Purpose of the Role

The ideal candidate will be a confident, self-motivated, and commercially driven individual with a passion for retail. This is an energetic, busy, and varied role supporting the centre management team at Stratford Shopping Centre. The main focus of this role is to act as a liaison between individual stores and Centre Management, utilizing exceptional communication skills.

This role requires a candidate who is super creative, an ideas person, with a real passion for retail, analysis, and communications. There is a high level of liaison at many different levels; you will be responsible for managing relationships with over 60 retail stores. The successful candidate must be a strong source of communication between Centre Management and our Retail Partners. To produce accurate retailer statistical data, ensuring a continuous review across all retailer operations. Accountable for the management of our retailer meeting plans and to build relationships with all centre retailers to ensure Stratford delivers a best-in-class service.

In addition, the candidate will be required to deal with some finance and administrative duties surrounding raising purchase orders in connection with the services provided via the service charge, supporting the Centre Manager with tracking spend versus what was budgeted, and dealing with car park space lettings.

Key Responsibilities

• Collate and analyse weekly/monthly occupier sales data, communicating areas of growth and risk to the management team, producing trend analysis reports from trading data.
• Identify opportunities to drive revenue and profit, champion offers.
• Collate, analyse, and review all available data to help understand the retail, leisure, and managed operation.
• Maximise the usage of all data including footfall, path intelligence, dwell time, average spend, catchments, and customer profile.
• Have a strong understanding of the Centre’s competition and performance.
• Deliver feedback to management meetings and departmental managers daily/as required regarding retailer updates and issues arising.
• Undertake regular occupier visits to maintain positive working relationships, gain constructive feedback and understanding, and provide support and assistance.
• Communicate with retailers on a regular basis on operational issues, including formal meetings, establishing effective working relationships.
• Ensure retail compliance with regulations and lease covenants, as well as other compliance issues.
• To respond to and coordinate retailer enquiries, including operational issues, shop refreshes, and performance issues.
• Focus on overall delivery of excellent customer service and lead any customer service staff.
• Take the lead in inducting any new occupiers and new store managers, advise of Health and safety issues, and build awareness of the Centre and Client’s Brand.
• Act as a mediator between external agencies such as trading standards and our occupiers to ensure any issues are resolved.
• Maintain an up-to-date list of store managers, area managers, and head office contacts, and develop strong links with these groups.
• Work, in conjunction with the centre management team, to develop and distribute any occupier information, newsletters, develop local offers, and initiatives.
• React to customer comments in liaison with the appropriate retailers, finding permanent solutions to recurring issues.
• Be aware of retailer events and their impact on the centre and ensure that these are well managed with communication and face-to-face contact with the centre team.
• Engage occupiers to participate in any sales growth opportunities such as events, promotions, and marketing activities in line with the centre’s marketing campaign.
• Facilitate occupier meetings and forums, assisting with their planning and delivery, arranging guest speakers and store manager attendance.
• Minuet and keep records of occupier meetings.
• Liaise with mall operators to ensure the highest standards of presentation and service and to ensure that the operations comply with the mall space strategy.
• Support the Centre’s Marketing team in the delivery of their strategy for the centre.
• To work alongside the Centre's security team, BCRP, BID, and local police to maximize information sharing and crime prevention strategies.
• Keep retailers informed of centre marketing activity, engage occupiers to participate in any sales growth opportunities such as events, promotions, and marketing activities in line with centre activities.
• Keep up-to-date records of occupiers car parking leases.
• Carrying out some operational admin duties.
• Assist the Centre Manager with raising purchase orders.
• Assisting other department heads with operational management of budgets.