Mixed Use Centre Manager - Trinity Square, Gateshead
Purpose of the Role
The main purpose of the job is overseeing and managing all aspects of the day-to-day running and maintenance of the property, including the immediate supervision of staff and contractors and ensuring the standards, best practice and legal requirements are achieved and maintained at all times.Responsibility for strategic direction and planning in-line with client mandate and expectations.
Key Responsibilities
To establish and implement annual and long-term property plans and budgets consistent with corporate strategic goals and objectives. To recommend and implement programmes that will contribute to Centre profitability.
To maintain a thorough and broad understanding of the concepts of a mixed-use scheme including economics, financial data, financial review, and reconciliation reporting resources. Understand the cause and effect of financial or operational-based decisions and take timely corrective/mitigating action or reporting when necessary.
To ensure the effective marketing of the retail/leisure element of the scheme through the planning and review of advertising, corporate initiatives, special events, promotions and retail enhancement programs.
To create a positive shopping experience for customers and tenants through establishing and maintaining appropriate operating standards and a strong focus on customer service, KPI’s and best practice.
To work closely and as a partnership with the providers/suppliers to ensure that the hard and soft support services are provided to a high standard according to the agreements in place. To regularly monitor PPM and KPI performance and discuss any issues with the Management Team.
Represent the client and managing agent in a positive manner to the tenants, key stakeholders, local authority, the local community, the media, business partners and the public. Engage with other consultants and advisors where required.
To fully utilise and embrace the managing agents multiple management platform systems and any other system provided (currently or in the future) for use at the centre. Also ensuring any systems used by other parties, in particular the providers/suppliers, are adequately trained and use the system in a timely and accurate fashion.
Comply with all Health & Safety and statutory requirements and monitor the working practices of the service providers to ensure they are operating in a safe and responsible manner.
Skills, Knowledge and Experience
Operations
Ensure that the Dashboard (SMR H&S platform) is always up to date and complete.
Ensure that the monthly and quarterly checklists are completed and uploaded on to Dashboard within the appropriate timescales in-line with best practice and mandatory KPI’s.
Ensure that high scheme standards and first-class customer service levels are achieved and maintained at all times.
Ensure the best value is being achieved by analysing, auditing, and proposing improvements to the existing property management systems in operation.
Evaluate existing contractual relationships and ensure that the tenants are receiving best value.
Manage and co-ordinate the full range of service charge recoverable services, ensuring compliance with RICS code of practice and specified standards, quality, timescale and cost objectives.
Ensure agreed services are provided in compliance with lease obligations.
Assist in the preparation of the annual service charge budget and manage to agreed timescales and costs.
Prepare and implement contingency plans to ensure adequate and suitable site attendance, including cover for holidays, training, and sickness.
Production and co-ordination of information in-line with Savills and client requirements.
Create and maintain an effective working relationship with existing suppliers, co-ordinate and direct hard and soft service providers to ensure the delivery of first class customer service.
Establish and implement best practice whilst ensuring safe working practices are always complied with.
Ensure appropriate, clear communication lines are established and maintained.
Carry out any other reasonable request of the Property Surveyor.
To provide guidance/ direction and full support to the on-site Operations Manager.
Safety & security
Ensure compliance with all client and Savills procedures and policies, including health and safety, COSHH and environmental matters.
Ensure compliance with all statutory requirements and codes of practice, health and safety requirements.
Promotions/public relations
Establishing and developing good relations and partnerships with various authorities and local agencies, notably: -- Local authority
- Police
- Fire brigade
- Ambulance Service
- Public transport providers
- Key stakeholders
Ensure that all promotional activities are carried out with due care and attention to the health, safety and welfare of staff, customers and occupiers.
Establish and develop close working relationships with tenant representatives and manage tenant satisfaction, and confidence in Savills service delivery.
Where appropriate work closely with both the Client’s and Savills public relation teams.
Staff
Maintain the established effective site team and “team player” ethics. When required successfully recruit high caliber people, providing induction, motivating and developing staff to their full potential. Identify training needs.
Conduct performance reviews in-line with Savills policy and procedures identifying personal and skills-based training requirements on an individual basis. Ensure that a training plan is identified and managed.
As a senior member of the Savills Management Team, manage and liaise with all management, technical and administration staff on strategic and operational/service delivery issues, towards achievement of their goals.
Quality assurance
Adhere to all quality assurance requirements.
Always ensure compliance with operational standards.
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.
Essential- Minimum 5 years’ senior management experience
- Strong leadership, team management and people skills
- Centre management experience with a good understand of retail, commercial, residential, construction, M&E, facilities, technical services, security, cleaning services, logistics and events
- Ability to multi-task