Centre Operations Manager - Bluewater in Kent

We are Landsec. We identify and shape places that create opportunity, enhance quality of life, and bring joy to the people connected to them. This is how we’ve created the UK’s leading portfolio of urban places and one of the largest real estate companies in Europe. Our £10 billion portfolio is built around premium workplaces, the country’s pre-eminent retail platform, and a residential pipeline that will redefine urban life. We’ve honed this ability over 80 years, spotting opportunities, building partnerships, and continually adapting to shape the places that meet the needs of a changing world.

Location: The role will be based at Bluewater, with occasional travel to other sites around the country and London Victoria as required.

The role: A member of the Centre Leadership Team, the Centre Operations Manager is responsible for:

• Operational excellence delivered through clear planning and support from Hard and Soft Service Elevate Partners.
• Building strong internal and external relationships to ensure operational requirements and contract KPIs are fully met.
• Leading and being the Responsible Person for the centre’s Health, Safety, Security and Compliance, working with the Victoria-based Health and Safety and Security teams.
• Delivering environmental objectives and planning and implementing property-related projects.
• Setting and delivering Hard and Soft budgets in the Service Charge and supporting the delivery of the Annual Asset Plan.

Success will be measured by guest feedback (NPS+), impact on providing value for money, project delivery, and support for events and promotions driving footfall, dwell time, and spend. The Centre Operations Manager will be a brand ambassador for the centre, leading excellent standards of guest service through strong and respected relationships with others.

The Team: The role has indirect management responsibility for our Elevate Service Partner teams.

Principal Accountabilities:

• Lead operations teams to deliver high and exacting standards.
• Lead and be the Responsible Person for centre Health, Safety and Security reporting and actions.
• Lead the delivery of Environmental targets.
• Lead on the delivery of planned property-related projects.
• Drive guest experience and strive for quality as an ambassador and leader of the brand.
• Assist the Centre Director and Deputy Centre Director in forecasting and managing the hard and soft service charge budgets.
• Help organise and manage the delivery of events in accordance with One Best Way procedures.
• Ensure that marketing and commercial partnership-led events and promotions are delivered ‘best in class’.
• Assist in the procurement and delivery of all goods and services in accordance with company guidelines.
• Develop a close and positive relationship with Elevate Service Partners to address operational issues.
• Be fully conversant with the company rules and regulations, including HR, health and safety, environment, fire emergency, bomb and continuity plans.
• Develop and deliver ESG targets for the centre.
• Be a leader in contract management and contract performance analysis.
• Assist with the delivery of our purpose of Connecting Communities.
• Be fully conversant with reports and report writing — delivering presentations, spreadsheets and updates as necessary.
• Willingness to work weekends (on rota) and attend meetings in London and around the UK.
• Flexibility is required, and it may be necessary to work additional hours outside of normal office hours.

Essential Criteria:

• Decision quality / timely decision-making.
• Perspective.
• Project management.
• Developing self / direct reports.
• Priority setting.
• Tenacity / drive for results.
• Accountability and ownership.
• Customer focus.
• Integrity and trust.
• Relationship building.
• Motivating others.
• Teamwork.
• Managerial courage.
• Problem-solving.

Life and Benefits at Landsec: We have a great benefits package to support your work-life balance and in moments that matter. We offer fantastic Learning and Development opportunities to help you grow and reach your potential. Below are some of our core benefits:

• Performance-based annual bonus plan.
• 25 days annual leave (plus bank holidays) rising to 27 days after 2 years.
• Enhanced pension contributions – Landsec will contribute up to 10.5% subject to your contribution.
• Private medical insurance, Health Cash Plan, Life assurance and income protection.
• Enhanced maternity, adoption, shared parental leave policies.
• Two different share plans enabling you to share in the success you will help to build.
• Up to 4 working days to volunteer per year.
• Access to employee assistance programme, digital GP, cycle to work scheme, mindfulness app, and health app supporting fertility and menopause.

Diversity and Inclusion: At Landsec, we value diversity & inclusion. We strive to ensure all our information and services are accessible to everyone. If you would like to receive any information in a different way or need assistance with your application, please get in touch with our recruitment partners.