MALL OPERATION EXECUTIVE

Responsibilities

1. Tenant, Customer & Leasing Management :

Facilitate the handover and takeover of shop units to and from tenants, including key management and initial unit inspection.

Conduct site viewings of available lots for potential tenants.

Proactively research and identify potential new businesses that align with the mall's tenant mix strategy and target audience. Plan and suggest suitable tenant replacements to management.

Serve as a primary point of contact for tenant and customer complaints, concerns, and requests. Investigate issues thoroughly, implement effective solutions, and ensure they are resolved promptly and to the satisfaction of all parties.

Prepare and distribute official memorandums (memos) to tenants regarding mall policies, updates, and formal communications.

Manage the process of sealing lots due to non-compliance or lease termination.

2. Administrative & Credit Control :

Work closely with the Finance department on credit control matters for tenant accounts.

Compile, analyze, and distribute regular reports related to tenant arrears, payment status, and credit control activities.

Issue formal communications and letters to tenants regarding rental arrears and payment reminders.

Maintain accurate and organized records of all tenant and customer communications, complaints, memos, and reports for audit and reference purposes.

3. Marketing & Event Support :

Provide operational support for mall marketing events and promotions.

Coordinate the logistics for event setup, including liaising with vendors, suppliers, and internal teams.

Manage the coordination and placement of vendor-operated machines (e.g., vending machines, kiddie rides) within the mall.

Act as an operational liaison during events, addressing any tenant or customer complaints that arise to minimize disruption.

4. Facility & Operations Management :

Oversee the day-to-day operational services to ensure a clean, safe, and pleasant environment for shoppers and tenants. This includes monitoring and managing the performance of external service providers for :

Security Services : Ensuring adequate coverage, monitoring incidents, and upholding safety protocols. Address security-related complaints from tenants and customers.

Cleaning & Hygiene Services : Maintaining high standards of cleanliness throughout common areas, restrooms, and back-of-house. Promptly investigate and resolve complaints regarding maintenance and cleanliness.

Pest Control : Scheduling and monitoring regular pest control treatments.

Waste Disposal : Managing the efficient collection and disposal of mall waste.

Landscape Maintenance : Overseeing the upkeep of all interior and exterior.

Car Park Monitoring : Supervising the efficiency, safety, and security of the mall's car park facilities. Liaise with parking operators to address customer complaints regarding faulty barriers, payment systems, congestion, and security.

5. Utility Management :

Compile and submit monthly meter reading reports for common area utilities.

Assist in monitoring mall utility consumption and reporting any discrepancies.

Qualifications and Skills :

Diploma or Bachelor’s degree in Business Administration, Real Estate, Facilities Management, or a related field.

Proven experience (2-3 years) in mall operations, property management, or a related customer-facing role.

Proven experience in handling and resolving customer and tenant complaints with tact, empathy, and efficiency.

Strong analytical and reporting skills, with high proficiency in Microsoft Excel.

Excellent verbal and written communication skills, with experience in drafting formal correspondence and reports.

Strong interpersonal and negotiation skills to effectively manage tenant and customer relationships.

Highly organized, detail-oriented, and able to manage multiple tasks and deadlines simultaneously.

Ability to work independently and as part of a team in a dynamic environment.

Strong problem-solving skills and a proactive approach to preventing issues.

Market research and analytical skills to identify retail trends and potential tenant opportunities.

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