Job Description

Reporting to the Retail Manager, the incumbent will be responsible for tenant management. This will entail tenant liaison and relationship management between tenants and internal business departments to ensure operational excellence and continuous trade. Moreover, they will proactively manage tenants performance in terms of turnover, rental collection and arrears management collaboratively with various internal business departments. They will also be responsible for general administration

Job Objectives :

Tenant Liaison

• Act as PR / liaison and general contact point for tenants regarding any queries relating to the conduct and operation of their business in accordance with the agreed lease, rental payments / arrears

• Be readily available as point of contact for tenants (customer service is key; response must take place within 24 hours / 1 business day)

• Ensure excellent customer service to all tenants and operational excellence

• Set up quarterly meetings to discuss performance, marketing, and operational issues / requirements.

• Meet regularly with tenants on day-to-day operational requirements / issues and ensures prompt follow up on all problems

• Ensure that written responses / minutes are sent to tenants and file a copy in tenant file within 7 days

• Act as V&A ambassador and communicate relevant V&A news alongside Marketing

• Connect tenants with relevant marketing manager regarding store launches (new and/or existing)

Tenant Management and Administration

• Manage and facilitate the entire tenant life-cycle with the relevant departmental parties from the handover sign-off to the take back sign-off

• Ensure highest presentation standards are maintained at all times (according to house rules, lease agreement obligations etc.)

• Ensure timely tenant payments

• Manage tenantxe2x80x99s performance in terms of turnover, rental collection and arrears management with various internal business departments

• Identify lowest performance per category and monitor proactively

• Evaluate turnover reports and send letters to tenants that exceed 20% COC

• Chair meetings with underperforming tenants

• Effectively control tenant turnover

• Assist Finance on collecting outstanding Turnover Declaration Forms

• Assist with the planning and devising of forecast budgets for following financial year

• Submit monthly report to Retail Manager on all issues dealt with or arising

• Manage tenant files and OTL

• Enforce refurbishment clauses

• Submit rent relief motivations where appropriate

• Check billing reports on a monthly basis and understand rent variances and highlight incorrect cost allocations to relevant parties (Leasing and finance)

• Keep track of all critical correspondence

Tenant Renewals or New Lets

• Ensure all relevant paperwork has been distributed in-house as well as to tenant

• Understand terms of the renewal with specific focus on special conditions attached

• Forward plan submissions for revamp to tenants as per OTL

• Manage critical dates and beneficial occupation periods, and motivate extensions and delays should it be necessary

• Ensure that necessary deposits/top ups are in place prior to handover of new sites or renewal date commencements of existing tenants

• If there are issues with what was agreed in the OTL and what is happening on the ground, assess the situation and motivate to the Landlord why this should change in the lease or OTL, alternatively if it is correct

• manage the tenant to act in accordance with what has been agreed

• Expiries should be managed 8 xe2x80x93 10 months in advance and relevant parties within the business should be informed of the expiry date of those leases

• Property Administrators have to meet with and formally communicate expiry dates within six month of lease expiry

• Advise Leasing of any potential upcoming vacancies for reasons of:

-a breach of lease

-a mandate request by the tenant

-a lease expiry

-a COO percentage

Tenant Fit-outs and Refurbishments

• Ensure that tenants adhere to what has been agreed in the lease and that the V&A is able to collect rent at the rent commencement date or on trade commencement (whichever is the earlier)

• Identify / list revamps for the year

• Allow access to the premises for measurement for plan designs

• Deal with any operational and service delivery requirements (liaison with Ops team)

• Deal with any retail marketing requirements/launches (liaison with Retail Marketing)

• Facilitate plans submissions and concepts for approval

• Window dressing / graphics / hoarding (Liaison with TI)

• Ensure preparation of the premises for handover is as per specification given by TI team

• Deal with any tenant installation requirements (liaison with TI)

Stakeholder Engagement

• Communicates on all areas of responsibility with various internal departments (Development Operations, Legal, Information Center etc.)

• Relationship management with Tenants (via site visits, meetings, phone calls, emails etc.)

• Act as tenant representatives within the business

• Connect various relevant stakeholder to resolve issues and deliver on specific issues

Ad-hoc

• Daily site walks (at various times of day)

• Weekly walk through's with operational departments (e.g. Civil and Cleaning)

• Liaises with internal and external service providers, tenants and visitors as and when required

• Interaction with Marketing from a promotions and activation's point of view with regards to their specific category and tenant performance

• Staying abreast of internal developments, initiatives and industry trends to proactively drive and communicate this with tenants and other stakeholders

• Identifies problem areas in area of responsibility and submits appropriate proposals for instituting corrective actions

• Distribute meeting minutes and create monthly category reports for retail manager and executive

• Collating and presenting data across the business

• Ensuring that all tenant contact details are accurate and up to date.

• Compile weekend duty report

Educational Requirements :

• 3 Year National Diploma in Property Management

• Or 3 years relevant Retail or hospitality experience

• Shopping Centre Management Diploma Advantageous

Knowledge Requirements :

• Retail Working Environment

• Facilities Management

• National and international business trends

• People and Relationship Management

• Customer Service

Skills Requirements :

• Customer Service

• Emotional Intelligence

• Conflict Resolution/Management

• Communication (written and verbal)

• Planning and Organizing

• Multitasking

• Time management

• Logical Problem -solving

• Quality Control and Risk Management

• Report Writing

• Presentation Skills

• Computer Literacy

Experience Requirements :

• 3-5 Yearsxe2x80x99 Experience within Retail Property Environment

• Or 3-5 years relevant experience in the Hospitality or Retail environment

V&A Waterfront