Operations Director - Merry Hill Centre, Brierley Hill

Purpose of the Role

The Operations Director will be accountable for delivering best-in-class operational day-to-day running of the Centre, as well as devising and implementing the long-term strategic vision for unrivalled guest experience. Responsibilities cover both the facilities and technical aspects of operations, including Maintenance and Engineering, Centre Safety, Security, Cleaning, Landscaping, and ESG. All elements must be delivered in alignment with Merry Hill's net carbon zero ambitions.

The Operations Director will drive innovation in the centre, bringing fresh ideas and thinking to the role and actively seeking ways to drive operational standards, embracing new technology and having a problem-solving mindset in all matters. The Operations Director will be an integral part of the Merry Hill Leadership Team, collaborating cross-functionally to deliver the strategic vision of the Centre.

The Operations Director will be responsible for ensuring that guests visiting Merry Hill receive exceptional guest experience and service throughout their visit. The Operations Director will report to the Centre Manager and work closely with both the managing agent, Savills, and the Asset Manager. This is a pivotal role at Merry Hill, a 24/7 dynamic business, requiring a suitably dynamic individual to be accountable for all operational matters, including weekend duty management duties and quarterly crossover with night teams to ensure uniformed operational delivery across all areas.

Key Responsibilities

• Leadership: Lead the entire Centre operations and Customer Service teams through empowerment, communication, mentoring, and motivation. Manage a team of specialist managers and service partners in the provision of a best-in-class customer experience. Develop and enable personal and professional growth of immediate team members as well as those of the wider team. Motivate, inspire, and create successful teamwork and individual performance and engagement. Ensure the delivery of brand values and culture in a one-team ethos. Responsible for the strategic growth of the operational team via recruitment and organic growth. Set clear objectives as part of the wider Merry Hill strategy and measure performance against these. Support team members in career development via training, coaching, mentoring, and the promotion and succession/talent processes through developing a programme in conjunction with Savills to ensure a best-in-class training function.
• Operational Responsibilities: Deliver a best-in-class operational function befitting of a top-performing UK destination. Oversee the Centre operational management functions. Provide leadership in maintenance and engineering, health and safety, statutory compliance and insurance, security, waste, landscaping, and cleaning throughout Merry Hill. Manage financial aspects of operational budgets, whether service charge or non-recoverable. Oversee the appointment of contractors. Ensure adherence to health & safety and environmental procedures at site, recording, reporting, and investigating every incident and accident. Support the implementation of the ESG Strategy aligned to the centre's net carbon zero targets. Take ownership for the development and implementation of estate-wide emergency response plans for major incidents and disaster recovery. Act as the company’s main adviser on all issues relating to operational functions and keep abreast of latest developments to maintain the company’s market-leading position.
• Customer Services: Support the Customer Services Manager in achieving and driving the commercial targets of all services provided, including gift card sales. Work in partnership with all teams to deliver customer and consumer-focused service excellence befitting of a top-class destination. Lead and support the Customer Services Manager to ensure all operational services and agreed objectives are delivered on time and in accordance with the service level agreement. Drive a top-class shopping and leisure environment, delivering customers a VIP experience and ensuring servicing teams understand Centre aspirations and expected performance. Encourage and develop a passion for excellence in delivering customer service across the whole Centre team, including all encounters face-to-face, in written word, or through social media channels.

Skills, Knowledge and Experience

• An exceptional leader with instant credibility and gravitas at a senior level, evidenced by a history of empowerment, communication, mentoring, and motivation of managers.
• A natural people manager, able to inspire, motivate, and communicate effectively.
• A comprehensive understanding of best-in-class customer service, both B2C and B2B.
• An understanding of the operations of commercial property management.
• Able to adapt style and approach depending on the audience.
• An outstanding commercial and financial awareness with excellent financial management skills.
• Able to innovate and drive change when required.
• Able to manage a variety of people both directly and via service providers.
• Holds a minimum of H&S qualification IOSH.
• Experience of working on a retail and leisure development and engaging with senior stakeholders.

This Job Description is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your role within the organisation.

Working Hours: 40 hours