mall operation executive

1. Tenant, Customer & Leasing Management:

 Facilitate the handover and takeover of shop units to and from tenants, including

key management and initial unit inspection.

 Conduct site viewings of available lots for potential tenants.

 Proactively research and identify potential new businesses that align with the mall's

tenant mix strategy and target audience. Plan and suggest suitable tenant

replacements to management.

 Serve as a primary point of contact for tenant and customer complaints, concerns,

and requests. Investigate issues thoroughly, implement e􀆯ective solutions, and

ensure they are resolved promptly and to the satisfaction of all parties.

 Prepare and distribute o􀆯icial memorandums (memos) to tenants regarding mall

policies, updates, and formal communications.

 Manage the process of sealing lots due to non-compliance or lease termination.

2. Administrative & Credit Control:

 Work closely with the Finance department on credit control matters for tenant

accounts.

 Compile, analyze, and distribute regular reports related to tenant arrears, payment

status, and credit control activities.

 Issue formal communications and letters to tenants regarding rental arrears and

payment reminders.

 Maintain accurate and organized records of all tenant and customer

communications, complaints, memos, and reports for audit and reference

purposes.

3. Marketing & Event Support:

 Provide operational support for mall marketing events and promotions.

 Coordinate the logistics for event setup, including liaising with vendors, suppliers,

and internal teams.

 Manage the coordination and placement of vendor-operated machines (e.g.,

vending machines, kiddie rides) within the mall.

 Act as an operational liaison during events, addressing any tenant or customer

complaints that arise to minimize disruption.

4. Facility & Operations Management:

Oversee the day-to-day operational services to ensure a clean, safe, and pleasant

environment for shoppers and tenants. This includes monitoring and managing the

performance of external service providers for:

 Security Services: Ensuring adequate coverage, monitoring incidents, and upholding

safety protocols. Address security-related complaints from tenants and customers.

 Cleaning & Hygiene Services: Maintaining high standards of cleanliness throughout

common areas, restrooms, and back-of-house. Promptly investigate and resolve

complaints regarding maintenance and cleanliness.

 Pest Control: Scheduling and monitoring regular pest control treatments.

 Waste Disposal: Managing the e􀆯icient collection and disposal of mall waste.

 Landscape Maintenance: Overseeing the upkeep of all interior and exterior

plantscapes.

 Car Park Monitoring: Supervising the e􀆯iciency, safety, and security of the mall's car

park facilities. Liaise with parking operators to address customer complaints regarding

faulty barriers, payment systems, congestion, and security.

5. Utility Management:

 Compile and submit monthly meter reading reports for common area utilities.

 Assist in monitoring mall utility consumption and reporting any discrepancies.

Qualifications and Skills:

 Diploma or Bachelor's degree in Business Administration, Real Estate, Facilities

Management, or a related field.

 Proven experience (2-3 years) in mall operations, property management, or a related

customer-facing role.

 Proven experience in handling and resolving customer and tenant complaints

with tact, empathy, and e􀆯iciency.

 Strong analytical and reporting skills, with high proficiency in Microsoft Excel.

 Excellent verbal and written communication skills, with experience in drafting

formal correspondence and reports.

 Strong interpersonal and negotiation skills to e􀆯ectively manage tenant and

customer relationships.

 Highly organized, detail-oriented, and able to manage multiple tasks and deadlines

simultaneously.

 Ability to work independently and as part of a team in a dynamic environment.

 Strong problem-solving skills and a proactive approach to preventing issues.

 Market research and analytical skills to identify retail trends and potential tenant

opportunities.