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Croydon is a bustling town located in the south of London, United Kingdom. With a rich history and a diverse population, it has become a popular destination for both residents and visitors alike. One of the key attractions in Croydon is its shopping centres, namely the Whitgift Centre and Centrale.

URW is currently engaged in master planning for the future of its Croydon Estate which includes Whitgift Centre and Centrale and occupies the bulk of Croydon town centre. URW or Unibail-Rodamco-Westfield is one of the world's leading commercial real estate companies specialising in the development, management and operation of shopping centres. With a global presence, URW has a diverse portfolio of iconic retail destinations in major cities across Europe and the United States.

URW is known for its commitment to creating exceptional experiences for shoppers combining premium retail offerings with innovative design, entertainment and dining options. The company places a strong emphasis on sustainability and community engagement, aiming to create spaces that not only cater to the needs of consumers but also contribute to the socioeconomic fabric of the surrounding areas.

URW's expertise extends beyond traditional retail centres as they have ventured into mixed-use developments that integrate residential, office and leisure components. This approach reflects their vision of creating vibrant and dynamic environments that serve as destinations for people to live, work and play.

With a track record of successful projects and a focus on delivering quality experiences, URW continues to shape the future of retail and redefine the concept of modern shopping centres. Through their innovative approach and global perspective, URW remains at the forefront of the commercial real estate industry, consistently adapting to evolving consumer needs and market trends.

Responsible for

The leadership, business and operational management of Whitgift Centre and Centrale (The Centres), car parks & Ancillary Buildings and to improve the Estate’s potential with a clear focus on improving asset performance through the delivery of the business plan and best practice with a strong focus on safety and compliance of operating and vacant spaces. The building and leveraging of local stakeholder relationships will be key for this role including with other URW schemes in London.

Primary Purpose of the role

To advance and contribute to the asset management strategy and centre business plan. Lead the team to deliver high and efficient standards of onsite management, in maintaining the Estate’s position as a best in class, desirable, safe and progressive environment for occupiers and customers.

Key Responsibilities

• Continue to improve the quality of the retail environment ahead of and during the potential redevelopment phase

• Lead, develop and inspire the Estate Management team

• Work closely with the marketing team to optimise and ensure delivery of the marketing strategy. To build and maintain effective relationships with all Occupiers in the scheme

• Work with The Centres Team on reporting and benchmarking of Occupier performance and turnover within the Estate

• Undertake Annual Tenant/Occupier compliance audits and manage risk accordingly

• Create an ambassadorial role in local industry business groups, Local Authority and community/civic stakeholder meetings including representing the Estate at local BIDs meetings and any other relevant association meetings, during a critical phase in the client’s longer-term ambitions

• Drive additional income generation via commercialisation activities in conjunction with the Commercialisation Manager and URW’s Specialty Leasing team

• Optimise net operating income from the car parks

• Collaborate with the client to develop and continually refine the business plans to ensure outstanding business results are delivered over time

• Annual Business Planning and monthly reporting on performance

• Review and propose opportunities for cost control and efficiencies

• Management of the car parks linked to the Estate. This will include analysing the current income with reference to the current economic climate and the competing parking in the surrounding areas and accurately prepare the annual operating and CAPEX budgets for the car parks and implementing within the given timeframe. Periodically review and recommend tariff charges for the car parks

• Management of contractor/supplier relationships, performance, and key staff

• Overall responsibility for Health & Safety and Environmental Management

• Propose capex projects relating to operational requirements and oversee the management of all major / projects works delivered by the Client or JLL project teams

Key Skills

• 5-10 years of Management experience gained within a high-profile retail estate environment

• Have a strong retail background and understanding and the ability to appreciate different Occupiers and the challenges they face

• Be able to demonstrate a broad knowledge and approach to addressing the key business challenges facing both the retail market and the Estate faces in the current environment and potential future trends

• A proven track record in managing onsite / in-house management teams

• Experience of managing major CAPEX and service charge projects

• Ability to build and deliver a stakeholder communication strategy throughout the development phases – be able to sell the vision

• Demonstrate high degree of technical competence (via degree or recognised diploma)

• Demonstrate ability to support change related initiatives and to determine what expertise and resources are required to resolve problems quickly and efficiently

• A detailed understanding of financial management, profit & loss, and IT skills

• Ability to communicate at board room level and contribute to identification and evaluation of potential solutions to the problems based on the facts, assessment of risk and awareness of desired business objectives

Managing Agents

JLL is responsible to the Landlord for the general administration, operations and management of The Centres. As such it is concerned with providing high-quality customer service and the maintenance/management of common areas, the services and facilities and ensuring that tenants fulfil their covenants and obligations as laid down in their individual lease and the Shopping Centre Regulations. In addition, the Managing Agent is responsible for administering service charge accounts at The Centres and oversee and manage on site employees.

Teamwork

The intention is that the Estates Director, Management team and Clients / Owners will operate as a united team to operate the estate as an effective trading proposition and a profitable business aimed at maximising Client investment income and delivering a successful redevelopment plan.

The Estates Director Responsibilities

The Estates Director will advance and contribute to the development of the Destination, including ‘meanwhile’ activations and to play the central role in delivery of high and efficient standards of onsite management and care, in maintaining the position in the locality as a desirable, safe and progressive environment for Occupiers to trade in and customers to shop, visit, live and work in.

