General Manager (Mall Operations)

The General Manager for Mall Operations is responsible for the strategic leadership, operational excellence, and financial performance of the mall. This role oversees all aspects of day-to-day operations, including tenant management, customer experience, leasing support, facilities and security, marketing initiatives, and profitability. The GM ensures the mall operates smoothly, safely, and in alignment with corporate goals while providing a high-quality experience for tenants, customers, and stakeholders.

Key Responsibilities

1. Strategic & Operational Leadership

Develop and implement the mall’s operational strategy in line with corporate objectives.

Monitor and evaluate performance metrics to ensure continuous improvement and operational efficiency.

Lead cross-functional teams (security, housekeeping, engineering, leasing support, admin).

2. Tenant Relations & Leasing Support

Build and maintain strong relationships with tenants to ensure high retention and satisfaction.

Collaborate with the Leasing team to support tenant sourcing, onboarding, and renewals.

Address tenant concerns promptly and professionally.

3. Facility & Property Management

Ensure the upkeep and safety of the property, coordinating with engineering and maintenance teams.

Oversee preventive maintenance, asset management, and emergency protocols.

Ensure compliance with all health, safety, environmental, and local government regulations.

4. Financial Management

Prepare and manage the annual operating budget and monthly financial reports.

Control operating costs while ensuring high service standards.

Monitor collections and coordinate with finance and legal for delinquent accounts.

5. Customer Experience & Marketing

Ensure excellent customer service and visitor experience across all mall touchpoints.

Coordinate with Marketing to plan and execute mall events, promotions, and seasonal campaigns.

Gather and analyze customer feedback to improve mall services.

6. Team Leadership & Development

Manage and develop a team of department heads and support staff.

Conduct regular performance reviews, trainings, and team-building initiatives.

Foster a culture of accountability, innovation, and service excellence.

Qualifications

Bachelor’s degree in Business Administration, Real Estate Management, Hospitality, or related field (Master’s degree is an advantage).

At least 8–10 years of progressive experience in mall or property management , with 3+ years in a senior leadership role.

Strong knowledge of retail operations, property management, and facilities maintenance.

Excellent leadership, interpersonal, and stakeholder management skills.

Proven track record in budgeting, cost control, and driving profitability.

Strong problem-solving, crisis management, and decision-making abilities.

Familiarity with local government regulations, building codes, and safety compliance.

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