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Queensgate Shopping Centre

Objective of role 

To establish and manage productive relationships between retailers & head offices, the shopping centre management team and onsite staff, the managing agent, asset manager and any city centre retailers. To collect and analyse trading intelligence, centre performance statistics and other data and ensure that this information is reported regularly to all parties. This should be communicated to the Centre Director and marketing function in depth to ensure that suitable responses are developed to support retailers and the centre.

Delivery will be in line with JLL best practice standards to ensure the highest standards of management to the Centre.

Team structure

The Retail Liaison Manager will report to and seek direction from the Centre Director, taking guidance as appropriate and work in partnership with the Marketing Executive.

Key responsibilities and deliverable 

· Management, collection & knowledge of all data and information regarding centre retailer performance (LFL, total sales, ATV, sales densities, sustainability ratio’s, store ranges, conversation rates, merchandising frequencies, turnover top up stores)
· Manage and monitor the flow of key indicators from retailers & understanding their business needs
· Desktop research of national retailer performance
· Establish a productive relationship with retailers, area managers and head offices to provide them with a regular informative review of trading performance
· Provide the Centre Director and team with periodic reporting of retail performance and centre statistics
· Collaborate with the centre marketing team and retailers to develop consumer facing marketing responses to trading performance. (maintaining contact details in order to develop working relationships)
· Generally, manage centre communication with the retailers, manage the monthly/ quarterly retailer meetings as direct by the Centre Director, invite guest speakers and encourage attendance and support the monthly newsletter and other communication documents for store managers and staff in partnership with the centre marketing department
· Encourage retailer participation in centre initiatives through the marketing team and assist the marketing team to collect feedback after events
· Fulfil the post of Duty Manager on a regular basis and all related responsibilities
· Ensure the retailer handbook is kept updated working with all centre departments
· Monitor the retail comings and goings within the city and the regional competition
· Monitor the retailers for lease compliance, champion core trading hours and report to the Centre Director accordingly
· Develop a welcome pack to new retailers and induct the new store manager/ team before the store opens
· Maintain and encourage centre’s gift card and staff discount scheme
· Take the centre lead on any centre participation on retail apprenticeships
· Manage the Retailer Awards (If applicable)
· Assist the Commercialisation team ensuring a high standard of presentation and merchandising at all times
· Understand the centre remote storage and retailers’ potential requirements
· Respond to customer comments in liaison with the appropriate department/retailers, finding permanent solutions to resolve recurring issues.
· Manage the Information desk and have a full understanding of the team’s roles and responsibilities, along with the operating procedures. Develop these services by way of best practice or industry lead changes
· To support the customer service training programme within the wider team and to specifically take the lead with the Customer service team at the information desk
· Actively promote retailer engagement with Centre Retailers Association (QCA)
· Take the lead in providing the QCA with up to date information and Board meeting presentations
· Develop relationship with external stake holders within the City/ region
· Liaise with marketing and Communications Manager to ensure that all opportunities for positive PR in relation to retail activities are exploited.
· Adhere to all company Health & Safety policies and procedures
· Attend any training and development courses as necessary
· Adhere to all company policies and procedures
· Undertake any other reasonable duties as required to meet the needs of the business

Experience, knowledge and qualification requirements

· Retail Management qualification (NVQ/City & Guilds/etc)
· Must have a solid background in different levels of retail management across a variety of categories
· Must be confident with extensive retail data analysis and trends
· IT Literate
· Maths and English GCSE/ O’Level or equivalent

Competencies and attributes

· A good communicator to a variety of audiences
· Autonomous approach to workload and self-motivating
· Strong organisational skills – an ability to work without close supervision and prioritise
· The confidence to establish a dialogue with anyone internal or external to the business
· Strong customer relations skills and an ability to integrate with a diverse and changing environment
· Ability to positively interact with key stake holders.
· Strong communication skills, both verbal and written.
· Able to work on own initiative, to listen and willingness to learn.
· Ability to demonstrate utmost discretion when dealing with all sensitive and confidential information
· Ability to multi-task in a fast moving environment

To apply, please email you CV to [email protected]