Reporting

The Estates Director will provide accurate and timely compilation of accounting, turnover, trading, car park and footfall and benchmarking data for the presentation of monthly reports and documentation for the Landlord and respective parties; formal recommendations and reports as required to support strategic and management recommendations; KPI reporting against agreed best practice compliance targets as required and minutes of meetings and circulate as agreed.

Customer Relations

The Estates Director will proactively engage with customers, ensuring their needs and concerns are promptly addressed to guarantee a positive and seamless experience. Dedicated to providing exceptional customer care, the Estates Director will prioritise open communication channels, actively listening to customer feedback and taking swift action to enhance their satisfaction. By cultivating a customer-centric approach, the Estates Director will foster strong relationships, build customer loyalty and establish the shopping centre as a preferred destination known for its outstanding customer care.

Contractors and Suppliers

The Estates Director will ensure the appropriate management and control of all contract staff and the delivery of service standards within JLL / Client Procurement agreements. Ensure team overall delivers to client satisfaction.

Occupier Relations

The Estates Director will foster close and professional relations with all occupiers (particularly those that anchor the scheme) customers and local stakeholders and provide assistance whenever necessary to resolve problems and answer queries and achieving at all times high levels of customer satisfaction.

The Estates Director will monitor trading performance and demonstrate detailed knowledge of turnover figures across the asset.

The Estates Director will ensure that occupiers comply with occupation obligations of leases and immediately report any breaches to the Property manager and agree actions to resolve. Facilitate regular occupier forums / meetings, maintain strong communication and ensure compliance is audited and reported for all tenants.

Additionally, the role will support the business in establishing and playing a key role in the development of new initiatives and participation in the wider business and public community eg liaising with Local Residents Associations etc. The Estates Director will act as an ambassador for the scheme and the Client within the industry.

Marketing

Manage the onsite Marketing Manager and work with the clients Marketing Agency to the develop of promotional activities and large-scale events with a view to gaining as much media coverage as possible, including opportunities to generate income. To play an active role in the development of media relations and digital platforms to drive footfall and promote a positive progressive business.

Financial Control

Procurement, Invoice coding and approval - To be ultimately responsible for ensuring that all invoices within service charge are approved at the Destination and coded to the appropriate expense code via the team onsite and JLL service charge team.

Service Charge & Client Recoverable Budgets - The Estates Director will have constant regard for value for money with all expenditure and constantly strive to drive margins through effective cost control and efficiency whilst improving productivity and quality of services. To have an awareness of the financial impact of service costs on occupational tenants in light of the current economic climate and to constantly review.

To accurately prepare the annual service charge budget for presentation to the Client in line with approved time frames. The service charge will break down all of the total expenditure into an item-by-item budget along with any Planned Preventive Maintenance (PPM) work. The draft budget will be submitted to the Property Manager and thereafter the Client / Owner for approval.

Team Development

To be responsible members for the site teams performance, support their career development and foster an environment that facilitates wellbeing and DE&I through ownership and accountability.

Communications

Under the guidance of the Estates Director, the Estate team will receive regular updates on ongoing and upcoming activities and projects within the Destination, ensuring that all members are well-informed.

The Estates Director will also be responsible for promptly notifying JLL and clients of any potential issues that could significantly affect the Destination, JLL or clients. All communication with the media will be conducted in adherence to the media policies and consultants approved by the JLL and clients.

Additionally, the Estates Director will actively represent and promote the Estate to external stakeholders, including the local authority in support of community engagement and delivering the client’s vision.

Health and Safety

In collaboration with other team members, the Estates Director ensures that the Estate operates in full compliance with all relevant health and safety and environmental legislation and regulations. By following established procedures and working towards defined targets, the Estates Director upholds a safe and sustainable environment.

Taking personal responsibility for the well-being of oneself and others affected by Estates Director actively contributes to a culture of safety. Furthermore, the Estates Director cooperates with JLL to ensure full compliance with legal obligations related to health, safety, environment and welfare matters.

It is important for the Estates Director to familiarise themselves with JLL's policies and arrangements pertaining to health, safety, welfare, fire safety and the environment.

Additional Responsibilities

• To assist the client’s letting and other professionals, representatives appointed or representing the Client or JLL in the execution of their transactions and tasks. This may include amongst others providing plans, communicating data, co-ordinating the site visits, assessing shop fit-out / alterations proposals for site impact, entertaining prospective occupiers, providing data including pedestrian footfall and undertaking any other reasonable tasks deemed necessary by JLL or the Clients / Owners from time to time and as required in order to achieve the investment objectives of the Landlord

• To lead and manage retail delivery and compliance of all short-term incoming occupiers where significant structural works are required and with agreement from the client, engage JLL Building Consultancy team to support

• Ensure strong operational and risk management of all vacant spaces in line with JLL’s Health, Safety and Environmental policies and procedures

• To be a brand (Client, JLL and the Destination) ambassador within the wider community

• To provide strategic assistance into any proposed development or refurbishment of the Estate or parts thereof

• Ensure the Estate Team observe the client’s ESG Policy which sets the standards that all areas of the property must adhere to. The policy is in place to ensure that the client maximises the environmental performance and investment opportunities and minimises the adverse impacts their Real Estate activity has on the environment

Location:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements. We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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