Centre Operations and Estate Manager

• Understand the drivers for the centre’s Net Promotor score and drive initiatives to ensure we outperform industry and company benchmarks.
• Ensure compliance with health and safety regulations, continued improvement for certification of ISO45001 and ISO14001, conduct risk assessments, implement safety measures, and foster a safe environment for all employees, tenants, and visitors to the asset.
• Managing the impact on retailer occupancy costs, resolving service charge queries, controlling and minimising the impact of retailers at risk, whiles supporting Shared Services in achieving a zero-debt target.
• Work with Marketing to deliver a loyalty programme that drives return visits whilst protecting revenue.
• Utilise the URW Connect App to drive operations and connect the tenants with local businesses and residents.
• Develop and deliver a framework which supports tenant and centre performance achieving complete alignment between UK centres on all operational matters to ensure key stakeholders are kept up to date and have information easily accessible.
• Have a comprehensive understanding of all car park equipment including operational procedures, service level agreements ensuring an elevated level of service is maintained and delivered.
• Holding ultimate accountability for guest experience, managing the Guest Services & Car Park contract to deliver world class customer experience to our visitors. Carrying out monthly SLA meetings, and Quarterly reviews to identify areas of opportunity and setting annual objectives to drive innovation.
• Identify and present innovative project proposals for driving footfall and revenue to secure support from senior management through the presentation of viable and compelling business cases.
• Conduct direct report performance reviews and ensure that all staff have a regular review in line with company policy.
• Support the GM & AGM in annual budget forecasting, ensuring financial management across all Centre Operations Budget lines is monitored closely and reviewed quarterly with Finance.
• Develop strong relationships with key external stakeholders and partners– including council, local businesses, and office tenants to drive Westfield Stratford City in the local community and identify opportunities to benefit the asset.
• Responsible for the smooth and efficient operation of the Car Parks, driving revenue and ensuring excellent standards, world-class customer care whilst maintaining a safe environment.
• Work with the Westfield Rise team in the smooth co-ordination of mall including kiosks, retail, experiential, media, brand partnerships and other sources of income to deliver financial and business objectives whilst maintaining the high standards expected of a flag ship asset.
• Work with the Marketing and Events teams to create memorable experiences that are forward thinking, diverse, inclusive, and set the asset apart from competitors.
• Ensure all employees comply with corporate personnel policies and applicable laws.
• Create a retailer and tenant relationship communication strategy that manages expectations and encourages support for centre objectives, creating a positive perception of the Westfield brand.
• Assist in the co-ordination of emergency situations and crisis management to ensure business continuity is retained.
• Managing stakeholders, collaborate with Leasing, Legal, Retail Design and Retail Delivery in the execution of store closures and openings, managing the timeline and process to optimise delivery of income.
• Lead the Tenant and Car Park Operations Managers by providing clear communication, coaching and management ensuring daily operations, business and personal objectives are set and achieved.
• Review, report and communicate on key performance indicators and service level agreements with all relevant service providers.
• Support the GM and AGM in the execution of the centre’s business plan objectives.
• Take the lead in driving centre standards, collaborating with all supply partners to deliver operational excellence, focusing on all areas of the asset, including the Mall, back of house, external realm and the car park, ensuring our service providers deliver all operational policies and control procedures.

Are you ready to lead in one of the UK’s most iconic retail destinations? We’re looking for a driven and experienced professional to join our Centre Management team at Westfield Stratford City as Centre Operations & Estate Manager.

As part of our commitment to maintaining a safe and trustworthy working environment, we conduct comprehensive security checks on all employees prior to their start date. These checks may include identity verification, employment history, and criminal record screening, in accordance with applicable laws and regulations.

• Experience in senior people management role
• Strong people manager who can effectively achieve results through teams
• Ability to influence and engage stakeholders
• Understanding of consumer trends and how this is translated into the shopping mall environment
• Retail experience, knowledge and understanding
• Evidence of strong and effective communication skills, written and verbal
• Ability to think and plan strategically
• Fully utilise URW Connect to drive aid engagement, turnover collection, and communication
• Commercial experience and acumen

We offer a fantastic pension plan, bonus scheme, and plenty of other incentives. We also prioritise your health and wellbeing, training employees as mental health ambassadors to support and educate our team. Plus, you can sign up for medical and dental insurance, gym discounts, health check-ups, and more.

We put people development and learning at the heart of what we do. We'll help you master your role, build your technical skills, and take advantage of top-notch management and leadership programs. From face-to-face workshops to our global online learning resources, we encourage you to make learning a part of your daily routine.