The Centre Manager is to ensure the smooth and effective commercial and operational running of the centre, with a focus on the delivery of excellent service to our customers and consumers. Responsible for driving the turnover performance of the centre in liaising with retailers and key stakeholders to achieve this. Responsible for the management, recruitment and training of all staff and maintaining a safe and pleasant environment for our customers and consumers through the management of Health and Safety systems and the promotion of best practice throughout all areas of operation., Core Tasks
* Manage, market and operate the centre to the very highest of professional standards.
* Develop strong relationships with all Customers.
* Drive and maximise consumer footfall and retail sales opportunities with all Customers.
* Manage retail turnover collection targets, monitoring and highlighting - in particular - any under or over-performance to the Property Manager and Asset Manager.
* Collating and monitoring footfall statistics.
* Adhere to all key performance indicators.
* Be the 'face' of the Centre with key stakeholders and within the local community and to develop strong community links, demonstrating added value to the community within which the Centre operates.
* Ensure that the Centre is maintained to an excellent standard and contractors are carrying out their work to an appropriate standard.
* Ensure that those working on site are carrying out work in a safe manner.
* Lead by example.
* Manage and lead the Management team to achieve the objectives as specified in the Centres business plan.
* Develop excellent lines of communication with all Centre Management staff, the Customers, contractors and the owners and Asset Managers of Eastgate
* Motivate and facilitate the Centre's customers to perform to the best of their abilities, providing support where feasible.
* Run and attend regular customer meetings with minutes of the meeting to be distributed to each staff member, the Surveyor and Asset Manager.
* Work with the Surveyor to ensure that works are planned in accordance with the Maintenance Action Plan (both fabric and M&E) in line with service charge budgeting.
* Customer liaison ensuring that the Centre Manager walks the Centre prior to opening up in the morning.
* Maximise commercial income from the Centres Car Parks and malls
* Prepare service charge, marketing, car park and commercialisation budgets in accordance with timescales set out by the client for approval by the client
* Manage the service charge budget for the site and report on expenditure and any key variances monthly at management meetings.
* Ensure all services are delivered in line with the budgets set
* Authorise and check coding of invoices within agreed timescales.
* Provide duty management cover
* Oversee the financial and operational management of the Car parks
* Prepare management reports for Surveyor for submission to Asset Manager on a monthly basis in advance of asset meetings and monthly updates for letting meetings.
* Contribute to other adhoc reporting requirements as requested.
* Input into the Asset Manager annual business plan in a timely manner
Staff Training and Development
* Working with all property management staff and contractors to strengthen centre team and enable them to be more joined up in achieving overall goals
* Conduct staff appraisals in accordance with the Savills appraisal policy. Identifying and implementing training and development programmes and pursuing suitable training solutions. Ensure training and development plan for all staff is in place.
* Mentor staff as deemed necessary and in accordance with the Savills policy.
* Ensure that both in house staff and contractors are smart and well presented at all times adhering to the centre presentation and uniform policy.
* To regularly consider action needed to improve job performance, staff morale and the development of the team, and put actions into place.
* Attend all Management meetings and any other meeting as requested by the Asset Manager/Surveyor.
* Attendance at cluster meetings, annual conference and the Asset Manager's annual conference.
Specific Management Responsibilities
* Keep Savills/Surveyor fully informed of all management, marketing, leasing and operational activities.
* Maximise opportunities to generate additional income through commercialisation and any other means, managing the income line and ensuring any activity is appropriately documented
* Work with Surveyor and Asset Manager to oversee, drive and manage short term lets and licences (storage, parking and retail units).
* Ensure high levels of customer service are provided at all times by the dedicated centre team (and wider supply chain)
* Maintain accurate records of correspondence, lease information, contractors on site, retailer meeting information and any other relevant information that should be maintained to provide a proper audit trail.
* Support the Surveyor to ensure that each occupier adheres to their lease obligations and centre regulations.
* Be fully conversant with all relevant health and safety legislation, and any other legislation that will affect the day to day running of the centre, including RICS Service Charge Code.
Marketing and Commercialisation Responsibility for development of the annual marketing strategy.Responsibility for the overall management of the marketing service charge budget. Lead on the evolution of the marketing service charge budget in line with RICS code and best practice. Management of onsite marketing team/ agency team. Be fully conversant with the demographics and socio-economics of the development's catchment area, through understanding onsite consumer research, talking to customers, the Asset Manager and leasing teams.Meet with the customers on a regular basis to gain a deeper insight of their business and discuss their marketing, promotional and advertising requirements. Stay abreast of market trends and the changing consumer landscape by actively networking and keeping up with all industry journals. Ensure that all promotional activities are carried out with due care and attention to the health safety and welfare of staff, customers and consumers. Responsibility for all third party event and promotion agencies carrying out consumer events and marketing promotions on site. Ensu