Mall Manager in London

Unibail-Rodamco-Westfield is an owner, developer, and operator of sustainable, high-quality real estate assets in the most dynamic cities in Europe and the United States. The Group operates 75 shopping centres in 12 countries, including 39 which carry the iconic Westfield brand. These centres attract over 900 million visits annually and provide a unique platform for retailers and brands to connect with consumers. URW also has a portfolio of high-quality offices, 10 convention and exhibition venues in Paris, and a €3 Bn development pipeline of mixed-use assets. Currently, its €51 Bn portfolio is 87% in retail, 6% in offices, 5% in convention and exhibition venues, and 2% in services (as of June 30, 2023). URW is a committed partner to major cities on urban regeneration projects, through both mixed-use development and the retrofitting of buildings to industry-leading sustainability standards. These commitments are enhanced by the Group's Better Places 2030 agenda, which strives to make a positive environmental, social, and economic impact on the cities and communities where URW operates.

Key Objectives:

• The key objective is to support the Centre Operations & Estate Manager in the delivery of the centre operations strategy.
• Take responsibility for the smooth and efficient operation of the centre, ensuring exceptional standards and experience are achieved, whilst maintaining a safe and secure environment.

Main Duties & Responsibilities:

• Mall Management: Responsible for the day-to-day presentation and ambience of the mall including but not limited to standards pertaining to retailer shop units, kiosks, mall common area, food courts, external areas, commercial and marketing assets.
• Perform a regular “centre walk around” before or at the beginning of trade and actively during trade to highlight any area which has an adverse effect on the delivery of excellence of commercial or operational standards.
• Monitor all centre equipment and ensure that it is placed safely and securely within appropriate guidelines and report any issues to the relevant team/partner.
• Monitor all contractor performances including cleaning, security, guest services & car parks and address issues accordingly dependent upon severity either personally or through relevant centre management team owner.
• Perform service level assessments where required.
• Support the Centre Operations & Estate Manager in all health, safety, and environmental initiatives.
• Assist in co-ordination of emergency situations and crisis management to ensure business continuity is retained.
• To be part of the duty manager rota (which includes weekends).
• Assist in key co-ordination of emergency situations and crisis management to ensure business continuity is retained. Weekend/Bank Holiday support will be required on a rota basis.

Tenant Relations:

• Build positive and productive relationships and maintain consistent communications with designated category of tenants.
• Support the onboarding of new retailers, and the efficient management of exiting tenants.
• Responsible for delivering excellent tenant operational standards.
• Drive tenant compliance in accordance with the centre's expectations including compliance in fire safety, food safety and facilities management procedures.
• Undertake regular retailer visits to maintain positive working relationships, gain constructive feedback and provide them with support and assistance, where necessary, acting as the liaison between FM & Security to help with problem solving.
• Support relationships with Westfield Rise and Events, monitor space standards and usage on site and communicate any issues to Westfield Rise manager.
• Support Leasing and Retailer Design and Delivery in the induction and welcome of new retailers to the centre, providing guidance, information and contact regarding centre operations and retailer liaison.

Experience, Knowledge & Qualifications:

• Proven communicator with strong interpersonal skills at all levels.
• Experience working within retail/operations.
• Ability to build positive relationships with retailers, commercial operators and brands.
• Resourceful and innovative with the ability to apply new concepts and ideas to strategies and tactical actions.
• Highly organised, ability to multi-task, plan and prioritise.
• Fast and responsive, ability to work to strict deadlines.
• Ability to work on own initiative.
• Team Player, maintaining close working relationships within team and with other employees to achieve business objectives.
• Flexibility and willingness to embrace change and new opportunities.
• Previous experience in operations is desirable.

Values & behaviours:

Unibail-Rodamco-Westfield is an equal opportunity employer that embraces diversity of backgrounds, perspectives, experience, and skills. We stand against racism, discrimination, and bias of any kind. We believe that diversity is vital to the success of our business, and we are committed to creating an environment of belonging. We welcome, embrace, and make the most of people's individual differences, including race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, and other legally protected characteristics.