Key point of contact with tenants to build long-term and sustainable relationships
Key point of contact for tenants regarding commercial related topics: sales performance evaluation & support, communication, Tenancy & House Rules compliances and obligations and other general or operational enquiries.
Tenant’s contact point between CMO and SO.
Support CMO and Service Office to coordinate trainings programs for tenant with aims at increasing customer service level and business performance in Centre.
Organize tenant’s engagement event or meetings on regular intervals.
Conduct business review meetings with tenants for performance improvement.
Jointly develop and implement the Centre’s offer development Lease Strategy and Yearly Lease Plan with SO Leasing Centralized Tenant Management Team.
Contribute in goal setting, planning and implementing for casual leasing rent projection and tenant mix plans
Consolidate, analyze and evaluate tenant's monthly gross sales performance and recommend necessary support to retain and sustaining tenant.
Recommend changes towards policies and procedures for continuous improvement.
Ensure Ikano Centre Management System (ICMS) maintain with updated Tenant's database at all time.
Establish and maintain comprehensive/updated Tenants’ Relation Management database and filling system for all tenants (i.e. sales information, licenses, permits, insurances, agreement and other correspondences).
Monitoring Tenancy/License Expiry for both inline, kiosks and casual leasing and ensure timely renewal
Consolidate, analyses and recommend on tenants’ rebate and waiver request with relevant department in CMO and SO.
Conduct, monitor and analyze local retail market and competition.
Responsible for the leasing of Casual Leasing (i.e. ATMs, Vending Machines, Telco’s Base Stations, Rest & Relax and other designated common area leases to be determined). To develop joint effort with SO in leasing of Push Carts and Kiosks and work towards full takeover.
Responsible for delivering income for Casual Leasing as per budget, follow-ups and forecasting.
Responsible for budgeting and forecasting on income & profitability, deliver income goals of Casual Leasing (i.e., push carts, storages, ATMs, vending machines, pop-up stores, external signage, and other designated common area leases).
Co-ordination within CMO and SO on tenants’ related topics.
Support to Operations in terms of tenant’s adhering to Centre’s House Rules, Agreements and other required manuals.
Attending, planning, partaking and organizing in various projects, meetings and presentations.
Support and contribute in Tenant Mystery Shopper Survey for further execution of the action plans for improvements.
Support in delivering yearly Tenants Satisfaction Index (TSI), Customers Satisfaction Index (CSI) and Brand Awareness survey.
Undertaking the role of Duty Manager on weekends and Public Holidays.
Co-ordinate and assist Finance on refunds of deposit and collection of outstanding debts.
Coordination with Tenants Coordinator & Operations on premise mobilization for fit out/refurbishment.