General Manager - 12 Endeavour Square, London
Apply for the General Manager role at CBRE UK.
Role Purpose
Optimise the commercial viability and performance of the property through the implementation of quality operational and fiscal management, marketing, customer care and risk management. Contribute to the asset performance through specific objectives and initiatives set out in the asset and business plans.
Role Specific Particulars
The property is a large iconic premises located in the Stratford area, just next to the West Ham Stadium and Westfield Shopping centre, on the Stratford Cross Estate. The successful candidate will be part of a site team of 2 people (1 General Manager and 1 Assistant Building Manager), plus our service partners, and will be an essential asset to the property, colleagues, clients and occupiers.
Key Responsibilities
* People
o Conduct regular performance reviews with the team, including setting and reviewing objectives and development plans, and ensuring timely implementation of the performance management process.
o Identify and implement plans to develop the team, including succession planning and training activities.
o Recruit and select employees to ensure the team structure and capability meet current and future needs and achieve budget and business plan targets.
o Ensure adherence to policies, processes and procedures across the property.
* Commerciality
o Manage and operate the property as a commercial business venture in accordance with the agreed Asset strategy.
o Create and implement a business plan and strategic direction in line with the Client’s overall business objectives.
o Develop and maintain a positive image of the building in its location.
o Implement and support agreed Brand values.
o Implement a premier properties approach to the management of the property.
o Implement recommendations from customer feedback provided through the premier properties annual customer survey.
o Explore opportunities to enable the Centre to provide superior service to occupiers.
o Explore and generate new business opportunities/channels within the market place to increase commercial performance.
o Maintain up-to-date knowledge of market practices and legislation affecting centre management.
o Ensure surveying colleagues are appraised of requests for tenant alterations and approving as appropriate.
o Oversee delivery of an agreed marketing strategy and liaise with tenants/merchants associations.
o Monitor and report on competition activity within the catchment area.
o Encourage positive local press and media coverage through good press relations.
o Participate in local community matters for the benefit of the Centre.
o Inform surveying colleagues of local/regional economy, transportation and planning issues.
o Prepare and report the service charge budget and expenditure for the site(s).
* Compliance
o Tender and place contracts for services related to the site(s) and manage appointed contracts against agreed KPIs, ensuring procurement follows company policy.
o Monitor all site activities, reporting and taking action as appropriate.
o Conduct regular inspections of the building fabric and take appropriate action when required.
o Work with key stakeholders and external consultants in ensuring a maintenance and repair programme is in place.
o Compile and maintain records relating to the site(s); asset register, plans, plant testing.
o Ensure Health and Safety compliance on site and maintain records and the Meridian system.
o Responsible for Environmental management and compliance with CBREMS/client policies.
o Ensure compliance with CBRE's Sustainability standards and implement strategy for environmental and CSR obligations.
o Maintain and review the Centre Disaster Recovery and Major Incident Management Plan.
o Liaise with local authorities as appropriate.
* Quality Control
o Develop effective working relationships with tenants and address operational queries efficiently.
o Chair and participate in tenant meetings, both individual and group.
o Proactively manage risk and insurance issues on site.
o Ensure the property achieves KPIs set by the client.
o Manage major work programmes and act as liaison point for all parties involved.
o Produce regular reports to the operational team.
o Foster a partnership approach with occupiers and keep regular liaison through tenant/merchant association meetings.
o Ensure provision of welcome packs and guides for new occupiers, including shopfitting and fit‑out design and centre rules.
o Liaise with local authorities as appropriate.
o Promote customer loyalty through high‑standard facilities, services and bespoke initiatives.
* Other
o Any other duties as directed by the Line Manager.
Person Specification / Requirements
* Proven track record of developing and effectively managing a team.
* Experience of delivering financial targets.
* Proven ability to understand and interpret the local market environment and formulate business development plans.
* Ability to work with a broad spectrum of internal and external contacts.
* Proven track record in large property, centre or retail management or a service‑driven environment.
* IOSH (NEBOSH, preferred).
* Up‑to‑date knowledge of legislation relating to property management.
* Ability to build and maintain client, tenant and supplier relationships.
* Understand the client’s investment objectives.
* Apply service charge management principles to ensure compliance with all regulatory and procedural requirements.
* Specify services, tender contracts and select service providers.
* Know and apply legislation and policies relating to Health and Safety and Environmental protection.
* Understand insurance relating to buildings and the FSA regulations.
* Understand the law relating to TUPE.
Details
* Seniority level: Executive
* Employment type: Full‑time
* Job function: Other
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