Centre Manager - Ocean Terminal

Purpose of the Role

As Centre Manager at Ocean Terminal, you will work closely with the Ambassador Group and Savills teams to lead the successful operation of the development to achieve ongoing growth through strategic direction, management leadership, stakeholder influence and engagement, innovation and accountability.

As Centre Manager you will clearly communicate the vision for the Scheme, including the values, culture and behaviours. You will be a strong and motivational leader who has a proven track record in effectively developing and nurturing teams in a large retail environment.

As part of the asset team, you will assist with driving performance and growth to strengthen the asset and ensure its long term success. You will assist in enhancing the overall profitability and performance of the scheme by assisting with the implementation of the commercialisation strategy aligned with the brand and driving other non rental revenue streams. Experience in managing operational budgets and P&L accounts is essential.

The Centre Manager will represent Ocean Terminal as the public face of the development maintaining relationships with all key internal and external stakeholders. Experience in dealing with multiple stakeholders is required.

Key Responsibilities

Main Duties

Financial Performance

• Provide input into the annual business plan for the centre, have a full understanding and appreciation of the business strategy and take responsibility for its implementation within the context of the onsite team.
• Assist with service charge budgeting and non-recoverable expenditure capital expenditure budgeting.
• Managing and reviewing the annual service charge budgets for the main centre and car park (in excess of £2m per annum).
• Work with occupiers to maintain retail sales opportunities.
• Work with the Asset Management and Commercial Teams in the development and execution of the marketing budget and strategy to drive retail sales and footfall.
• Assist the Asset Management Team in the strategy for the management of void units to maximise income, minimise the non recoverable rates and other cost liabilities and enhance the mall environment.
• In conjunction with the managing agent, prepare the annual service charge budgets, manage expenditure throughout the service charge period and assist with the reconciliation at year end.

Staff Training and Development

In liaison with the managing agent, the Centre Manager will be responsible for:

• The ongoing training and development of all Centre management staff.
• Implement Training Needs Analysis for each team member on a six monthly basis.
• Conduct staff appraisals in accordance with the Savills staff appraisal policy.
• Attend all Management Meetings and any other meeting as requested by the Management Surveyor / Asset Manager or Shareholder.

Specific Management Responsibilities

• Provide effective leadership and empower employees to ensure the development and encouragement of all staff to meet both business and personal objectives.
• Line management of the existing management site team, conducting appraisals, setting personal targets and carrying out pay and bonus reviews.
• Measure performance against key business plan targets and ensure individuals are accountable.
• In conjunction with Savills’ HR team, ensure disciplinary and grievance procedures are actioned appropriately.
• Work closely with the Savills’ management team on the production of the service charge budgets and booklets, the payment of invoices and control of expenditure as well as portfolio changes in operational policy and procedure.
• In conjunction with the Savills’ Operations team, attend cross portfolio centre management meetings, share ideas and policies that can enhance the performance of the Outlet.

Overview

Build and promote the Ocean Terminal Brand through relationships with all key stakeholders. Ensure consistency of message and act as an ambassador for the Centre.

Tenants

• Chair the brand meetings and service charge update meetings.
• Maintain a good relationship with all store managers and that regular anchor store and unit store meetings are scheduled. Feedback anecdotal and actual trade information through the weekly & monthly trading reports to the managing agents and Shareholder.
• Work with the managing agent and shareholder to oversee the monitoring of tenant compliance.

Marketing

Visitors

• To consistently exceed customer expectations and deliver long term, sustainable customer satisfaction both internally and externally.
• Act as the main PR spokesperson for Ocean Terminal as instructed by the Asset Manager.
• Maintain a good relationship with the local press and promote positive PR stories about the centre.

Media

• Oversee promotional media releases that are of a local nature.
• All other media statements and releases will require Shareholder / Asset management approval prior to release.

Operations

• Work with the Management Team to ensure the highest standards of operational efficiency and customer care at all levels, including service to staff, retailers and visitors.
• With the external Facilities Manager, oversee and review all operational policies and procedures as required.
• Work with the management surveyor and Management Team to prepare and review the Planned Preventative Maintenance (PPM) programme for the Centre.
• In conjunction with any appointed service partners, oversee providers of Security, Environmental Services, Customer Service and M&E services.

Quality Assurance/ Customer Service

Compliance

• Ensure adherence to all company policies, Health and Safety procedures and statutory compliance, taking responsibility for the Centre’s Health and Safety Policy ensuring it is communicated to all staff effectively.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the Centre and the overall business objectives of the Asset Manager or Shareholder.

Skills, Knowledge and Experience

Minimum:

• Senior Management experience.
• Previous experience of managing a retail/leisure scheme.
• Strong leadership and people management skills.
• Excellent communicator at all levels.
• Excellent financial management skills.
• Previous PR and Marketing exposure.
• Excellent presentation skills.
• Self-motivated.
• Budgetary Management Experience.
• P & L Experience.
• Strong operational H&S knowledge (preferably holding a qualification IOSH Managing Safely or equivalent).

Desirable:

• Previous exposure of managing a large retail/leisure scheme.
• Good knowledge of ESG, Corporate Responsibility and environmental issues.
• Achievement of other professional qualifications / awards relevant to the role.

Working Hours – 40 hrs per week.

Please see our Benefits Booklet for more information.

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