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 actively seeking ways to enhance operational standards, embracing new technology and maintaining a problem-solving mindset. This role is integral to the Merry Hill Leadership Team, collaborating cross-functionally to deliver the strategic vision of the Centre.

The Operations Director will ensure that guests visiting Merry Hill receive exceptional service throughout their visit. Reporting to the Centre Manager, the Operations Director will work closely with both the managing agent, Savills, and the Asset Manager. This pivotal role requires a dynamic individual to be accountable for all operational matters, including weekend duty management and quarterly crossover with night teams to ensure uniform 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 to provide a best-in-class customer experience.
• Develop and enable personal and professional growth of immediate team members and the wider team.
• Motivate, inspire, and create successful teamwork and individual performance.
• Ensure delivery of brand values and culture in a one-team ethos.
• Strategic growth of the operational team through 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 through training, coaching, mentoring, and succession processes.

Operational Responsibilities:

• Deliver a best-in-class operational function befitting a top-performing UK destination.
• Oversee the Centre operational management functions.
• Provide leadership in maintenance and engineering, health and safety, statutory compliance, security, waste, landscaping, and cleaning.
• Financial management for operational budgets.
• Oversee the appointment of contractors.
• Ensure adherence to health & safety and environmental procedures, recording and investigating incidents.
• Support the implementation of the ESG Strategy aligned with net carbon zero targets.
• Develop and implement estate-wide emergency response plans for major incidents.
• Act as the company’s main adviser on operational functions and keep abreast of developments to maintain market leadership.

Customer Services

• Support the Customer Services Manager in achieving commercial targets, including gift card sales.
• Work in partnership with all teams to deliver customer-focused service excellence.
• Lead and support the Customer Services Manager to ensure operational services are delivered on time and in accordance with service level agreements.
• Drive a top-class shopping and leisure environment, ensuring customers receive a VIP experience.
• Encourage a passion for excellence in customer service across the Centre team.

Skills, Knowledge and Experience

• An exceptional leader with credibility and gravitas at a senior level, evidenced by a history of empowering and motivating managers.
• A natural people manager, able to inspire and communicate effectively.
• Comprehensive understanding of best-in-class customer service, both B2C and B2B.
• Understanding of commercial property management operations.
• Able to adapt style and approach depending on the audience.
• 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 directly and via service providers.
• Holds a minimum of H&S qualification IOSH.
• Experience in 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