Mall Manager

JOB DESCRIPTION

Designation

Mall Manager

Company

Geet Realty – EVA The Mall

Department

Mall Operations / Administration

Reporting To

Senior Management / Management Representative

Location

EVA The Mall, Vadodara, Gujarat

Job Summary

The Mall Manager is responsible for the overall management, administration, and smooth functioning of the mall. The role involves overseeing daily operations, tenant relations, facility management, security, housekeeping, maintenance, customer experience, commercial activities, and compliance with applicable laws and company policies.

Key Responsibilities

A. Mall Operations and Administration

Manage the day-to-day operations of the mall and ensure smooth functioning of all departments.

Monitor the performance of security, housekeeping, maintenance, parking, and other operational teams.

Develop and implement operational procedures to improve efficiency and service quality.

Coordinate with internal departments and external agencies for daily operational requirements.

B. Tenant and Retailer Management

Maintain professional relationships with tenants, retailers, and business partners.

Coordinate with tenants regarding operational issues, maintenance requests, payments, and mall policies.

Monitor tenant fit-outs, store openings, closures, and compliance with lease terms.

Address tenant complaints and ensure timely resolution of operational concerns.

C. Facility and Maintenance Management

Supervise the maintenance of electrical systems, HVAC, lifts, escalators, fire safety systems, DG sets, plumbing, and other mall infrastructure.

Ensure preventive maintenance schedules are followed.

Coordinate with facility management vendors and service providers.

Monitor common areas, washrooms, parking facilities, and public spaces to maintain cleanliness and safety.

D. Security and Safety

Ensure proper implementation of mall security procedures and emergency response plans.

Coordinate with security agencies and relevant authorities when required.

Monitor fire safety equipment, emergency exits, CCTV systems, and evacuation procedures.

Conduct regular safety inspections and ensure corrective actions are taken.

E. Financial and Commercial Management

Monitor operational expenses, maintenance costs, and departmental budgets.

Coordinate with the Accounts Department regarding tenant billing, rent, CAM charges, vendor invoices, and outstanding payments.

Assist management in revenue enhancement, cost control, and operational budgeting.

Review vendor contracts, quotations, purchase requests, and purchase orders as per company approval procedures.

F. Legal and Statutory Compliance

Ensure compliance with applicable statutory requirements, licences, permits, and safety regulations.

Coordinate with HR and relevant departments for labour law compliance, employee documentation, and contractor compliance.

Maintain records of inspections, licences, agreements, and other operational documents.

Coordinate with government authorities and external agencies whenever required.

G. Customer Service and Experience

Ensure a safe, clean, and customer-friendly shopping environment.

Address customer complaints, feedback, and operational concerns.

Monitor parking management, visitor facilities, signage, and accessibility.

Implement measures to improve visitor satisfaction and the overall mall experience.

H. Marketing and Events Coordination

Coordinate with the Marketing Department for promotional campaigns, events, festivals, and mall activities.

Ensure events are conducted safely and in accordance with approved plans.

Support initiatives to increase footfall, tenant engagement, and customer participation.

I. Team and Vendor Management

Supervise mall operations staff, departmental supervisors, and outsourced service providers.

Allocate responsibilities, monitor performance, and ensure accountability.

Conduct operational review meetings and follow up on pending tasks.

Ensure vendors meet agreed service standards and contractual obligations.

Key Performance Indicators (KPIs)

Smooth and uninterrupted mall operations.

Tenant satisfaction and timely resolution of complaints.

Visitor satisfaction and improvement in customer experience.

Compliance with statutory and safety requirements.

Effective control of operational expenses.

Timely completion of maintenance and preventive maintenance activities.

Vendor performance and service quality.

Timely collection follow-up and coordination for outstanding tenant payments.

Improvement in mall footfall and operational efficiency.

Qualifications and Experience

Education

Graduate in Business Administration, Hotel Management, Retail Management, or a related field. An MBA is preferred.

Experience: 5–8 years of relevant experience in mall management, retail operations, facility management, or commercial property administration.

Skills: Leadership, communication, tenant relationship management, budgeting, vendor management, problem-solving, and statutory compliance knowledge.

Required Competencies

Strong leadership and team management skills.

Excellent communication and negotiation abilities.

Ability to handle multiple operational priorities.

Strong decision-making and problem-solving skills.

Knowledge of facility management and retail operations.

Proficiency in MS Office, reporting, and operational documentation.

General Responsibilities

The Mall Manager shall perform any other duties and responsibilities assigned by the Management from time to time in the interest of the organisation and the smooth functioning of the mall.

Pay

₹694,000.00 - ₹1,500,000.00 per year

Work Location

In person