Tenant Liaison Manager

Job Description

Overview of the role

The Tenant Relations Manager is the primary contact and spokesperson within Cairo Festival City Mall for all the tenants and is responsible for ensuring all tenants are aligned and comply with policies and regulations defined in the Al Futtaim Tenant Handbook, Administer Tenant Issue and Complaints Resolution process. Reporting to the Mall’s Director, the Tenant Relations Manager will be responsible for managing a portfolio of tenants during their tenancy.

This will include developing and executing effective relationships across tenants, the mall management team, customers, and cross-functional staff.

The Tenant Relations Manager will ultimately build relationships to ensure the successful delivery of the short, medium, and long-term expectations of Cairo Festival City Mall stakeholders while implementing strategies to advance our retailer’s revenue, profitability, operations, and sustainability.

What you will do

Liaison between the Tenants and the Mall Management Team 

• Assume daily point of contact for retailer relationship management for the tenant portfolio.
• Developing relationships via all avenues including retail partnerships, meetings, and forums. 
• Foster closer relationships between tenants and the management team.
• Handling handover and takeover of tenants.
• Dissemination of information to the tenants on all operational matters.
• Ensure all tenants and key stakeholders are aware of the standards, products, and services.
• Attend to the needs of tenants in the shopping mall.
• Provide consultations to tenants on their business or operations needs. 
• Evaluate and provides advice to tenants on matters such as shop concept, image, merchandise, selling strategies, and services.
• Work with the wider mall management team to resolve issues with tenants as quickly as possible.
• Track, interpret, and resolve tenant issues and responds to trends.
• Design, conduct, evaluate and interpret tenant satisfaction surveys.

Tenant Performance Management 

• Manage projects to meet key objectives that drive the performance of tenants.
• Maintain systems for collating and reporting on retail development and performance. 
• Collection and evaluation of tenant sales data trends, opportunities, and risks to identify areas of opportunities for Al Futtaim. 
• Monitor and analyze tenants’ mid to long-term performances to ensure tenants’ performance meets Al Futtaim’s objectives.
• Action all areas of improvement based on the outcomes of performance metrics.
• Provide report performance metrics to the senior Mall Management team.

Operational Management

• Generate the Tenant Activity Management Reports and recommendations
• Develop and implement the shop-level tenant visitation schedule
• Provide input to the Tenant Handbook

Ensure Retail Tenant Adherence to Industry, Mall, and Governmental Regulatory Standards and Procedures

• Identify and ensure that the standards are communicated to all tenants and implemented accordingly
• Regularly review and if necessary, improve upon operational systems and processes
• Provide improvement feedback to the senior mall management team 
• Monitor and measure tenant compliance to specified standards to ensure their operation within the guidelines of their signed lease agreement, regulations, and Tenant Handbook obligations 

Liaison between CFCM and the Retail Tenants

• Partner with and assume the point of contact between the tenants and the various CFCM teams including the leasing, mall management, marketing, finance, and facilities management, to agree and deliver business-specific projects
• Communicate specific retail tenant information such as rent commencement dates, legal and physical handover, and design contractual agreements to the relevant CFCM teams
• Work with the marketing team to implement and communicate mall and retailer campaigns and initiatives to tenants
•  

Skills

Required Skills to be Successful

Teamwork

Communication 

Fast Learning 

About the Team

The Retail team is a group of highly motivated, collaborative, and fun professionals across Egypt, looking for a member to add to the department.

What equips you for the role

• Bachelor’s degree in Business administration, or any related field.
• Successful track record of building effective tenant relations within a shopping mall or retail property management environment. 
• Minimum 4 years of relevant experience in a similar position.
• Knowledge of tenancy-related issues in shopping malls. 
• Knowledge of retail leasing and lease management.
• Strong knowledge and exposure to the retail market.
•  

*Nationals*