Tenant Relations Manager

Tenant Relations Manager

Role Objective:

To establish and implement Tenant Relations strategy, program, plans, policies and procedure for the company and ensure an excellent working relations between Tenants and Mall Management; To provide exceptional shopping and entertainment experience for all Mall visitors.

Key Responsibilities & Accountabilities:

  1. Define and establish the Tenant Relations strategy, annual business plans, program, budgets, policies and procedure in alignment business requirements
  2. Lead and direct the activities of all areas of Tenant Relations such as Retail and Food & Beverages tenants, and Customer service
  3. Develop innovative and leading practices in Mall customer and guest services and promotions
  4. Establish Tenant Relations department Key Performance indicators to help assessing progress and status
  5. Build and maintain strong Stakeholders relationships to fulfill the Mall Operations needs and achieve the department’s plan and budget
  6. Collaborate with Mall Director and Facilities Management to identify how the Tenant Relations department can cooperate and provide information for efficient and effective services
  7. Ensure that the Tenant Relations services and Tenants are conducting their procedures in accordance with the HSE and Security regulations as stipulated by local law
  8. Ensure that all work permits and tenant documentations are up-to-date and in compliance with governmental and regulatory requirements
  9. Analyze and evaluate Customer services and provide cost effective and best quality recommendations to Mall Director
  10. Resolve store design variations in coordination with the Facilities Management Team
  11. Cooperate with the Finance department for all payments and invoices; deal with overdue payments by Tenants
  12. Analyze Mall visitors footfall and inspect Tenant properties to provide solutions for increasing footfall and performance; report findings and performance progress status to Mall Management on a regular basis
  13. Maintain quality customer services based on a Customer Satisfaction Survey conducted on an annual basis to understand and improve the Tenant relations as well as Mall visitor satisfaction levels; Provide management with survey analysis and recommended improvement areas accordingly
  14. Prepare and conduct a Customer and Guest Services training program for all employees, when required
  15. Coordinate with leasing department for renewal of the lease period in coordination with Mall Director
  16. Establish awareness and promotions programs/ brochures of visitor services and appropriate procedures such as Phone booths, Nursery Strollers, Wheelchairs, Prayer rooms and other facilities
  17. Resolve Tenant and Mall Visitor complains as they arise

Job Details

Posted Date: 2018-10-18
Job Location: Bahrain
Job Role: Management
Company Industry: Real Estate

Preferred Candidate

Career Level: Management
Degree: بكالوريوس

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