketing team to create and execute promotional campaigns, events, and seasonal programs. Work with retailers and partners on co-marketing initiatives to drive ff & sales. Team Leadership : Working closely with HPM Head , Lead and manage a team of operational staff, including security, hk and maintenance teams. Provide training to staff in regards to Ops Manual , Fitout Manual , Disaster Management process. Foster a team-oriented environment, promoting collaboration and effective communication across departments Compliance and Reporting : Ensure adherence to all legal, environmental, and regulatory requirements related to highstreet operations Maintain accurate records of operations, incidents, and reports for management. Generate and present regular operational reports . Key Skills & Qualifications: Education : Bachelor's degree in Business Administration, Facility Management, Hospitality, or a related field. A masters degree is a plus. Experience : At least 5-7 years of experience in operations management, preferably within a retail mix used development or mall environment. Communication Skills : Excellent verbal and written communication skills, with the ability to liaise effectively with tenants, customers, vendors, and Senior management. Problem-Solving : Ability to quickly identify problems and implement effective solutions in high-pressure situations. Financial Acumen : Experience in Managing dept budget, cost control, and financial analysis. Customer Focused : A strong commitment to customer satisfaction and the ability to enhance the customer shopping experience. Technical Knowledge : Familiarity with property management systems, security systems, and maintenance protocols. Working Conditions: Full-time position with a mix of office-based work and on-site presence at highstreet. Flexibility to work evenings, weekends, and holidays as needed. Must be available to handle emergencies and after-hours incidents. Performance Metrics: Customer satisfaction and feedback ratings. Compliance with budget and financial targets. Operational efficiency and uptime of facilities and services. Successful execution of marketing campaigns and events at Highstreet Tenant retention and satisfaction. This role is critical to ensuring the smooth operation and profitability of the highstreet, providing a safe and enjoyable shopping environment while maintaining effective and sustainable business practices.
