Job Description

Job Title: Mall Manager

Industry: Real Estate / Retail Mall Management

Experience: 7-8 Years

Reporting To: Senior Management / Asset Head

Job Purpose

The Mall Manager will be responsible for end-to-end management of the mall asset, ensuring operational excellence, revenue optimization, superior customer experience, and strong tenant relationships. The role demands strategic thinking, strong leadership, and hands-on execution to enhance the commercial performance and brand value of the mall.

Key Responsibilities

1. Mall Operations & Asset Management

Oversee complete day-to-day mall operations including facility management, security, housekeeping, parking, utilities, HVAC, electrical systems, and fire & safety.

Ensure the mall operates in compliance with statutory regulations, fire safety norms, local authority requirements, and audits.

Develop, implement, and monitor Standard Operating Procedures (SOPs) to ensure consistency and efficiency.

Conduct regular inspections to maintain high standards of cleanliness, safety, and aesthetics.

2. Leasing Coordination & Revenue Management

Coordinate with the leasing team for tenant onboarding, handover, store fit-outs, and timely store openings.

Monitor lease compliance, CAM charges, rent escalations, renewals, and occupancy levels.

Ensure timely collection of rentals, CAM, utilities, and other commercial dues in coordination with the finance team.

Support management with insights on vacancy reduction, tenant mix optimization, and revenue enhancement.

3. Tenant Relationship Management

Act as the single point of contact for tenants, brand partners, and anchor stores.

Address tenant concerns related to operations, facilities, billing, and customer footfall.

Conduct regular tenant meetings to ensure alignment and resolve issues proactively.

Foster long-term relationships to improve tenant satisfaction and retention.

4. Marketing, Events & Footfall Growth

Plan and execute mall marketing initiatives, promotional campaigns, festive events, and brand activations.

Coordinate with marketing agencies, advertisers, and event partners to maximize visibility.

Analyze footfall data, sales trends, and customer behavior to recommend improvement strategies.

Ensure effective utilization of common areas for promotions and revenue generation.

5. Customer Experience & Service Excellence

Ensure a safe, welcoming, and premium shopping environment for customers.

Handle customer complaints, escalations, and feedback with professionalism and prompt resolution.

Implement customer-centric initiatives to enhance shopper engagement and satisfaction.

Maintain mall ambience, signage, wayfinding, and overall presentation standards.

6. Financial Management & Reporting

Prepare and manage annual and monthly operational budgets.

Monitor expenses and implement cost-control measures without compromising service quality.

Prepare MIS reports on operations, revenue, footfall, occupancy, and expenses.

Support management in strategic decision-making through data-driven insights.

7. Team Leadership & Vendor Management

Lead, mentor, and manage on-roll and outsourced teams including facility staff, security, housekeeping, and admin.

Evaluate vendor performance and ensure SLA adherence.

Conduct regular training, performance reviews, and disciplinary actions where required.

Build a high-performance culture focused on accountability and service excellence.

8. Risk Management & Compliance

Ensure implementation of risk mitigation plans and emergency preparedness protocols.

Coordinate mock drills, audits, and safety training programs.

Ensure zero tolerance towards safety lapses and compliance violations.

Key Skills & Competencies

Strong expertise in mall operations & commercial real estate management

Excellent leadership, negotiation, and stakeholder management skills

Financial planning, budgeting, and cost optimization abilities

Strong problem-solving and crisis-handling skills

Effective communication and decision-making capabilities

Qualifications

Bachelor's degree in Management / Engineering / Facility Management

MBA / PGDM preferred

Certifications in Facility Management / Mall Management will be an added advantage

Job Types: Full-time, Permanent

Pay: From ?60,000.00 per month

Benefits:

Cell phone reimbursement Flexible schedule Life insurance Provident Fund
Ability to commute/relocate:

Gurgaon, Haryana: Reliably commute or willing to relocate with an employer-provided relocation package (Required)
Work Location: In person