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Centre Director

Luton Point has held its position at the heart of the community for over 50 years. This is an exciting time for the Town with investment and development surrounding the centre, providing opportunities for growth, innovation and transformation.

Role Purpose

To be a recognised leader within the community, leveraging strong relationships with key stakeholders to drive Centre performance and future growth.

Lead the on-site team to deliver on the asset plan and meet the challenges of financial efficiency, whilst delivering effective management of all operational requirements.

The client strategy is for investment growth specifically within retail so a collaborative approach with the wider client portfolio team will be essential.

Role Specific Particulars

Lifecycle investment will see a number of operational projects in coming years requiring a confident approach to risk management, strategic operational and financial performance. Optimising the commercial vitality, viability and performance of the shopping centre through the implementation of innovative marketing, customer centric strategies.

The Centre Director leads a direct team of seven including operations, marketing and finance functions. Supporting a wider team of service partner colleagues.

Key Responsibilities

People

• Develop and nurture a positive team working environment with Asset Services colleagues. Advise and regularly update Operations Director with regards to general team performance, recruitment challenges and development issues etc.
• Ensure the team are fully engaged with the Centre's business plan and strategic direction, implementing plans to improve employee engagement as appropriate.
• Ensure adherence to Company policies, processes and procedures across the Centre.

Commercial

• Develop successful working relationships with key stakeholders, notably the Client, to ensure a productive and effective working partnership. To pro-actively develop an extensive network of contacts, to include decision makers and influencers within the local private and public sector. In particular, to build productive relationships within the local Council in view of any potential redevelopment of the Centre.
• Contribute to the preparation of the business plan and ensure specific asset objectives and initiatives are implemented as directed.
• Manage and operate the Centre as a commercial business venture in accordance with the agreed Asset strategy, taking relevant actions to protect the value of the asset.
• Regularly monitor, evaluate and report on the performance of the Centre through key performance indicators, including turnover, occupier trading performance, footfall, void rates, non-rental revenue generation etc.
• Contribute to letting strategy/tenant mix strategy and facilitate enquiries from prospective occupiers.
• Implement and support agreed Brand values as applicable.

Marketing & PR

• Oversee the delivery of an agreed marketing strategy.
• Encourage maximum positive local press and media coverage through the management of good press relations and acting as the local spokesperson, as required.
• Maintain awareness, influence, monitor and report on City Centre management issues, activities and initiatives that may affect the Centre.
• Participate in and influence local community matters for the benefit of the Centre through local chambers of trade and other relevant bodies. Inform surveying colleagues of any matters regarding the local/regional economy, transportation and planning issues that may affect the performance and capital value of the Centre.
• Regularly monitor and report on competition activity within the catchment area affecting the Centre including reviewing any significant planning applications submitted to the local planning authority.

Customer Service & Quality

• Work in partnership with service providers and the Operations Manager to ensure KPI's are met, standards of presentation are maintained and service improvements are implemented as appropriate.
• To monitor major work programmes, Planned Preventative Maintenance Programme (PPM), and any capital investment initiatives within the Centre, to ensure successful and timely completion.
• Develop and foster a "partnership" approach and maintain regular liaison with occupiers to optimise performance and ensure feedback on tenant performance is provided.
• Through the provision of high standards of customer facilities, services and bespoke initiatives, promote customer loyalty by exceeding customer expectations, encouraging repeat visits and increasing customer dwell time and spend.

Compliance

• Take ownership for the management of all statutory compliance/risk on site.
• Devise and implement an appropriate strategy to ensure compliance with CBRE's sustainability standards and Corporate Social Responsibility (CSR) obligations.
• Maintain and review as necessary the crisis management, major incident and business continuity plans, ensuring retailers and the centre team are fully briefed on emergency procedures.

Person Specification/Requirements

• Proven track record of developing and managing a high performing team.
• Experience of delivering financial targets.
• Proven ability to understand and interpret the local market environment and formulate business development plans accordingly
• Proven track record in Centre Management with extensive experience within the shopping centre management industry.
• IOSH or NEBOSH, preferred.
• BCSC Diploma in Shopping Centre Management or similar industry qualification, preferred.
• Displays RISE (Respect, Integrity, Service & Excellence) values.