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Location: On-site – Croydon, GBR

Responsible for

The leadership, business and operational management of Whitgift Centre and Centrale (The Centres), car parks & Ancillary Buildings and to improve the Estate’s potential with a clear focus on improving asset performance through the delivery of the business plan and best practice with a strong focus on safety and compliance of operating and vacant spaces. The building and leveraging of local stakeholder relationships will be key for this role including with other URW schemes in London.

Primary Purpose of the role

To advance and contribute to the asset management strategy and centre business plan. Lead the team to deliver high and efficient standards of onsite management, in maintaining the Estate’s position as a best-in-class, desirable, safe, and progressive environment for occupiers and customers.

Key Responsibilities

Continue to improve the quality of the retail environment ahead of and during the potential redevelopment phase
Lead, develop, and inspire the Estate Management team
Work closely with the marketing team to optimise and ensure the delivery of the marketing strategy
Work with The Centres Team on reporting and benchmarking of Occupier performance and turnover within the Estate
Undertake Annual Tenant/Occupier compliance audits and manage risk accordingly
Create an ambassadorial role in local industry business groups and community/civic stakeholder meetings
Drive additional income generation via commercialisation activities in conjunction with the Commercialisation Manager
Optimise net operating income from the car parks
Collaborate with the client to develop and continually refine the business plans
Annual Business Planning and monthly reporting on performance
Review and propose opportunities for cost control and efficiencies
Management of the car parks linked to the Estate
Management of contractor/supplier relationships, performance, and key staff
Overall responsibility for Health & Safety and Environmental Management
Propose capex projects relating to operational requirements

Key Skills

5-10 years of Management experience in a high-profile retail estate environment
Strong retail background and understanding of different Occupiers and their challenges
Broad knowledge addressing key business challenges in the retail market
Proven track record in managing onsite/in-house management teams
Experience managing major CAPEX and service charge projects
Ability to build and deliver a stakeholder communication strategy
High degree of technical competence (via degree or recognised diploma)
Ability to support change-related initiatives
Detailed understanding of financial management, profit & loss, and IT skills
Ability to communicate at boardroom level and contribute to problem-solving

Customer Relations

The Estates Director will proactively engage with customers, ensuring their needs and concerns are promptly addressed to guarantee a positive and seamless experience. Dedicated to providing exceptional customer care, the Estates Director will prioritise open communication channels, actively listening to customer feedback and taking swift action to enhance their satisfaction.

Health and Safety

In collaboration with other team members, the Estates Director ensures that the Estate operates in full compliance with all relevant health and safety and environmental legislation and regulations. By following established procedures and working towards defined targets, the Estates Director upholds a safe and sustainable environment.

Additional Responsibilities

To assist the client’s letting and other professionals in the execution of their transactions and tasks
To lead and manage retail delivery and compliance of all short-term incoming occupiers
Ensure strong operational and risk management of all vacant spaces
To be a brand ambassador within the wider community
To provide strategic assistance into any proposed development or refurbishment of the Estate

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