General Manager Westfield London

Who are we…

At Unibail -Rodamco-Westfield (URW), we are passionate about reshaping the future of real estate and shopping centres by creating innovative and engaging spaces that redefine togetherness. You’ll collaborate with leaders who are dedicated to changing consumer behaviours with innovative experiences. This bold vision means our company culture embraces evolution and change.

Our flagship destinations are more than just places; they’re the heartbeat of the community. We empower our employees to make a real impact through volunteering, DE&I programs, and leading ESG efforts. URW is at the cutting edge of experiential entertainment, constantly pushing boundaries to create unforgettable in-person and digital experiences. We’re all about surprising and delighting our customers, reinventing togetherness, and crafting magical moments.

We’re looking for a talented individual to join our Westfield London Centre Management Team as the Shopping Centre General Manager. This is your chance to take on a pivotal role in a vibrant and fast-paced environment, where you’ll be responsible for managing the UK’s largest shopping centre. If you’re ready to make a significant impact and be part of an innovative team, this opportunity is for you!

Key objectives

• Establish all centre strategies, effectively directing the centre to achieve all business objectives; driving profitability, operational excellence, management income, and customer service strategy.
• Develop strong, effective relationships with key stakeholders.
• This position is accountable for the overall management, direction and coordination of all centre functions including Security, Cleaning, Guest Services, Car Parks and Marketing.

What you will be doing…

Business Development and Planning

• Actively participate in developing, implementing and evaluating the annual business plan with a special focus on centre capex, service charges, management & car park income.
• Work with and influence departmental heads to ensure that their individual plans complement the centre business plan to deliver all objectives and create a centre of operational and customer service excellence.
• Work with all direct reports to establish strategic direction for their areas of responsibility, providing clear guidance and management.

Business Profile Development

• Ensure you become the figurehead representing Westfield in all media enquiries, key stakeholder partnership meetings and retailer relations.
• Implement a professional networking strategy with the appropriate community and business leaders, institutions and government representatives ensuring the centre gains a strategic advantage and leads from the front.
• Develop and implement innovative strategies that ensure the centre is at the forefront of customers minds for retail, catering and leisure mix, customer service and operational excellence.
• Work with tenants and the Retail Academy to ensure the development becomes a destination of choice for employees.
• Develop the centre as the destination for arts, cultural, fashion and media events.
• Work with the marketing team to develop and implement a strategic community programme that supports the centre brand values and integrates the local community into the Westfield brand.

Budgeting and Financial Management

• Ensure delivery in line with the feasibility budgets and business plans.
• Review all costs and expenses, track against budgets and approve monthly forecast.
• Identify potential areas of revenue, develop business cases and feasibility studies.
• Continually review service processes to identify cost efficiencies.

Management and Team Leadership

• Implement the departmental structure and recruitment plan.
• Provide clear guidance and management to all direct reports ensuring business and personal objectives are set and achieved.
• Work with all direct reports to ensure each team is effectively managed and consistently delivers to the business objectives and key brand values.
• Work with departmental managers and HR to develop a staff training programme and succession strategy, which is implemented across the centre, ensuring continuity of employment, minimising staff turnover.
• Conduct direct report performance reviews and ensure that all staff have a regular review in line with company policy.
• Ensure all staff comply with corporate personnel policies and applicable laws.

Departmental Liaison

• Work with Leasing to ensure all shop designs and installations are of the highest standard possible, and ensure that on site tenant construction is compliant with approved plans.
• Work with and influence Design and Construction divisions on the completion of all construction on site and ensuring all further development projects are undertaken in a manner that minimises disruption to retail and non-retail business.

Operational

• Identify any problem areas and develop strategic approach for improvements.
• Ensure approved projects are implemented and completed in a timely manner.
• Work closely with Operating Management to ensure that best value is maximised in all contracts.

Tenants

• Maintain communications with all tenants to ensure all operational procedures are fully implemented.
• Ensure all tenants comply to the lease terms including trading hours, operational requirements and user clauses.

Compliance

• Monitor all centre operation policies and control procedures and carry out checks to ensure that managers and staff are compliant.
• Ensure all activities comply with the requirements of the current version of the Centre Health and Safety Policy.
• Undertake specific risk management tasks as delegated from time to time.

What skills, experience, and knowledge will you need to be successful?

• Extensive experience in a strategic management role with project start up exposure in a dynamic, fast growing and demanding environment.
• Leadership and development of large teams at various levels including senior management.
• Corporate finance experience, budgeting, forecasting and long term financial planning.
• Excellent working knowledge and application of service charge recoveries.
• Exceptional communication and interpersonal skills to all levels.
• Sound business acumen and commercial experience.
• Proven experience of fostering effective working relationships at all levels, with the ability to influence to meet business needs.

Why work for us:

We put people development and learning at the heart of what we do. We’ll help you master your role, build your technical skills, and take advantage of top-notch management and leadership programs. From face-to-face workshops to our global online learning resources, we encourage you to make learning a part of your daily routine.

We offer a fantastic pension plan, bonus scheme, and plenty of other incentives. We also prioritise your health and wellbeing, training employees as mental health ambassadors to support and educate our team. Plus, you can sign up for medical and dental insurance, gym discounts, health check-ups, and more.

Values & behaviours:

Our company purpose – to Reinvent Being Together – is about reimagining how individuals and communities come together, socialise, and enjoy dynamic experiences alongside one another in entirely new ways. Our values are the foundation of how we succeed together today, and how we will achieve together tomorrow.

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. 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.

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