Job Description

We are recruiting for a real estate investment firm looking to scale up their portfolio especially in the retail sector.

Reporting to the Managing Director, this General Manager – Retail Mall Operations, Leasing & Marketing is responsible for the end-to-end performance of the mall, overseeing daily operations, driving leasing strategy and tenant relations, and directing marketing and promotional programmes that grow footfall, tenant sales, and net property income. You will be acting as the senior on-site representative of ownership, the General Manager sets the strategic direction for the asset, leads a multi-disciplinary team, and ensures the property is safe, well-maintained, commercially optimised, and positioned as a destination of choice within its market.

Leasing & Tenant Management

• Develop and execute the mall's leasing strategy, tenant mix, and merchandising plan to maximise occupancy, rental income, and footfall-driving categories.
• Lead negotiation, structuring, and renewal of lease agreements with anchor tenants, specialty retailers, and food & beverage operators.
• Monitor lease expiry profiles, tenant sales performance, and rental reversion trends; proactively manage tenant retention and renewal strategies.
• Build and maintain strong relationships with existing and prospective tenants, brand owners, and leasing agents.
• Work closely with the leasing team on space planning, tenant fit-out coordination, and handover processes.
• Track vacancy rates, rental arrears, and lease compliance; escalate and resolve tenant disputes as required.
• Analyse market trends, competitor positioning, and catchment demographics to inform leasing and repositioning decisions.

Marketing & Business Development

• Direct the development and execution of the annual marketing calendar, including seasonal campaigns, events, promotions, and tenant collaborations.
• Oversee brand positioning, digital marketing, social media presence, and loyalty/CRM programmes to drive footfall and shopper engagement.
• Manage the marketing budget and evaluate campaign effectiveness through footfall, sales uplift, and engagement metrics.
• Identify and secure sponsorships, media partnerships, and revenue-generating events to supplement mall income (e.g., atrium leasing, media/advertising space).
• Coordinate PR and communications efforts, including media relations and stakeholder communications.
• Champion the mall's brand identity and ensure consistency across all tenant-facing and customer-facing touchpoints.

Mall Operations & Facilities Management

• Oversee day-to-day mall operations, including facilities management, housekeeping, security, car park, and engineering/maintenance functions, ensuring a safe, clean, and well-presented environment.
• Develop and manage annual operating budgets and capital expenditure plans; monitor operating expenses, service charges, and utility costs against budget.
• Establish and enforce operational policies, standard operating procedures (SOPs), and service level agreements (SLAs) with vendors and outsourced service providers.
• Ensure full compliance with fire safety, building and workplace safety regulations, licensing requirements, and other statutory obligations.
• Drive continuous improvement initiatives in energy efficiency, sustainability, and building management systems.
• Manage crisis response, incident management, and business continuity planning for the property.
• Monitor and enhance the overall shopper experience, addressing service quality, cleanliness, wayfinding, and amenities.

Financial & People Leadership

• Own the property's P&L, including revenue (rental, marketing, car park, and ancillary income) and operating cost performance against budget.
• Prepare and present business plans, performance reports, and forecasts to ownership, asset management, and other stakeholders.
• Lead, mentor, and develop department heads and their teams across operations, leasing, marketing, and administration.
• Foster a high-performance, service-oriented culture; set KPIs and conduct performance reviews for direct reports.
• Liaise with government agencies, town councils, landlords/owners, and community stakeholders as the mall's principal representative.

Key Performance Indicators

• Occupancy rate and weighted average lease expiry (WALE)
• Net property income (NPI) and rental reversion
• Footfall, tenant sales, and conversion trends
• Tenant retention rate and lease renewal success
• Marketing campaign ROI and shopper satisfaction scores
• Operating expense ratio and safety/compliance audit outcomes

Requirements & Qualifications

• Bachelor's degree in Business Administration, Real Estate, Marketing, Facilities/Property Management, or a related field
• Minimum 10–15 years of progressive experience in retail mall/shopping centre management, with at least 5 years in a senior leadership role overseeing operations, leasing, and/or marketing.
• Proven track record of managing large-format retail or mixed-use properties, with demonstrated results in occupancy, revenue growth, and tenant relationship management.
• Strong commercial acumen with experience in P&L ownership, budgeting, and financial reporting.
• Solid understanding of lease structures, retail merchandising strategy, and facilities/property management practices.
• Demonstrated experience developing and executing marketing, events, and promotional strategies that drive measurable footfall and sales impact.
• Excellent stakeholder management skills, with experience engaging landlords, tenants, government agencies, and community groups.
• Strong leadership and team development capabilities, with experience managing cross-functional, multi-disciplinary teams.
• Excellent communication, negotiation, and presentation skills.
• Proficiency in MS Office (Excel, PowerPoint); familiarity with property/lease management systems is a plus