We are seeking a relationship-driven and highly organized Retail Relationship & Operations Manager to oversee daily operations and maintain strong, collaborative relationships with all tenants and on-site staff. In this role, you will serve as the main point of contact for tenant engagement, staff coordination, and operational issue resolution. You will work closely with retailers, service teams, and senior management to ensure that the centre operates smoothly, safely, and to the highest standards. The ideal candidate will be an excellent communicator with proven experience managing teams, resolving issues, and supporting a positive, service-focused environment
Key Responsibilities
Tenant & Relationship Management
* Build and maintain strong relationships with all tenants, understanding their operational needs and providing proactive support.
* Act as the primary point of contact for tenant queries, concerns, and requests, ensuring timely and effective resolutions.
* Conduct regular check-ins and satisfaction reviews, identifying opportunities to enhance the tenant experience.
* Work closely with senior management to align tenant expectations with centre objectives and service standards.
* Work with agents to show new space to potential tenants
Staff Leadership & Support
* Lead and support on-site teams—including cleaning, security —ensuring they understand their responsibilities and deliver high-quality service.
* Provide coaching, guidance, and problem-solving support to staff, helping them address tenant concerns and operational challenges.
* Oversee staff scheduling, performance standards, and adherence to operational protocols.
* Foster a collaborative, service-oriented team culture.
Operational Oversight
* Manage day-to-day retail centre operations, ensuring smooth functioning, compliance, and adherence to company policies.
* Monitor the general condition of the centre, identifying operational issues early and coordinating timely solutions.
Issue Resolution & Problem Solving
* Proactively identify operational, staffing, or tenant-related challenges and implement effective, long-term solutions.
* Coordinate responses to incidents, disruptions, or urgent matters, keeping all stakeholders informed and ensuring quick resolution.
* Document recurring issues and work with management to develop improvements.
Security, Health & Safety
* Oversee security operations, ensuring staff follow all safety protocols and emergency procedures.
* Identify potential safety or security risks and collaborate with relevant teams to mitigate them.
* Support regular audits and ensure compliance with all safety regulations.
Reporting & Administration
* Maintain clear and accurate records of staff performance, operational activities, incidents, and tenant communications.
* Prepare regular reports for senior management on operational efficiency, tenant satisfaction, staffing performance, and improvement opportunities.
* Assist with budget oversight and vendor management where required.
Qualifications & Skills
* Proven experience in relationship management, retail operations, property management, hotel management or a related field.
* Strong leadership skills with demonstrated ability to manage and motivate staff.
* Excellent interpersonal and communication skills, with the ability to build trust and resolve issues collaboratively.
* Strong problem-solving abilities with a proactive, solution-focused mindset.