Retail Liaison Manager - Lakeside Shopping Centre

Purpose of the Role

With 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, improve reporting 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 Responsibilities

Lead the drive for continuous improvement and best practice when working with our tenants

Clear precise communication of information, backed up by supporting and relevant data

Management of key centre objectives in line with the overall business objectives, plans and projects

Development of innovation and best practice standards

Cover on Duty Manager shifts to support the needs of the business

Support with the Merchants Association meetings

Work with marketing to grow and develop tenant presence in centre

Welcome, advise and support new tenants

Develop close working relationships with internal & external customers to fully understand the business need and establish an effective network of contacts

Work closely with the internal teams and Properties teams to provide a high level of service and support for our tenants

Develop retailer buy-in to marketing events

Be the voice of the retailers when working with the teams

Ensure all reporting information especially sales and footfall numbers re accurate, clear, meaningful, timely, and presented to a high standard

Lead and attend meetings as required – both internal and external

Work in partnership with asset team to provide outstanding service for our retailers prior to their first day in the centre

Develop clear reports that are beneficial to both the retailers and the centre and that ultimately help support business decision making

Build and development great 3rd party and stakeholder relationships

Consistent focus on high retailer and centre standards

Support the teams in ensuring retailer compliance with all aspects of Health & Safety / environmental/ risk and audit requirements

Support and champion our corporate responsibility initiatives and community projects

Provide reports with strong/intrusive data analysis to support the Centre Director and Operations Manager in strategic and operational decisions

Any other duties that may be reasonably required from time to time

Skills, 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 service to 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 cover 

Salary - £27k – 31k 

Please see our Benefits Booklet for more information.