Overview of the role:
Manage the tenant and customer liaison function by ensuring Cairo Festival City Mall tenants adhere to Al-Futtaim retail standards, business compliance requirements, and agreed tenant obligations. The role is responsible for strengthening tenant performance, improving commercial value, supporting customer satisfaction, and ensuring a positive customer experience across every touchpoint of the customer journey. The position works closely with tenants, internal stakeholders, and senior management to identify opportunities, drive performance improvement, enhance retail standards, and implement customer experience initiatives in line with the mall’s vision.
What you will do:
- Ensure all tenants adhere to industry standards, government regulations, Al-Futtaim policies, lease requirements, and the Tenant Manual.
- Identify and improve operational systems and processes to strengthen tenant compliance, service delivery, and overall retail standards.
- Act as a key point of contact between the mall and tenants, managing expectations and providing practical solutions that support improved commercial performance.
- Monitor tenant sales performance, footfall, and commercial trends, and prepare relevant reports and analysis to identify opportunities to maximize revenue and improve tenant performance.
- Work collaboratively with HR Business Partners, AFTC, Line Managers, Senior Management, and other stakeholders to align priorities, share workloads, and deliver agreed initiatives.
- Ensure tenants and key stakeholders are aware of relevant standards, products, services, initiatives, and expectations, using appropriate communication and capability-building approaches.
- Identify retail learning and development needs and support the implementation of innovative solutions, tools, technologies, and initiatives that create competitive advantage.Maintain effective systems for tracking, analyzing, and reporting retail development and performance metrics, ensuring Senior Management receives accurate and timely updates.
- Manage and support projects and initiatives designed to improve tenant performance, customer satisfaction, and the overall mall experience.
- Regularly gather and analyze customer feedback, identify improvement opportunities, and implement initiatives to enhance customer satisfaction.
- Conduct competitor visits and monitor retail, hospitality, customer experience, and technology trends to identify relevant opportunities for the mall.
- Develop and execute customer experience and service strategies aligned with the mall’s vision, including the use of technology-driven solutions such as chatbots and mobile applications.
Skills
Required Skills to be successful:
- Extensive experience in retail operations and tenant management, acting as a key point of contact between the mall and tenants, with exposure to retail standards, store operations, and customer experience.
- Proven experience in managing footfall and sales performance, with exposure to budgeting, forecasting, commercial analysis, and initiatives aimed at improving tenant performance and customer satisfaction.
- Strong retail operations and sales background, with knowledge of retail best practices, tenant management, customer experience, commercial performance, and project management.
- Strong consulting, analytical, collaborative problem-solving, negotiation, and conflict management skills.
- Strong stakeholder management and communication skills, with the ability to build effective relationships with tenants, internal teams, and senior management.
- High level of computer literacy and ability to use data, reporting, and performance metrics to support decision-making.
- Experience working within large, culturally diverse organizations is preferred.
- Strong organizational skills, with the ability to manage multiple priorities, projects, and stakeholder expectations effectively.
What equips you for the role:
- Bachelor’s degree in Business Administration or a relevant field, preferably with a specialization in Retail and Sales.
- Strong knowledge of retail operations, tenant management, retail and sales best practices, and customer experience principles.
- Experience in budgeting, forecasting, commercial performance analysis, and project management.
- Strong understanding of customer feedback, satisfaction measurement, service improvement, and retail trends.
- Ability to work collaboratively with tenants and cross-functional stakeholders while maintaining high standards of accountability and customer centricity.
