As Manager of Mall Operations, you will take full operational ownership of a high-volume retail asset. This role bridges commercial tenant performance and daily facility excellence, requiring you to actively manage vendor execution, protect the physical infrastructure, and work directly with store managers to maximize trading density and customer experience across the floor.
Responsibilities
Analyze sales data to identify top 10 and bottom 10 performing brands based on trading density and budget achievement; partner with tenant leadership on operational performance plans.
Manage all outsourced facility service partners—including security, housekeeping, parking, pest control, and horticulture—through daily operational briefings, performance audits, and SLA enforcement.
Maintain visual merchandising and inventory standards across tenants, auditing seasonal readiness, stock availability, and category-level floor presentation to eliminate stock-outs.
Build and execute the quarterly retailer engagement calendar, including retailer service index (RSI) surveys, rewards and recognition schemes, milestone celebrations, and store competitions.
Serve as the primary escalation lead for day-to-day tenant issues, dispute resolution, customer complaints, and the timely recovery of operational dues.
Oversee site safety, security protocols, statutory asset compliance, and end-to-end physical plant upkeep.
Requirements
7+ years in shopping center operations, commercial real estate management, or large-format retail operations, including at least 2 years in a leadership role.
Proven track record managing contracted facility management workforces across multiple shifts.
Demonstrated ability to interpret retail KPIs, tenant sales metrics, and trading densities to drive operational decisions.
Experience handling tenant escalations, facility emergencies, and dispute resolutions under operational pressure.
Availability to work full-time onsite, including weekends, evenings, and peak holiday trade periods.
Nice-to-Haves
Direct experience leading operations for retail assets exceeding 500,000 sq. ft. of gross leasable area.
Familiarity with designing and deploying Retailer Satisfaction Index (RSI) frameworks.
What We Offer
Autonomous operational command of a flagship retail property.
Competitive base salary with performance-driven incentive structures.
Comprehensive executive health and wellness coverage.
Direct pathway to senior asset management and portfolio operations roles.