Center Director | Mall Operations | Gurugram |

Role and Position: Head of Mall Operations

Location Gurugram HR

Experience – 15 to 20 Years ([Prefer from Retail/ Mall Operations domain]

Role Objective: - Lead the Management and Operations of the High-End Commercial Retail Mall. End to End P&L Management and ensure the achievement of Centre (Mall) objectives in terms of Customer Centricity & Satisfaction, Profitability and Revenue Maximization by providing Quality services to Customers and support to the Tenants/Retailers and Monitoring all support services of Mall [BOH, Utilities, Manpower Agencies]

Key Job Responsibility and Deliverable:

1. Formulating of Strategies, Defining Procedures, Department Control and functionality.

2. Implementing policies, generating reports for planning and development. Communicating about roles to achieve objectives and common goals.

3. Ensuring/ introducing best industry practices to achieve a Safe and Healthy / conducive environment for deployed manpower.

4. Fit out coordination (New stores / refurbishment / handover -takeover / reports)

5. Follow up with H.O Leasing team - accounts and mall accounts.

6. Project Management: Oversee facility and horticultural-related projects, including renovations, expansions, new installations, and landscape design. Ensure projects are completed on time and within budget.

7. Customer Experience: Ensuring the mall is a Safe, Enjoyable and Comfortable Environment for Customers.

8. Profitability: Working to maximize revenue and profitability by providing quality service to customers and supporting retailers. Develop and implement short and long-term retail strategies, plans, and programs to drive sales.

9. Facility Management Agencies: Monitoring and supervising facility/ manpower agencies, such as GHK, Parking, Engineering, Horticulture etc.

10. Staff management: Supervising staff, assigning tasks, and monitoring their performance.

11. Customer Service: Handling customer complaints and queries about mall experience and service.

12. Security & Safety: Controlling security arrangements for the premises and ensuring safety norms are implemented for the mall premises. Security checking and frisking, safety checks and procedures.

13. Budgeting: Planning mall budgets and managing company budgets.

14. Branding and Marketing: Developing and executing marketing strategies to increase footfall in the mall.

Preferred candidate profile

1. Facility and Maintenance: Ensure the maintenance, repair, and cleanliness of all facilities and green spaces, including offices, warehouses, gardens, and other properties.

2. Vendor Development and Management

3. Budget Management: Oversee the facilities budget, including forecasting, monitoring expenses, and ensuring cost-effective operations.

4. Compliance & Safety: Ensure compliance with health, safety, and environmental regulations. Develop and implement safety procedures and emergency response plans.

5. Horticultural Management: Develop and manage landscaping plans, oversee the maintenance of gardens and green spaces, and implement sustainable horticultural practices. Ensure plant health and aesthetic quality.

6. Sustainability: Implement and promote sustainability initiatives to reduce environmental impact and improve energy efficiency in facilities and green spaces.

7. Reporting: Provide regular reports on facilities performance, horticultural activities, maintenance, and budget status to senior management.

8. Scheduling timelines for events

9. Tenant / vendor introduction – Defining Procedures / Policies.

10. Conducting Mock Drills / Evacuation drills.

11. Training (Code of conduct / safety procedures)

12. Fitout Procedures- Guidelines

13. Inventory store management

14. Formulating Security / Parking / Housekeeping checklist.

Perks and benefits

As per Industry Best Practices.