Retail Liaison Manager - Lakeside Shopping Centre

Job Description

Purpose of the RoleWith over 220 tenants and over 6000 people working on site at Lakeside shopping centre, the role of Retail Liaison Manager is vital in supporting our tenants to help them deal with any retail issues arising, buy-in to centre events & activities, improvereporting between the entre, its clients and its tenants. This role is also key in building 3rd party relationships, supporting the Centre Director & Operations Manager as well as maintaining great team working across all functions of marketing, cleaning,security, technical services, customer services, asset and property management, and commercialisation opportunities.Key ResponsibilitiesLead the drive for continuous improvement and best practice when working with our tenantsClear precise communication of information, backed up by supporting and relevant dataManagement of key centre objectives in line with the overall business objectives, plans and projectsDevelopment of innovation and best practice standardsCover on Duty Manager shifts to support the needs of the businessSupport with the Merchants Association meetingsWork with marketing to grow and develop tenant presence in centreWelcome, advise and support new tenantsDevelop close working relationships with internal & external customers to fully understand the business need and establish an effective network of contactsWork closely with the internal teams and Properties teams to provide a high level of service and support for our tenantsDevelop retailer buy-in to marketing eventsBe the voice of the retailers when working with the teamsEnsure all reporting information especially sales and footfall numbers re accurate, clear, meaningful, timely, and presented to a high standardLead and attend meetings as required – both internal and externalWork in partnership with asset team to provide outstanding service for our retailers prior to their first day in the centreDevelop clear reports that are beneficial to both the retailers and the centre and that ultimately help support business decision makingBuild and development great 3rd party and stakeholder relationshipsConsistent focus on high retailer and centre standardsSupport the teams in ensuring retailer compliance with all aspects of Health & Safety / environmental/ risk and audit requirementsSupport and champion our corporate responsibility initiatives and community projectsProvide reports with strong/intrusive data analysis to support the Centre Director and Operations Manager in strategic and operational decisionsAny other duties that may be reasonably required from time to timeSkills, Knowledge and Experience Essential:Results driven, team player with considerable working knowledge of shopping centres and retail, demonstrating the ability to develop great working relationships across a wide range of centre teams and tenants, to ensure the delivery of exceptional serviceto all customers (internal and external)

• Large shopping centre and / or retail experience at senior manager level

• Excellent Customer Service skills, with previous experience of dealing with internal and external customers

• Experience working across a wide range of teams including: marketing, cleaning, tech services, customer services, asset, experiences, security

• Good knowledge of PC with an ability to learn and implement in-house apps, to a high standard

• Driving consistent processes and delivering consistent results
• Excellent people skills, with a record of leading through motivation and recognition

• Evidence of resolving service-associated issues, with the ability to create effective and innovative solutions

• Experience of identifying and understanding business risk and measures to remove or mitigate

• Polite, professional, articulate, outgoing and a confident communicator

• Demonstrates sound commercial knowledge that provides value added service to the centre

• Adaptable and flexible whilst working in a busy environment

• Excellent attention to detail and presentation

Desirable:

• Working with 3rd parties – councils / stakeholders / businesses
• Reporting at senior management / board level
• Non-Front line SIA Licence

Working Hours -40 hours per week, five days out of seven, flexible to support evenings and nights as required, to include Duty Manager coverSalary -£27k – 31kPlease see our Benefits Booklet for more information.