Tenant Relations Manager | AFGRE | Dubai, UAE

Job Description

JOB PURPOSEThe Tenant Relations Manager is the primary contact and spokesperson within Dubai Festival City Mall for all the tenants and is responsible for ensuring all tenants are aligned and comply with policies and regulations defined in the Al Futtaim Tenant Handbook, Administer Tenant Issue and Complaints Resolution process.?Reporting to the Mall Manager, the Tenant Relations Manager will be responsible for managing a portfolio of tenants during their tenancy. This will include developing and managing effective relationships across tenants, the mall management team, customers and cross-functional staff.?The Relations Manager will ultimately build relationships to ensure the successful delivery of the short, medium and long term expectations of Dubai Festival City Mall stakeholders whilst implementing strategies to advance our retailers revenue, profitability, operations and sustainability.?KEY ACCOUNTABILITIESLiaison between the Tenants and the Mall Management Team

• Assume daily point of contact for retailer relationship management the for tenant portfolio
• Developing relationships via all avenues including retail partnerships, meeting and forums
• Foster closer relationship between tenants and the management team
• Handling handover and takeover of tenants
• Dissemination of information to the tenants on all operational matters
• Ensure all tenants and key stakeholders are aware of the standards, products and services
• Attend to needs of tenants in shopping mall
• Provide consultations to tenant?s on their business or operations needs
• Evaluate and provides advice to tenant?s on matters such as shop concept, image, merchandise, selling strategies and services
• Work with the wider mall management team to resolve issues with tenants as quickly as possible
• Track, interpret and resolve tenant issues and responds to trends
• Design, conduct, evaluate and interpret tenant satisfaction surveys

Tenant Performance Management

• Manage projects to meet key objectives that drive the performance of tenants
• Maintain systems for collating and reporting on retail development and performance
• Collection and evaluation of tenant sales data trends, opportunities and risks to identify areas of opportunities for Al Futtaim
• Monitor and analyse tenants? mid to long term performances to ensure tenants? performance meets Al Futtaim?s objectives
• Action all areas of improvement based on the outcomes of performance metrics
• Provide report?performance metrics to the senior Mall Management team

Operational Management

• Generate the Tenant Activity Management Reports and recommendations
• Develop and implement the shop level tenant visitation schedule
• Provide input to the Tenant Handbook

Ensure Retail Tenant Adherence to Industry, Mall and Governmental Regulatory Standards and Procedures

• Identify and ensure that the standards are communicated to all tenants and implemented accordingly
• Regularly review and if necessary, improve upon operational systems and processes
• Provide improvement feedback to senior mall management team
• Monitor and measure tenant compliance to specified standards to ensure their operation within guidelines of their signed lease agreement, regulations and Tenant Handbook obligations

Liaison between AFGRE and the Retail Tenants

• Partner with and assume point of contact between the tenants and the?various AFGRE teams including the leasing, mall management, marketing, finance and facilities management, to agree and deliver business specific projects
• Communicate specific retail tenant information such as rent commencement dates, legal and physical handover, design contractual agreements to the relevant AFGRE teams
• Work with the marketing team to implement and communicate mall and retailer campaigns and initiatives to tenants

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