REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Strong organizational skills with consistent follow-through
• Exceptional guest service abilities, with active listening and professional conflict resolution skills
• Excellent communication, presentation, and interpersonal skills; maintains a positive and approachable attitude
• Demonstrated ability to adapt to change and thrive in a fast-paced, evolving environment
• Proactive, resourceful, and focused with a genuine commitment to providing excellent service
• Skilled at multitasking and managing priorities efficiently
• Proficient in Microsoft Office, Yardi, Angus Anywhere, and other industry-related software
• Flexible to work evenings, weekends, and holidays as required
• Committed to continuous learning and professional growth

REQUIRED TRAINING AND EXPERIENCE

• Minimum 4 years of relevant industry experience

Guest Service Experience must be put at the top of the pile every day

• Ensure consistent delivery of exceptional experience and support to our AB team, head office, tenants, and service providers (contractors

ABOUT THE ROLE

We are seeking a detail-oriented and initiative-taking Retail Operations Coordinator to join our team dedicated to managing and optimizing commercial real estate assets. As the Retail Operations Coordinator, you will play a crucial role in ensuring the smooth functioning of our commercial properties, collaborating with various team members to maintain high standards of operational efficiency and tenant satisfaction.

PRIMARY JOB RESPONSIBILITIES

Retailer Communications & Engagement

• Foster positive relationships with tenants, addressing inquiries and ensuring their needs are met to enhance tenant satisfaction
• Develop and maintain clear, effective, and prompt line of communication with our team members and contractors, building strong supportive relationships
• Responsible for starting new tenant files, notifying needed team members and follow up on data entered, required and saved then provide an update on outstanding tasks in our weekly meeting
• Work with Regional Marketing Manager for new tenant packages and welcome gifts
• Responsible for facilitating tenant OH & S training with operations, and support
• Responsible for new retailer TI (Tenant Inducement) program collaborating with the Tenant Coordination Manager, and Operation Manager
• Responsible for overseeing the onboarding and training processes for tenants on Angus Anywhere system
• Meet with tenants (changing for consistency) regularly on their business and shopping centre initiatives, share information learned and follow-up
• Maintain, update, and communicate changes within the Tenant Handbook in Angus and directly with our tenants
• Manage the tenant handbook in Angus and the G-Drive with updates that occur

Guest Service Experience must be put at the top of the pile every day

• Ensure consistent delivery of exceptional experience and support to our AB team, head office, tenants, and service providers (contractors)

Operations Coordination

• Manage Angus Anywhere system; retailer information, retailer surveys with marketing, Angus training for colleagues and tenants, inspections, equipment, COI’s, preventative maintenance, tenant handbook and emergency notify and response program
• Issue, distribute and close completed work orders in Angus
• Ensure Service Contracts excel files are constantly updated for each property
• Manage the tendering process where required, negotiate contracts, and ensure services are delivered efficiently and cost-effectively with support from the Operations Managers and Regional Property Manager
• Coordinate with Operation Managers on maintenance activities, collaborating closely with vendors and contractors to ensure the upkeep of properties and assisting with service contracts
• Develop, implement, and update emergency response plans, ensuring the safety and security of tenants, guests, and properties
• Maintaining files for sites under construction, providing contractors/site operations team with Contractor’s Rules and Regulations, checking contractor’s insurance, work safe and WCB requirements
• Ensure properties and tenants comply with relevant regulations, codes and company policies and maintain a high standard of compliance
• Work closely with the operations team to conduct regular property inspections to identify maintenance needs, address potential issues and ensure compliance with safety and regulatory standards
• Maintain AB Occupational Health & Safety (OH&S) and SHAPE OH&S initiatives and overall program through education, awareness, meetings and training
• Understand the Crisis Management plan and maintain a clear understanding of roles and responsibility as outlined in the plan
• Conduct weekly signage inspections to ensure tenant compliance with SHAPE and City of Calgary bylaws, addressing non-compliance matters, as necessary
• Manage each AB Centre’s Pylon Sign rental program
• Assist Regional General Manager and Regional Property Manager with Service Agreements for the Calgary West property

Marketing

• Work closely with the Marketing Team to maintain a comprehensive understanding of all promotional and marketing initiatives
• Assist the Regional Marketing Manager with the setup and take down of events and charity functions, coordination, and implementation where needed
• Support the Regional Marketing Manger on tenant engagement and sponsorship opportunities for large scale events and programming
• Work together with Regional Marketing Manager on Holiday Tenant Gifts

Community Relations

• Participate in volunteering programs supported by SHAPE

Administration

• Create Temporary Occupancy Agreements, Common Area Agreements, Termination Agreement Letters, Formal Tenant Compliant Letters & Pylon Sign Agreements
• Ensure Specialty Leasing information is complete from Head Office and all information is collected as required for site level facilitation
• Assist in lease administration tasks, including document management, managing the New Tenant Tacker and coordination of tenant move-ins and move-outs
• Manage and track insurance for tenants and vendors in Angus Anywhere and Yardi as required
• Assist Regional General Manager with tenant Lease information and Service Contract information
• Ensure AB Tenant Coordination files are updated each year and as required throughout the year
• Facilitate communication between AB Property Management office and tenants using Angus Anywhere
• Book OH & S courses as required for AB team
• Manage office phone tree system
• Facilitate yearly Alberta SHAPE uniform orders
• Ensure the tenant mail key program is up to date and running efficiently with the operations team