Manager - Tenant and Customer Relations

The role holder is responsible for managing tenant relationships & customer services teams of the assigned asset, ensuring compliance of all tenants under the terms and conditions of the DHAM lease agreement, mall regulations, HSE, and local authorities. The role holder ensures that all tenant and customer service-related activities are monitored, and customer issues are addressed timely and in adherence with QA guidelines and DHAM’s policies and procedures. The role holder provides leadership to the tenant relations and customer service teams to ensure excellent service levels and customer experience.

Overall Responsibilities

• Deputize the Centre Manager in support of business during their absence
• Resolve issues arising within the common areas in coordination with the community management team.
• Support the Centre manager in driving the Asset Plan for the coming year, including asset main initiatives in line with the vision of the asset.

Tenant Relations

• Develop plans and lead their implementation, ensuring the tenant relations team is effectively and efficiently managing relationships and compliance across the asset’s tenants
• Ensure that the tenants always comply with Dubai Municipality regulations and DHAM’S lease and retail asset policies and procedures, such as housekeeping, cleanliness, safety and security, 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.
• 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.
• Prepare special case reports for rent discounts requested by important tenants to be presented to the Centre Manager and Executive Director for further action.
• 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 relationships, operations and customer experience.
• Ensure tenant compliance with safety measures and fire systems; the team collects all compliance documents.

Financials / Legal

• Provide advice and feedback to the Senior Centre Manager in the budget process in relation to concessions, OPEX, CAPEX, and manpower planning.
• Liaise with the finance department on AR collections and reconciliations
• Liaise with DH and DHAM legal departments on legal cases and tenant defaults

Customer Service and Relations

• Oversee and supervise the customer services team to ensure all customer complaints and queries are addressed timely.
• Ensure that the center's vision and values are understood and communicated clearly to the customers through the customer services teams on a periodic basis (fortnightly or monthly).
• Establish staff schedule and ensure daily duties are effectively delegated, follow-ups are carried out, and annual leave is prepared according to the division and business requirements.
• Ensure smooth and well-organized operation at the Information desk, providing all customers with efficient services and ensuring their expectations are constantly met.
• Handle escalated inquiries received at the Information Desk from stakeholders and customers.
• Ensure that the customer queries received via the call center are addressed promptly and issues are escalated to the appropriate teams in a timely manner.

Mall Operations and Marketing Support

• Ensure mall inspections are smoothly and properly carried out by the Tenant Relations Executive Team.
• Facilitate the execution of retailer-driven marketing initiatives within tenancy and common areas in liaison with all relevant departments.
• Oversee and supervise the controls of all mall's promotional information and mechanics, coupons, vouchers, and other mall-related services.
• Develop and implement the necessary procedures for all value-added services such as stroller rental, wheelchair loans, lost and found, met and great, etc.
• Supervise and oversee the completion of general admin & document control at the mall level. To verify that outgoing mall communication is prepared and administered effectively.
• Provide accurate information to customers on any current promotions set by the marketing department and ensure its set process and procedures are carried out accurately.

Performance Review and Reporting

• Analyse individual retailer and category performance and present findings to the Senior Centre Manager and Marketing in regard to business enhancement opportunities.
• Provide sustainability analysis for all retailers and assist the leasing department in planning, controlling, and optimizing the brands and tenant mix (replacement of poor performers).
• Report regularly on the performance of the asset from revenue, sales, and marketing perspectives.
• Monitor the actual cost versus budget monthly & provide reports/data to assess the project’s financial performance.
• Prepare retail asset management reports as & when requested (yearly footfall, turnover, rental forecasts, etc.).
• Maintain an update on market research and provide reports on retail trade, sales, and market & competition analyses and develop reports and fact sheets.

Continuous Improvement

• Identify additional revenue-generating opportunities to maximize mall revenue.
• Identify enhancements to the mall that may boost mall revenues (additional units kiosks, etc.)
• Implement policies, procedures, and processes for the respective function/department and ensure reviewing and keeping the existing ones updated as part of the ‘continuous process improvement.