Centre Manager - The Friary, Guildford

Job ID

164604

Posted

03-May-2024

Service line

Advisory Segment

Role type

Full-time

Areas of Interest

Facilities Management

Location(s)

Guildford - England - United Kingdom of Great Britain and Northern Ireland

Centre Manager

Role Purpose

To optimise the commercial vitality, viability and performance of the shopping centre through the implementation of world-class strategic, operational and financial management, marketing, customer care and management of risk. To contribute to asset performance through the implementation of specific objectives and initiatives set out in the asset and business plans.

Key Responsibilities

People

• Conduct regular performance reviews with the team, to include setting and reviewing of objectives. Where relevant, ensure the performance management process is implemented effectively in a timely manner.

• Identify and implement plans to ensure the development of the team, including succession planning and training activities

• Coach the team to enable them to maximise their performance and be empowered to take ownership for decision making.

• Recruit and select employees to ensure that the team structure and capability meets current and future needs, as well as the achievement of budget and business plan targets.

• Ensure the team are fully engaged with the Centre’s business plan and strategic direction, implementing plans to improve employee engagement as appropriate.

• Ensure adherence to Company policies, processes and procedures across the Centre.

• Develop and nurture a positive team working environment with Asset Services colleagues. Advise and regularly update Operations Director with regards to general team performance, recruitment challenges and development issues etc.

Commercial

• Develop successful working relationships with key stakeholders, notably the Client(s), to ensure a productive and effective working partnership. To pro-actively develop an extensive network of contacts, to include decision makers and influencers within the local private and public sector. In particular, to build productive relationships within the local Council in view of any potential redevelopment of the Centre.

• Contribute to the preparation of the business plan and ensure specific asset objectives and initiatives are implemented as directed.

• Manage and operate the Centre as a commercial business venture in accordance with the agreed Asset strategy, taking relevant actions to protect the value of the asset.

• Regularly monitor, evaluate and report on the performance of the Centre through key performance indicators, including turnover, occupier trading performance, footfall, void rates, non-rental revenue generation etc.

• Contribute to letting strategy/tenant mix strategy and facilitate enquiries from prospective occupiers.

• Implement and support agreed Brand values as applicable.

• Take ownership for the management, preparation and reconciliation of the service charge including preparing and reconciling the service charge budget and expenditure reports to occupiers.

• Authorise invoices for payment in a timely manner and in accordance with company policy.

• Maintain awareness of occupier arrears and the performance of independent traders, and contribute to credit control management as required.

• Identify and implement opportunities to enable the Centre to provide a superior service to occupiers e.g. consistent and visible level of occupier liaison.

• Identify new business opportunities/channels within the market place to ensure an increase in the commercial performance of the Centre. To ensure that the Centre is continually improving through innovation and maintains its position at the forefront of the UK shopping centre industry.

• Oversee the delivery of an agreed marketing strategy.

• Encourage maximum positive local press and media coverage through the management of good press relations and acting as the local spokesperson, as required.

• Maintain awareness, influence, monitor and report on City Centre management issues, activities and initiatives that may affect the Centre.

• Participate in and influence local community matters for the benefit of the Centre through local chambers of trade and other relevant bodies. Inform surveying colleagues of any matters regarding the local/regional economy, transportation and planning issues that may affect the performance and capital value of the Centre.

• Regularly monitor and report on competition activity within the catchment area affecting the Centre including reviewing any significant planning applications submitted to the local planning authority.

• Ensure surveying colleagues are promptly informed of all tenant applications to include assignment, subletting and tenant alterations. To ensure that the latter are carried out in accordance with the consent granted and the Centre’s retail design guide, as appropriate.

Customer Service & Quality

• Work in partnership with service providers and the Operations Manager to ensure KPI’s are met, standards of presentation are maintained and service improvements are implemented as appropriate.

• Ensure records are maintained relating to the Centre; e.g. asset register, plans, plant testing, etc., and that any action which may be required is promptly undertaken.

• To produce regular reports to surveying colleagues as required.

• To monitor major work programmes, Planned Preventative Maintenance Programme (PPM), and any capital investment initiatives within the Centre, to ensure successful and timely completion.

• Develop and foster a “partnership” approach and maintain regular liaison with occupiers, both formally and informally, through both tenant and merchant association meetings in order to drive sales, optimise performance and ensure feedback on tenant performance is provided.

• Ensure occupier welcome packs and guides are produced, maintained and distributed as appropriate. This should include shop fit out design, operational issues and centre rules and regulations to all new occupiers, assignees, sub-lessees etc.

• Through the provision of high standards of customer facilities, services and bespoke initiatives, promote customer loyalty by exceeding customer expectations, encouraging repeat visits and increasing customer dwell time and spend.

Compliance

• Take ownership for the management of all statutory compliance/risk on site, including the maintenance of records and the Meridian system.

• Maintain up to date knowledge and awareness of market practices and legislation affecting centre management, adopting a proactive approach to changing statute and environmental legislation.

• Ensure regular property inspections to tenant demised areas are conducted to ensure compliance with lease covenants and statutory obligations, and that all concerns are reported where relevant to surveying colleagues.

• Devise and implement an appropriate strategy to ensure compliance with CBRE’s sustainability standards and Corporate Social Responsibility (CSR) obligations.

• Maintain and review as necessary, the Centre Disaster Recovery and Major Incident Management Plan, ensuring occupiers and team are fully briefed on evacuation and emergency procedures and, in the event of a major incident occurring, to comply with relevant internal procedures.

• To adhere to all CBREMS policies and procedures at all times.

Person Specification/Requirements

• Proven track record of developing and managing a high performing team.

• Experience of delivering financial targets.

• Proven ability to understand and interpret the local market environment and formulate business development plans accordingly.

• Ability to work with a broad spectrum of internal and external contacts.

• Proven track record in Centre Management with at least 10 years’ experience within the shopping centre management industry.

• Previous experience in managing a regional shopping centre, preferred.

• Previous experience in managing a shopping centre through a significant extension, redevelopment or refurbishment.

• IOSH or NEBOSH, preferred.

• BCSC Diploma in Shopping Centre Management or similar industry qualification, preferred.

Competencies

• Leadership

• People Management

• Analytical Thinking

• Commercial Awareness

• Customer Focused

• Decision Making

• Planning and Organising

• Results Focused

• Team Working

CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)