Key Responsibilities

1. Operations & Facilities Management

• Oversee daily mall operations including security, housekeeping, MEP, parking, waste management, and landscaping.
• Ensure compliance with local authority regulations (Dubai Municipality, Civil Defense, DDA where applicable).
• Coordinate with FM teams and service providers to maintain high operational standards.
• Manage preventive maintenance programs and respond effectively to emergencies and incidents.

2. Financial & Budget Management

• Prepare and manage the annual operating budget (OPEX and CAPEX).
• Monitor costs, control expenditures, and ensure value optimization.
• Review service contracts, negotiate renewals, and ensure commercial efficiency.
• Support revenue enhancement initiatives in coordination with leasing and asset management teams.

3. Tenant Relations & Leasing Support

• Act as the primary point of contact for tenants on operational matters.
• Ensure compliance with lease terms, fit-out guidelines, and mall regulations.
• Coordinate with leasing team on tenant onboarding, handovers, openings, renewals, and relocations.
• Proactively manage tenant issues to support retention and sales performance.

4. Marketing, Events & Customer Experience

• Collaborate with marketing teams on mall promotions, events, and activations to drive footfall.
• Ensure excellent customer experience standards across all touchpoints.
• Monitor customer feedback, complaints, and service recovery measures.
• Support digital initiatives, loyalty programs, and community engagement activities.

5. Health, Safety & Compliance

• Ensure full compliance with HSE policies, fire and life safety standards.
• Conduct regular audits, inspections, and risk assessments.
• Lead emergency preparedness plans, drills, and incident investigations.

6. Stakeholder & Authority Management

• Liaise with government authorities, master developers, consultants, and contractors.
• Represent the mall in official inspections, approvals, and coordination meetings.
• Ensure timely approvals, renewals, and certifications.

7. Team Leadership & Management

• Lead, mentor, and develop the mall management team.
• Set KPIs, conduct performance reviews, and build a high-performing culture.
• Ensure clear communication, accountability, and service excellence.

Key Performance Indicators (KPIs)

• Operational uptime and service quality
• Budget adherence and cost optimization
• Tenant satisfaction and retention
• Customer satisfaction and footfall growth
• Compliance and safety performance

Qualifications & Experience

• Bachelor’s degree in Property Management, Engineering, Business Administration, or related field.
• Minimum 8–12 years of experience in retail mall or mixed-use asset management, with at least 3–5 years in a managerial role.
• Strong understanding of UAE regulations, mall operations, and retail dynamics.
• Experience managing large-scale shopping malls in the GCC preferred.

Skills & Competencies

• Strong leadership and stakeholder management skills.
• Commercially driven with solid financial acumen.
• Excellent communication skills in English; Arabic is an advantage.
• Ability to manage multiple stakeholders in a fast-paced environment.
• Problem-solving mindset with strong attention to detail.