Centre Operations and Estate Manager

Are you ready to lead in one of the UK’s most iconic retail destinations? We’re looking for a driven and experienced professional to join our Centre Management team at Westfield Stratford City as Centre Operations & Estate Manager. In this pivotal role, you’ll be at the heart of our day-to-day operations, helping shape the customer experience and ensuring the centre is maintained to the highest standards. This is a fast-paced, high-profile environment where your leadership will directly impact visitor satisfaction, tenant success, and the overall performance of the centre. If you're passionate about operational excellence and thrive in a dynamic setting, this is your opportunity to make a lasting impact and be part of an innovative, forward-thinking team. What you will be doing… Operational Excellence Take the lead in driving centre standards, collaborating with all supply partners to deliver operational excellence, focusing on all areas of the asset, including the Mall, back of house, external realm and the car park, ensuring our service providers deliver all operational policies and control procedures. Ensure compliance with health and safety regulations, continued improvement for certification of ISO45001 and ISO14001, conduct risk assessments, implement safety measures, and foster a safe environment for all employees, tenants, and visitors to the asset. Undertake duty management responsibility. Assist in the co-ordination of emergency situations and crisis management to ensure business continuity is retained. Responsible for the smooth and efficient operation of the Car Parks, driving revenue and ensuring excellent standards, world-class customer care whilst maintaining a safe environment. Have a comprehensive understanding of all car park equipment including operational procedures, service level agreements ensuring an elevated level of service is maintained and delivered. Review, report and communicate on key performance indicators and service level agreements with all relevant service providers. Identify and present innovative project proposals for driving footfall and revenue to secure support from senior management through the presentation of viable and compelling business cases. Develop and deliver a framework which supports tenant and centre performance achieving complete alignment between UK centres on all operational matters to ensure key stakeholders are kept up to date and have information easily accessible. Create a retailer and tenant relationship communication strategy that manages expectations and encourages support for centre objectives, creating a positive perception of the Westfield brand. Fully utilise URW Connect to drive aid engagement, turnover collection, and communication Support the GM & AGM in annual budget forecasting, ensuring financial management across all Centre Operations Budget lines is monitored closely and reviewed quarterly with Finance. Managing the impact on retailer occupancy costs, resolving service charge queries, controlling and minimising the impact of retailers at risk, whiles supporting Shared Services in achieving a zero-debt target. Extraordinary Experiences Holding ultimate accountability for guest experience, managing the Guest Services & Car Park contract to deliver world class customer experience to our visitors. Carrying out monthly SLA meetings, and Quarterly reviews to identify areas of opportunity and setting annual objectives to drive innovation. Understand the drivers for the centre’s Net Promotor score and drive initiatives to ensure we outperform industry and company benchmarks. Work with the Marketing and Events teams to create memorable experiences that are forward thinking, diverse, inclusive, and set the asset apart from competitors. Identify and present innovative project proposals for driving footfall and revenue to secure support from senior management through the presentation of viable and compelling business cases. Work with Marketing to deliver a loyalty programme that drives return visits whilst protecting revenue. Utilise the URW Connect App to drive operations and connect the tenants with local businesses and residents. People Lead the Tenant and Car Park Operations Managers by providing clear communication, coaching and management ensuring daily operations, business and personal objectives are set and achieved. Support the GM and AGM in the execution of the centre’s business plan objectives. Conduct direct report performance reviews and ensure that all staff have a regular review in line with company policy. Ensure all employees comply with corporate personnel policies and applicable laws. Managing stakeholders, collaborate with Leasing, Legal, Retail Design and Retail Delivery in the execution of store closures and openings, managing the timeline and process to optimise delivery of income. Work with the Westfield Rise team in the smooth co-ordination of mall including kiosks, retail, experiential, media, brand partnerships and other sources of income to deliver financial and business objectives whilst maintaining the high standards expected of a flag ship asset. Develop strong relationships with key external stakeholders and partners– including council, local businesses, and office tenants to drive Westfield Stratford City in the local community and identify opportunities to benefit the asset. What skills, experience, and knowledge will you need to be successful? Experience in senior people management role Retail experience, knowledge and understanding Understanding of consumer trends and how this is translated into the shopping mall environment Strong people manager who can effectively achieve results through teams Commercial experience and acumen Evidence of strong and effective communication skills, written and verbal Ability to think and plan strategically Ability to influence and engage stakeholders Who are we? At Unibail-Rodamco-Westfield (URW), we develop and operate a portfolio of sustainable, premium, mixed-use real estate assets across Europe and the United States. Driven by our purpose to Reinvent Being Together, we are committed to accelerating urban regeneration and rethinking how we live together in cities. Today, 2,000 dedicated individuals are working together to reshape the future of real estate and shopping centres by creating innovative, engaging spaces that truly redefine community connections. Our flagship destinations are more than just places; they're the heartbeat of the community. We empower our employees to make a real impact through volunteering, DE&I programs, and leading ESG efforts. URW is at the forefront of experiential entertainment, constantly pushing boundaries to craft unforgettable in-person and digital experiences. By surprising and delighting our customers, we create magical moments and reinvent togetherness in every interaction. Within our Northern Europe Region - spanning the Netherlands, Denmark, Sweden, and the UK - we own and manage eight exceptional assets. These include Westfield London, Westfield Stratford City, Westfield Mall of the Netherlands and Stadshart Amstelveen. Why work for us: We put people development and learning at the heart of what we do. We'll help you master your role, build your technical skills, and take advantage of top-notch management and leadership programs. From face-to-face workshops to our global online learning resources, we encourage you to make learning a part of your daily routine. We offer a fantastic pension plan, bonus scheme, and plenty of other incentives. We also prioritise your health and wellbeing, training employees as mental health ambassadors to support and educate our team. Plus, you can sign up for medical and dental insurance, gym discounts, health check-ups, and more. Want to know more about what it's like working at URW? Visit our site: https://www.urw.com/join-us/life-at-urw. What Matters to Us: At URW, our purpose is to Reinvent Being Together, reimagining how people and communities connect, socialise, and experience dynamic moments in unique and meaningful ways. We are proud to promote equal opportunities and embrace diversity in profiles, experiences, and skills. At URW, we believe that diversity is the cornerstone of our success, and we are dedicated to fostering an environment that respects, values, celebrates, and leverages individual differences to their fullest potential. We evaluate each application with fairness and without discrimination based on disability, age, gender, origin, religion, sexual orientation, or any other legally protected characteristics. Our commitment is to provide equal access to our services for everyone. If you require any adjustments for your interview, please let us know in advance, so we can support you accordingly. As part of our commitment to maintaining a safe and trustworthy working environment, we conduct comprehensive security checks on all employees prior to their start date. These checks may include identity verification, employment history, and criminal record screening, in accordance with applicable laws and regulations. Join us and be part of a team that's making a real difference in your local communities #J-18808-Ljbffr