Role Purpose

The General Manager is responsible for the full management of a retail centre, ensuring optimal operational performance, tenant satisfaction, asset preservation, and financial control.

The role focuses on maximising profitability through effective leasing strategies, strong tenant and supplier relationships, and proactive identification of market opportunities and trends. The incumbent is accountable for enhancing the overall customer experience through data-driven insights, while ensuring the seamless day-to-day operation of the centre in collaboration with the Operations team.

Key Responsibilities

Business Management

Ensure the financial performance and operational efficiency of the centre.

• Prepare and present annual centre budgets for review and approval.
• Monitor financial performance and analyse trends to implement corrective actions.
• Provide business insights and support to tenants to optimise their performance.
• Track market activity including tenant movement, vacancies, and new developments.
• Deliver accurate financial reporting, forecasting, and variance analysis.
• Review and submit management packs to the Asset Manager.

Business Development

Drive revenue growth and maximise income opportunities.

• Identify and implement new business opportunities to enhance profitability.
• Drive net income through effective management of centre operations and leasing activities.
• Ensure tenant retention and minimise vacancies.
• Manage lease renewals and negotiate new lease agreements.
• Oversee arrears management and ensure timely collections.
• Maximise non-GLA income opportunities.
• Monitor marketing initiatives in collaboration with marketing teams.

Asset Management & Maintenance

Ensure the centre is well-maintained and aligned with strategic objectives.

• Motivate and manage expansion and upgrade initiatives.
• Oversee preventative and emergency maintenance programmes.
• Ensure successful delivery of projects within scope, budget, and timelines.
• Manage service level agreements with contractors and service providers.
• Oversee utilities management, statutory compliance, and maintenance activities.
• Ensure compliance with Occupational Health and Safety requirements.
• Leverage technology to improve operational efficiency.

Strategic Relationship Management

Build and maintain strong stakeholder relationships.

• Develop and maintain relationships within the retail property industry.
• Build strong relationships with tenants to influence business performance.
• Engage with key stakeholders to maintain a competitive market position.

Customer Experience Management

Enhance customer satisfaction through data-driven insights.

• Analyse customer experience data to improve service delivery.
• Monitor trends from customer and tenant feedback and implement improvements.
• Manage customer and tenant relationships through effective communication.

Leasing Management

Optimise leasing performance and income generation.

• Oversee leasing strategies to maximise net income.
• Manage lease renewals and identify suitable prospective tenants.
• Ensure proper execution of lease agreements and conditions.
• Monitor tenant arrears and minimise legal escalation.

Risk Management & Compliance

Ensure compliance and minimise business risk.

• Ensure compliance with all relevant legislation and regulations.
• Manage and improve internal processes and systems to reduce risk.
• Implement audit recommendations and resolve findings timeously.
• Develop and maintain policies within the area of responsibility.

People Management & Development

Lead and develop a high-performing team.

• Manage staffing requirements in line with organisational structure and budgets.
• Oversee performance management and conduct regular performance reviews.
• Implement individual development and succession plans.
• Manage employee relations and ensure compliance with labour legislation.
• Maintain alignment with employment equity plans.

Self-Development & Leadership

Drive personal and organisational growth.

• Identify personal development needs and implement development plans.
• Participate in training and development initiatives.
• Demonstrate company values and leadership behaviours.