Our client is seeking a General Manager to provide strategic and operational leadership for Liberty Town Center, an award-winning town center that has become a regional attraction. The General Manager will have overall responsibility for maintaining the physical integrity of the Center inclusive of all operations and management of the related teams supporting the property. This leader will ensure the creation of an environment that enhances customer satisfaction, drives tenant sales and positions the property for continued growth. This leader will leverage the Center’s style, brand and culture to enhance every aspect of visitor attraction and experience. Additionally, this leader will design, inspire and execute a connection between the Center and the visitor, enabling the Center to utilize as many senses as possible through interactive, transactional and memorable experiences.
Direct and supervise the activities of all property employees, ensuring tasks are completed timely and within budget.
Promote a culture of high performance and continuous improvement that values learning and a commitment to quality.
Ensure best in class practices are in place to attract, recruit and retain a high-performance team.
Establish a system to ensure team members receive timely and appropriate training and development.
Provide regular feedback to employees through annual performance objectives, mid-year reviews, annual reviews, and other communication mechanisms.
Lead managers in the development of priorities to achieve sales and traffic goals.
Evaluate the performance of the team against the plan in terms of customer, operational and economic impact.
Develop and maintain competitive knowledge and expertise in areas of products, business strategies, industry trends and other intelligence.
Create, build and manage an amazing end-to-end customer experience program, working with stakeholders across the organization to ensure a consistent experience across all customer touch points.
Implement a platform for capturing and measuring the customer experience. This includes establishing avenues for shoppers to provide suggestions, feedback and concerns to management teams as well as creating a formalized structure to capture and share customer service best practices.
Ensure each customer becomes a dedicated shopper.
Through direct or indirect oversight, lead a team of customer service professionals that enhance the shopping experience for guests to the property.
Develop and implement approved procedures and systems across all mall functions to ensure smooth coordination and cooperation among various internal departments, facilitate business needs and deliver positive customer and tenant experiences.
Coordinate the operational aspects of the property in a manner that protects, maintains and improves the value of the owners’ assets.
Implement preventive, ongoing and anticipated maintenance/repair programs.
Provide in-depth knowledge of local market opportunities and issues that may impact the development and successful execution of the Center’s overall goals.
Develop a structured business plan for the Center covering all key components of the operation.
Utilize an inclusive approach to decision making, leveraging perspectives from a diverse group of constituents while remaining committed to decisiveness after a comprehensive evaluation.
Accountable for thorough knowledge of area markets including all competitive properties and area demographics.
Develop and maintain an appropriate level of involvement in community affairs and activities representing the property’s interest.
Oversee strategic marketing plan and maximize efforts to drive traffic and sales.
Through effective leadership of the marketing function, maximize community relations with outside tourism and business contacts and cultivate relationships that drive traffic to the Center.
Review, maintain and administer lease contracts to ensure tenant obligations to ownership are enforced and ownerships obligations to tenants are met. Assist all tenant move-in and move-out activity.
Support tenant construction with contractors, tenants, and
Seek opportunities to drive incremental revenue through cart leasing, kiosk leasing, vending and other sales opportunities.
Ensure that specialty leasing renewals notices are communicated in a timely manner.
Financial Performance and Reporting
Prepare operating financial reports on a monthly basis, or more frequently as needed, with senior leadership; make recommendations for improving the net operating income and cash flow for each property.
Determine opportunities to improve tenant recovery ratios.
Manage property’s capital to budgeted levels.
Direct the timely preparation and implementation of all financial reports including budgets, monthly and quarterly reports, sales reports, variance reports, cash flow analyses and forecasts.
Monitor the collections of all rents and execute appropriate collection processes.
Preparation of operating budgets for properties and assist in annual tenant account reconciliations.
Research and review historical information, prior year budgets and initiate any corrections if required. Review annual property tax statements.
Collect, analyze and communicate sales results from tenants and adhere to a strict reporting schedule including daily, weekly, bi-weekly, monthly and quarterly information submissions.
Ensure proper financial and administrative controls are effectively implemented.
Key Qualifications, Competencies and Attributes
Bachelor’s Degree in business administration, hotel administration, marketing or related field
Minimum 10 years’ experience in shopping center, hotel management or equivalent customer service management experience
Experience at the senior management level in a customer facing role
Capability to envision a future state of an organization and map the vision to a long-term strategy
Proven ability to bring fresh ideas and innovative solutions in a rapidly changing environment
Demonstrated ability to build and motivate high-performance teams
Proven success in strategic and business planning
Ability to think critically and problem solve in a fast-paced, entrepreneurial environment
Executive level communication and interpersonal skills with a track record of facilitating executive meetings and advising business leaders
Strong organizational skills
Self-motivated, creative and resourceful
Excellent time management and ability to prioritize to meet commitments
About Poline Associates
Poline Associates is an international executive search firm specializing in the shopping center industry.We serve property owners, developers, retailers and service providers who are seeking remarkable talent and work to align them with candidates who are eager for new growth opportunities. Since 1979, our team has been connecting companies and candidates with a commitment to integrity and client satisfaction—making us the industry’s most trusted leader in recruitment.