Executive Director – Property Management

The role holder is responsible for developing and successfully executing the retail strategy and business plan, retail policies and procedures for DHAM retail properties and facilitating commercial growth by achieving and exceeding revenue and EBITDA margins, driving and improving sales performance, monitoring tenant revenue performance, enhancing the portfolio’s image aligned with DHAM vision, mission and overall objectives. The role holder is also responsible for ensuring smooth operations of the assigned portfolio by maintaining and nurturing customer and tenant relationships, overseeing mall operations and complying with internal and external policies and government regulations.Strategic ResponsibilitiesSupport the Managing Director – Retail to drive the development and implementation of DHAM Retail’s strategic plan that supports DHAM’s vision and goals; translate the strategic plan to assigned portfolio initiatives to ensure achievement of business objectives and take a proactive approach in monitoring progress.Lead mall operations and contribute to the continuous growth of DHAM financial performance by developing short, medium and long-term strategies in alignment to DHAM’s overall retail business strategy.Develop structured asset plans for all assigned DHAM’s destinations covering all key components of mall operation.Core ResponsibilitiesBudgets and Operational PlansDevelop appropriate property management budgets in consultation with the Managing Director and ensure that projects are carried out within the agreed parameters while ensuring compliance with the corporate budgeting framework and guidelines.Plan and allocate resources and implement appropriate standards, and controls to ensure that all business activities within the malls are carried out in an efficient and cost-effective manner, meeting or exceeding the corporate objectives.Assist in the development of the retail business plan and implement plan in collaboration with the strategy to ensure the estimated required capital (Capex) and operating costs (Opex) over the full life cycle of the plan are proposed for approval.Regularly monitor implementation of approved budgets and approve corrective action to ensure expenditure is controlled within budgets.Portfolio Mix OptimizationReview the portfolio mix on a periodic basis and ensure mix is in line with the strategy and make note of variations / exceptions and recommend changes.Thoroughly understand and continually reassess characteristics of assigned properties, including physical condition, demographic composition, market rental rates, trade area competition, traffic patterns etc.Policies, Processes, Systems, ProceduresFacilitate the development of policies, procedures and systems across DHAM’s retail property management function and ensure effective implementation for smooth integration and cooperation among various internal departments in order to facilitate business needs and deliver positive customer and tenant experiences.Review current processes and facilitate drafting of new processes together with the Business Excellence team to cater to a range of partners such as international & local retail brands, government entities, F&B outlets, short terms rentals etc.Tenant Selection and Relationship ManagementReview recommendations from the leasing teams concerning prospective tenants for assigned retail properties based on credit/financing impact, tenant mix, and return on investment. Drive the pursuit of national, regional and local tenants within the targeted use categories via regular and systematic canvassing, networking etc.Oversee the design standards and tenant’s utilization of areas / zones within the Malls buildings and facilities.Sit on the tenant selection committee to ensure the right mix of tenants are chosen to drive increase in footfall and revenue and match the leasing mix of each malls / destination.Develop and maintain relationships with key retailers and portfolio managers.Work with DHAM Marketing and retailers to maximize sales, events and promotions.Ensure tenants get the right support, services to achieve their business targets.Ensure tenants complaints are addressed promptly and resolved in a professional manner upholding DHAM’s image.Work with all stakeholders (GMs, CRM, HR, Mall Management) to remove the causes of complaints within the legal and contractual obligations.Lead the SCM’s in planning and implementing the effective and cost-efficient utilization of the annual tenant support (concession) budget.Customer Experience ManagementDevelop the customer experience management model to maximize and enhance the customer acquisition and retention rate and for customers who walk into the malls get to experience the best of facilities.Monitor the customer satisfaction survey results across the assigned retail portfolio and ensure appropriate corrective actions are taken within the stipulated time as per the agreed priorities.Ensure the year on year (%) improvement in customer satisfaction, both of business partners and visitors to DHAM retail locations.Marketing and Events and Operations SupportAdvise and support in the annual marketing plan and events & campaigns calendar for the mall in coordination with the marketing team to drive increase in footfall and sales for the assigned destinations.Support all assets in achieving their financial goals by ensuring projects are completed within budget and on time.Take part in the tender committee for the selection of contractors, vendors and suppliers as required for Mall operations.Performance MeasurementParticipate in the establishment of property management KPI’s, enhancement of retail specific KPI’s and direct implementation of KPI’s, across the assigned DHAM retail assets to ensure that business performance can be measured against such standards and objectives. Manage the retail mall operations’ overall financial performance by tracking budgets, sales, leasing collections, EBITDA margins etc. and take corrective action in case of any discrepancies.Develop functional performance reports in order to keep the stakeholders clued-up about the progress of the business performance and serve as decision support system.Continuously work towards growing the topline (new tenants / maintaining existing tenants / promotions & media) and containing bottom line (expenses); Accountable to ensure that all activity is in alignment with the company’s targeted operating profits and budgets.Continuous ImprovementDrive to continually improve quality and efficiency of services through improved processes to enhance customer retention and customer experience. Proactively engage in networking and developing external relationships with relevant external authorities and other institutions in order to ensure that the appropriate level of external services is obtained to the best advantage of the business.Select and create innovative initiatives for assigned DHAM retail assets and the wider community aimed at developing DHAM retail’s current revenue streams and contributing to the development of a well-rounded ecosystem.Develop in-depth knowledge of the industry landscape and marketing intelligence – being always aware of market demands, change and trends.People ManagementProvide leadership within the function, setting individual objectives, managing performance, developing, and motivating staff, provision of formal and informal feedback and appraisal – in order to maximize subordinate and departmental performance in the pursuit of the Department’s objectives.Build and promote an organization culture that encourages innovation and reward performance that leads to enhanced staff motivation and retention.Minimum Qualification:Bachelor’s degree in any discipline, a related field will be preferred.Masters’ degree in Business Administration, Strategy / Marketing / Real Estate / Management is preferred.Experience: Minimum of 15 years’ experience in mall management within diverse senior management roles, including at least 5 years in a leadership role within a large Retail / Real estate conglomerate.Technical CompetenciesSound leadership skills with the ability to motivate and drive disparate teams to achieve results.Excellent communication and interpersonal skills. Sound negotiating and influencing skills with the ability to influence difficult situations.Effective coaching and mentoring skills.Strong business acumen Acute financial, risk management and legal acumenStrong change management skillsBehavioural CompetenciesCustomer FocusResults OrientationBusiness AwarenessCurious & CreativeSense of UrgencyAdaptability & FlexibilityBuilds RelationshipsEmpowermentProblem Solving & Decision MakingPlanning and OrganizingCommunication SkillsTeamwork