Retail Specialist

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:

1. 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.

2. 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 

3. 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 

4. 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.

5. 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.

6. 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 . 

7. 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.

8. 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

9. 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.