Mall Manager

Role Overview

The Mall Manager is responsible for the overall performance, operations, and positioning of the shopping mall. This role ensures smooth day-to-day operations, strong financial performance, high customer satisfaction, tenant retention, and compliance with UAE regulations, while enhancing the mall’s brand and footfall through effective marketing and stakeholder management.

Key Responsibilities

1. Operations & Facilities Management

• Oversee daily mall operations including security, housekeeping, MEP, parking, waste management, and landscaping.
• Ensure compliance with local authority regulations (Dubai Municipality, Civil Defence, DDA where applicable).
• Coordinate with FM teams and service providers to maintain high operational standards.
• Manage preventive maintenance programs and respond effectively to emergencies and incidents.

2. Financial & Budget Management

• Prepare and manage the annual operating budget (OPEX and CAPEX).
• Monitor costs, control expenditures, and ensure value optimization.
• Review service contracts, negotiate renewals, and ensure commercial efficiency.
• Support revenue enhancement initiatives in coordination with leasing and asset management teams.

3. Tenant Relations & Leasing Support

• Act as the primary point of contact for tenants on operational matters.
• Ensure compliance with lease terms, fit-out guidelines, and mall regulations.
• Coordinate with leasing team on tenant onboarding, handovers, openings, renewals, and relocations.
• Proactively manage tenant issues to support retention and sales performance.

4. Marketing, Events & Customer Experience

• Collaborate with marketing teams on mall promotions, events, and activations to drive footfall.
• Ensure excellent customer experience standards across all touchpoints.
• Monitor customer feedback, complaints, and service recovery measures.
• Support digital initiatives, loyalty programs, and community engagement activities.

5. Health, Safety & Compliance

• Ensure full compliance with HSE policies, fire and life safety standards.
• Conduct regular audits, inspections, and risk assessments.
• Lead emergency preparedness plans, drills, and incident investigations.

6. Stakeholder & Authority Management

• Liaise with government authorities, master developers, consultants, and contractors.
• Represent the mall in official inspections, approvals, and coordination meetings.
• Ensure timely approvals, renewals, and certifications.

7. Team Leadership & Management

• Lead, mentor, and develop the mall management team.
• Set KPIs, conduct performance reviews, and build a high-performing culture.
• Ensure clear communication, accountability, and service excellence.

Key Performance Indicators (KPIs)

• Operational uptime and service quality
• Budget adherence and cost optimization
• Tenant satisfaction and retention
• Customer satisfaction and footfall growth
• Compliance and safety performance

Qualifications & Experience

• Bachelor’s degree in Property Management, Engineering, Business Administration, or related field.
• Minimum 8–12 years of experience in retail mall or mixed-use asset management, with at least 3–5 years in a managerial role.
• Strong understanding of UAE regulations, mall operations, and retail dynamics.
• Experience managing large-scale shopping malls in the GCC preferred.

Skills & Competencies

• Strong leadership and stakeholder management skills.
• Commercially driven with solid financial acumen.
• Excellent communication skills in English; Arabic is an advantage.
• Ability to manage multiple stakeholders in a fast-paced environment.
• Problem-solving mindset with strong attention to detail.