Purpose of the Role
The ideal candidate will be a confident, self-motivated and commercially driven individual with a passion for retail. This is an energetic, busy and varied role supporting the centre management team at Stratford Shopping Centre. The main focus of this role is to act as a liaison between individual stores and Centre Management utilising exceptional communication skills.
This role requires a candidate who is super creative, an ideas person, with a real passion for retail, analysis and comms.
There is a high level of liaison at many different levels; you will be responsible for managing relationships with over 60 retail stores. The successful candidate must be a strong source of communication between Centre Management and our Retail Partners. To produce accurate retailer statistical data, ensuring a continuous review across all retailer operations. Accountable for the management of our retailer meeting plans and to build relationships with all centre retailers to ensure Stratford delivers a best in class service.
In addition the candidate will be required to deal with some finance and administrative duties surrounding raising purchase orders in connection with the services provided via the service charge, supporting the Centre Manager with tracking spend versus what was budgeted, and dealing with car park space lettings.
Key Responsibilities
- Collate and analyse weekly/monthly occupier sales data, communicating areas of growth and risk to the management team producing trend analysis reports from trading data.
- Identify opportunities to drive revenue and profit, champion offers
- Collate, analyse and review all available data to help understand the retail, leisure and managed operation
- Maximise the usage of all data including footfall, path intelligence, dwell time, average spend, catchments and customer profile
- Have a strong understanding of the Centre’s competition and performance.
- Deliver feedback to management meetings and departmental managers daily/as required regarding retailer updates and issues arising.
- Undertake regular occupier visits in order to maintain a positive working relationships, gain constructive feedback and understanding. To provide support and assistance
- Communicate with retailers on a regular basis on operational issues including formal meetings, establishing effective working relationships
- Ensure retail compliance with regulations and lease covenants, as well as other compliance issues
- To respond to and coordinate retailer enquiries including operational issues, shop refreshes and performance issues
- Focus on overall delivery of excellent Customer Service and lead any customer service staff
- Take the lead in inducting any new occupiers and new store managers, advise of Health and safety issues and build awareness of the Centre and Client’s Brand
- Act as a mediator between external agencies such as trading standards and our occupiers to ensure any issues are resolved
- Maintain an up to date list of store managers, area managers and head office contacts and develop strong links with these groups.
- Work, in conjunction with the centre management team to develop and distribute any occupier information, newsletters. To develop local offers and initiatives.
- React to customer comments in liaison with the appropriate retailers, finding permanent solutions to reoccurring issues
- Be aware of retailer events and their impact on the centre and to ensure that these are well managed with communication and face to face contact with the centre team
- Engage occupiers to participate in any sales growth opportunities such as events, promotions and marketing activities in line with the centres marketing campaign
- Facilitate occupier meetings and forums, assisting with their planning and delivery, arranging guest speakers an store manager attendance
- Minuet and keep records of occupier meetings
- Liaise with mall operators, to ensure the highest standards of presentation and service and to ensure that the operations comply with the mall space strategy
- Support the Centres Marketing team in the delivering of their strategy for the centre
- To work alongside the Centre's security team, BCRP, BID and local police to maximise information sharing and crime prevention strategies.
- Keep retailers informed of centre marketing activity, engage occupiers to participate in any sales growth opportunities such as events, promotions, and marketing activities in line with centre activities.
- Keep up to date records of occupiers car parking leases.
- Carrying out some operational admin duties
- Assist the Centre Manager with raising purchase orders
- Assisting other department heads with operational management of budgets
Skills, Knowledge and Experience
Essential:
- Have a demonstrable knowledge of the retail industry.
- Exceptional communication skills
- Digital and social media savvy
- Keen interest in fashion and culture.
- Natural flair for writing.
- Confident communicator, energetic, self-motivated and passionate about retail.
- Excellent organisational and time management skills and able to meet tight deadlines.
- Self motivated and able to work on own initiative without ongoing direct supervision.
- Excellent interpersonal and communication skills and able to effectively communicate with staff, the public and potential customer groups at all levels.
- Willingness to adopt a flexible approach to working patterns and working ethos in order to respond to the changing needs of Leisure & Retail environment. The role will involve working hours in line with the peak trading times for occupiers.
- Proactive, reliable, flexible and a commitment to first class customer service.
- Desirable:
- Knowledge of London with a focus on Stratford and the surrounding area
- Ability to use full range of Microsoft applications inc. Word, Excel, PowerPoint, Outlook.
Working Hours - 40hrs
Salary - £30 - £35k
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Please see our Benefits Booklet for more information.
