Executive - Tenant Relations – Retail – Dubai Holding Asset Management

Executive - Tenant Relations – Retail – Dubai Holding Asset Management

About Dubai Holding Asset Management:

Dubai Holding Asset Management (DHAM) owns and operates an extensive portfolio of 20 landmark retail destinations and 15 residential communities.

The Group plays a focal role in shaping Dubai's position as a global leader in business, tourism and leisure, contributing to its position as one of the world's most coveted and sought-after liveable destinations.

From hotspot retail destinations like Bluewater's, JBR, Souk Madinat Jumeirah, Al Khawaneej Walk and The Outlet Village to popular attractions, including the Theatre of Digital Art, Madame Tussauds, Tr88house, Museum of Illusions, Dubai Holding Asset Management’s retail destinations captivate millions of visitors and tourists every year.

Meanwhile, the niche and vibrant community centres as Bay Avenue, Mudon Community Centre, and Serena Marketplace play a vast role in enhancing the overall quality of life in residential communities, making neighbourhoods more vibrant and connected.

In 2022, Dubai Holding Asset Management’s retail destinations collectively attracted over 28 million visitors and hosted over 75 events across the portfolio. Dubai Asset Management maintains a substantial presence in Dubai with a leasing portfolio of 15 distinct residential communities, elevating the city’s global recognition as one of the most desirable and liveable destinations worldwide.

About the Job:

An opportunity has arisen for an Executive - Tenant Relations to join Dubai Holding Asset Management . The main duties and responsibilities of this role:

• The role holder serves as the primary point of contact for all mall tenants, ensuring the establishment and maintenance of strong professional relationships in alignment with the company’s objectives.
• The position is responsible for managing day-to-day administrative tasks, facilitating effective communication, and providing prompt support in addressing tenant-related inquiries and issues.

Tenant Relations

• Strong focus required on administrative tasks ensuring the accuracy of tenant data
• Develop strong, professional relationships with all retail tenants & coordinate for all major requirements.
• Ensure that all retail tenant’s complaints, issues, and operational challenges are addressed regularly.
• Ensure that the tenants comply with Dubai Municipality regulations as well as with DHAM’s lease and retail asset policies and procedures at all times such as housekeeping, cleanliness, safety and security, etc.
• Monitor and measure tenant compliance to specified standards to ensure their operations are within guidelines of their signed lease agreement and regulations such as HSE/ Fire safety etc.
• Carry out routine checks to ensure that all tenant stores are trading, merchandised, presented well and kept lean, maintenance free and safe at all times.
• Ensure all maintenance and safety issues highlighted by the tenants are promptly escalated and resolved by the operations team and service providers.
• Inspect each unit as per the approved schedule - Ensure all stores including Specialty Leasing are managing the premises and maintaining the stores in good working condition.
• Conduct tenant orientation meetings for the entire mall, covering emergency procedures, communication systems and other security procedures relating to the tenants.
• Conduct tenants’ meetings on a regular basis to enhance relationship, operations and customer experience.
• Draft the tenant letters, rent concession cases, early terminations and any other office memorandums.
• Ensure the tenant data is collected by the mall management support officer such as tenants’ monthly sales records, footfall, sales performance, compliance documents and permits etc.
• Ensure all tenants’ lease documentation is updated and in place.

Coordination with different departments

• Coordinate with technical team to ensure that functional specifications of retail and tenants’ requirements are being implemented during the approved modification.
• Support set up and engagement with all marketing events and sponsored programs.
• Liaise with finance department on tenant billing issues and queries, as well as reconciliations

Documentation and Communication

• Prepare and present timely tenant correspondence, memos and requests in line with DHAM guidelines.
• Keep all tenant files / documentation up to date such as organized database of leases, trade licenses, insurances, tenants’ ids, Ejari, & ensure timely renewal of licenses before their expiry.
• Maintain accurate and up to date records for all tenants, which may be reviewed at any time by DHAM internal/external auditors and/or Government entities such as Dubai Municipality, Civil Defence etc.
• Collect compliance documents (Insurances, Pest Control and Maintenance contract, AMC, Trade License for all tenants, and Grease Trap, Kitchen hood/ecology unit contract and report and LPG contracts for F&B units)
• Process all correspondence / communication received from Tenants. Maintain a tracker for tenant communication.

Rental Collections and Billing

• Follow-up with the tenants for timely payment of rentals in coordination with the collections team and support in resolving any conflict or disputes. Prepare details of the cases as required.

Tenant Variations / Alterations

• Process all legal / statutory notices concerning Tenant requests, alterations, violations etc. by being aware of statutory requirements from Government entities such as Dubai Municipality, Civil Defence etc.
• Liaise with other DHAM departments such as RDD, when Tenants make a formal variation request.
• Conduct regular inspection of tenant premises and record any lease / H&S violations etc.
• Receive non-technical requests from the tenants and coordinate for the issuance of the Tenant Work Permit (NOC) and ensure closure within the agreed timelines.

Marketing Support

• Facilitate the execution of retailer driven marketing initiatives within both tenancy and common area in liaison with all relevant departments.
• Encourage tenants to utilize valuable shop windows scheme during special events throughout the year (Eid, Valentine, Holiday season etc.)

Performance Review and Reporting

• Conduct analysis for all retailers and assist the leasing department in planning, controlling and optimizing the brands and tenant mix (replacement of poor performers).
• Conduct data entry and data analysis from Yardi, Salesforce, Footfall.
• Support in preparing retail asset management reports as & when requested (yearly footfall, turnover, rental forecasts, etc.).

About you:

The ideal candidate for this position will have the following experience and qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field (preferred but not mandatory).
• Entry-level role with 2–4 years of experience in retail or real estate management, mall operations, tenant relations, leasing, or customer experience.
• Prior experience in the Middle East is an advantage.
• Strong influencing and negotiation skills.
• Proven problem-solving abilities with the capacity to remain composed and professional during challenging situations.
• Strong numerical aptitude, financial acumen, and analytical skills.
• Excellent organizational and multi-tasking abilities with a keen eye for prioritizing key issues.
• Sound analytical thinking and good judgment in decision-making.
• Exceptional interpersonal skills with the ability to build and maintain relationships at all levels.
• Strong command of English with excellent verbal and written communication skills.
• Demonstrates strong customer focus and results orientation with a solid understanding of business operations.
• Highly adaptable, proactive, and creative, with excellent communication, problem-solving, and decision-making skills.
• Excels in planning, organizing, teamwork, and building effective relationships while fostering collaboration and empowerment across all levels.

About the Benefits:

At Dubai Holding, we're committed to nurturing the success and well - being of our colleagues. Join our dynamic and diverse team and enjoy a comprehensive benefit package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.