Customer Liaison Manager - Highcross Leicester in Melrose

Overview

Purpose of the Role: The ideal candidate will be a confident, self-motivated and commercially driven individual, with an understanding of driving retail sales. This role acts as a liaison between occupiers and the centre management team. To produce accurate retailer statistical data, ensuring a continuous review across all retailer operations, collaborating with occupiers to explore additional avenues to maximise sales performance. Accountable for the management of our retailer meeting plans and all other customer / occupier communications / resources. The Customer Liaison Manager heads up the customer service team and function, ensuring that customers receive the very best service throughout their visit.

Key Responsibilities

• Collate and analyse weekly/monthly occupier sales data, communicating areas of growth and risk to the management team producing trend analysis reports from trading data.
• Identify opportunities for occupiers, to drive revenue and profit, through retail sales.
• Be the site lead for footfall and sales reporting systems, ensuring they remain effective.
• Collate, analyse, and review all available data to help understand the retail, leisure, and managed operation.
• In collaboration with occupiers, produce action plans for consistently poor performing occupiers to help improve performance.
• Maximise the usage of all data including footfall, retail sales, dwell time, average spend, catchments and customer profiles.
• Have a strong understanding of the Centre’s competition and performance, keeping up to date with retail activity across the wider city.
• Deliver feedback in management meetings regarding retailer updates and issues arising.
• Undertake weekly occupier visits to maintain positive working relationships, gain constructive feedback and raise operational issues; provide support as required.
• Ensure occupier compliance with regulations and lease covenants, as well as other compliance issues.
• Respond to and coordinate occupier enquiries including operational issues, shop refreshes, and performance issues.
• Induct new occupiers and new store managers, advise of Health and Safety issues, and build awareness of the Centre and Client’s Brand.
• Act as a mediator between external agencies such as trading standards and occupiers to resolve issues.
• Maintain an up-to-date list of store managers, area managers and head office contacts and develop strong links with these groups.
• Oversee Mystery Shop programme, analyse trends and create action plans to drive sustainable improvement.
• Be responsible for all customer-related communication and KPIs, including occupier handbook, Hx app, centre awards, newsletters, gift cards, parking passes, staff discount scheme, occupier survey, enquiries, complaints, occupier induction, and Retail Index KPIs.
• Line management of the customer services team, ensuring the reception and customer service desk areas are run in a professional and welcoming manner.
• Ensure all telephone calls and external communications are managed professionally and that the phone system and voicemails are maintained.
• Produce an occupier meeting calendar, including quarterly occupier meetings and networking events to encourage attendance.
• Work with the centre management team to develop and distribute occupier information and newsletters; develop local offers and initiatives.
• Be aware of retailer events and ensure these are well managed with communication and face-to-face contact with the centre team.
• Engage occupiers to participate in sales growth opportunities such as events, Gift Card schemes, promotions, and marketing activities aligned with the centre’s marketing campaign.
• Collaborate with city stakeholders to maximise information sharing and crime prevention strategies.
• Support the management team in delivering the centre strategy.
• Point of contact for Residential apartments within Hx (managed by separate managing agent).
• Deputise for the Head of Marketing and be part of the duty management team, including on-call and weekend working as required by the centre’s duty management rota.
• Any other duties as appropriate.

Essential – Skills, Knowledge and Experience

• Have demonstrable knowledge of the retail industry.
• Previous management experience.
• Exceptional communication skills.
• Confident communicator, energetic, self-motivated and passionate about retail.
• Analytical, with a flexible attitude and positive outlook.
• Excellent organisational and time management skills and able to meet tight deadlines.
• Self-motivated and able to work on own initiative without ongoing direct supervision.
• Excellent interpersonal and communication skills and able to effectively communicate with staff, the public and potential customer groups at all levels.
• Willingness to adopt a flexible approach to working patterns and ethos in order to respond to the changing needs of Retail & Leisure environment; hours align with peak trading times.
• Proactive, reliable, flexible and a commitment to first-class customer service.

Desirable

• Must have the ability to work under deadline pressure and manage multiple projects.
• A self-starter, with the ability to work autonomously or as part of a team.

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 organisation and the overall business objectives of the organisation.

Working Hours - 40 hours per week, including on-call and weekend work in line with the centre’s duty management rota / needs of the business.

Salary - £35,000

Please see our Benefits Booklet for more information.