Assistant Manager Retail Operations (UAE Nationals)

About The Role

Responsibilities

• **Retail Operations Management**
• Oversee daily mall retail operations to ensure smooth functioning of all retail outlets and common areas.
• Monitor operational standards, cleanliness, ambience, safety, and customer service levels across the mall.
• Ensure adherence to mall operational policies, SOPs, and brand standards.
• Coordinate with facility management, housekeeping, security, parking, and maintenance teams for uninterrupted operations.
• Manage operational readiness during weekends, festive seasons, promotions, and special events.
• **Tenant Relationship Management**
• Act as the primary operational point of contact for retail tenants.
• Ensure tenants comply with mall operational guidelines, trading hours, visual merchandising standards, and safety regulations.
• Address tenant concerns, operational escalations, and service-related issues promptly.
• Conduct regular tenant meetings and operational reviews.
• Support tenant onboarding, store opening coordination, and fit-out processes.
• **Customer Experience & Service Excellence**
• Ensure high standards of customer experience across all touchpoints within the mall.
• Monitor customer feedback, complaints, and service recovery mechanisms.
• Implement initiatives to improve shopper engagement, convenience, and satisfaction.
• Coordinate with marketing teams during campaigns, activations, and events to ensure operational execution.
• **Compliance & Safety**
• Ensure compliance with statutory requirements, fire & life safety norms, and mall operational policies.
• Conduct periodic operational audits and risk assessments.
• Coordinate emergency response procedures and crisis management protocols.
• Ensure all retail units comply with health, safety, and operational regulations.
• **Revenue & Commercial Support**
• Support revenue optimization initiatives through operational efficiency and tenant engagement.
• Monitor retail occupancy operations and support leasing teams during store handovers.
• Track operational KPIs, footfall trends, customer service metrics, and tenant performance indicators.
• Assist in budgeting and operational cost control initiatives.
• **Team Coordination & Leadership**
• Coordinate cross-functional operational teams for efficient execution.
• Provide guidance and operational direction to support staff and vendors.
• Ensure vendor performance management and SLA compliance.
• Foster a collaborative and customer-centric work culture.

Qualifications

• Bachelor’s degree in Business Administration, Retail Management, Hospitality Management, or related field.
• MBA or relevant certification is an added advantage.
• 5–10 years of experience in retail operations, mall management, hospitality, or commercial property management.
• Experience managing multiple stakeholders and retail tenants preferred.

Required Skills

• Strong retail and mall operations knowledge
• Excellent stakeholder and tenant management skills
• Customer service orientation
• Problem-solving and decision-making ability
• Operational planning and execution
• Communication and negotiation skills
• Crisis and conflict management
• Leadership and team coordination
• Strong analytical and reporting capability