QUALIFICATIONS

Required Knowledge, Skills, and Abilities

• Be proactive, conscientious and reliable
• Have uncompromised ethics and integrity and understand the importance of confidentiality
• Display service excellence when dealing with internal users, contractors and external parties
• Have the ability to think critically and look beyond the immediate task
• Strong communication, analytical and organizational skills
• Possesses a positive outlook and is high energy
• Takes initiative, is action-oriented and seeks excellence
• Effective communicator and relationship builder; can build trust and rapport quickly
• A passion for exceptional guest service
• Able to build and maintain strong community connections
• Attention to detail
• Creative with an eye for what’s trending and the ability to translate this into unique guest experiences

Required Training and Experience

• Previous experience as a General Manager or Senior Property Manager with responsible for or direct oversight for operations, finance, marketing, and guest/tenant relations for mixed-use properties
• A natural marketer with a track record of developing winning strategies
• Demonstrated financial acumen with a strong understanding of basic accounting and budgeting principles

ABOUT THE ROLE

As General Manager, you will be responsible for tenant relations, the day-to-day operations of the physical buildings, budget management, storytelling, and developing an evolving vision for the site. You will also work closely with the construction team during the next building phase to ensure there is a controlled impact on the Guest Experience.
Reporting to the VP, Operations and working in collaboration with other departments, the General Manager will be responsible for the optimal financial performance, maintenance, and management of the shopping centre. They will oversee tenant relations, guest experience, as well as innovative marketing initiatives and event programming to create a vibrant community gathering place. The General Manager will prepare monthly and quarterly property management reports and assist in the preparation of annual budgets and financial summaries. They will also build and maintain positive relationships with the Strata Management Company and our Residential Rental Teams. In addition, they will collaborate with other properties and departments of SHAPE on other duties and projects as assigned from time to time.
Direct reports to the General Manager will include on-site finance, marketing, guest services, operations plus third-party service providers of maintenance, janitorial, and security.

PRIMARY JOB RESPONSIBILITIES

Atmosphere and Marketing

• Create an atmosphere of excellence that will make the property “feel” elevated from the standard retail environment through innovative programming, music, and collaboration with staff and tenants
• Create events that are unique to the property and industry while exceeding the expectations of the guest and community
• Identify and keep abreast of trends occurring in the retail sector to ensure that the property is at the leading edge of innovation and guest satisfaction
• Participate in the design and implementation of all marketing initiatives

Tenant Relations

• Establish and maintain positive relationships with tenants through effective communication, personal visits, and quarterly meetings
• Ensure tenant concerns are handled in a quick and efficient manner, investigating and providing necessary information in response to tenant inquiries
• Manage tenant initiatives related to insurance/risk management, legal issues, and environmental and energy conservation programs, and coordinate the implementation of these programs with involved parties
• Provide support to the Property Administrator in the management of the accounts receivable process. Ensure timely, appropriate resolution of tenant-related outstanding receivable issues
• Liaise with anchor tenants

Leasing

• Assist with lease-related documentation and tenant billings, as required
• Assist head office personnel with specialty leasing to ensure all revenue targets are met or exceeded
• Assist with the development of the leasing and merchandising plan for the property
• Liaise with the SHAPE Leasing Department in arranging new leases, renewals and showing vacant units to prospective tenants
• Monitor tenant compliance with lease agreements, resolve problems and concerns, and advise SHAPE’s Leasing Department of unstable tenancies
• Manage the paid hourly and tenant reserved parking program alongside our 3rd party provider

Operations

• Participate in regular property inspections, working with centre contractors such as maintenance, janitorial, and security to ensure the proper functioning and safety of the property
• Assist with Health and Safety related matters to ensure WorkSafe BC compliance and regular property inspection and reporting
• Conduct long-term planning to accommodate structural, environmental, system, equipment and furnishing repairs, replacements, and enhancements
• Oversee the property’s service contracts. Solicit tenders for and acquire contracts for landscaping, snow removal, cleaning, preventative maintenance, etc., and for all equipment at the property

Personnel Management

• Provide daily management and supervision of on-site administration personnel
• Hire, train, supervise, and evaluate all on-site personnel
• Advise management of any staff issues or concerns through timely documentation
• Assign annual goals to all team members and provide consistent feedback

Budgeting/Reporting

• Assist in the preparation of annual budgets and financial summaries and ensure that relevant data is maintained and well organized to facilitate easy retrieval for reporting purposes
• Prepare monthly and quarterly property management reports for submission to management including information such as sales, traffic, openings, and financial results
• Attend and present information, as required, at co-venture meetings, virtually or in-person
• Be involved with the creation and management of CAPEX Plans