Retail Property Coordinator

Job Purpose
Reporting to the Retail Manager, the incumbent will be responsible for tenant management. This will entail tenant liaison and relationship management between tenants and internal business departments to ensure operational excellence and continuous trade. Moreover, they will proactively manage tenants' performance in terms of turnover, rental collection, and arrears management collaboratively with various internal business departments. They will also be responsible for general administration.

Objectives

Tenant Liaison
- Act as PR/liaison and general contact point for tenants regarding any queries relating to the conduct and operation of their business in accordance with the agreed lease, rental payments/arrears.
- Being readily available as a point of contact for tenants (customer service is key; response must take place within 24 hours/1 business day).
- Ensure excellent customer service to all tenants and operational excellence.
- Set up quarterly meetings to discuss performance, marketing, and operational issues/requirements.
- Meet regularly with tenants on day-to-day operational requirements/issues and ensures prompt follow-up on all problems.
- Ensure that written responses/minutes are sent to tenants and file a copy in the tenant file within 7 days.
- Act as V&A ambassador and communicate relevant V&A news alongside Marketing.
- Connect tenants with relevant marketing managers regarding store launches (new and/or existing).
- Tenant Management and Administration.
- Manage and facilitate the entire tenant life-cycle with the relevant departmental parties from the handover sign-off to the take-back sign-off.
- Ensure the highest presentation standards are maintained at all times (according to house rules, lease agreement obligations etc.).
- Ensure timely tenant payments.
- Manage tenant’s performance in terms of turnover, rental collection, and arrears management with various internal business departments.
- Identify the lowest performance per category and monitor proactively.
- Evaluate turnover reports and send letters to tenants that exceed 20% COC.
- Chair meetings with underperforming tenants.
- Effectively control tenant turnover.
- Assist Finance in collecting outstanding Turnover Declaration Forms.
- Assist with the planning and devising of forecast budgets for the following financial year.
- Submit monthly report to Retail Manager on all issues dealt with or arising.
- Manage tenant files and OTL.
- Keep track of all critical correspondence.

Tenant Renewals or New Lets
- Ensure all relevant paperwork has been distributed in-house as well as to the tenant.
- Understand the terms of the renewal with a specific focus on special conditions attached.
- Forward plan submissions for revamp to tenants as per OTL.
- Manage critical dates and beneficial occupation periods, and motivate extensions and delays should it be necessary.
- Ensure that necessary deposits/top-ups are in place prior to the handover of new sites or renewal date commencements of existing tenants.
- If there are issues with what was agreed in the OTL and what is happening on the ground, assess the situation and motivate the Landlord why this should change in the lease or OTL, alternatively if it is correct.
– Manage the tenant to act in accordance with what has been agreed.
- Expiries should be managed 8 – 10 months in advance and relevant parties within the business should be informed of the expiry date of those leases.
- Property Administrators have to meet with and formally communicate expiry dates within six months of lease expiry.
- Advise Leasing of any potential upcoming vacancies for reasons of:
a breach of lease
a mandate request by the tenant
a lease expiry
a COO percentage.

Tenant Fit-outs and Refurbishments
- Ensure that tenants adhere to what has been agreed in the lease and that the V&A is able to collect rent at the rent commencement date or on trade commencement (whichever is the earlier).
- Identify/list revamps for the year.
- Allow access to the premises for measurement for plan designs.
- Deal with any operational and service delivery requirements (liaison with Ops team).
- Deal with any retail marketing requirements/launches (liaison with Retail Marketing).
- Facilitate plans submissions and concepts for approval.
- Window dressing/graphics/hoarding (Liaison with TI).
- Ensure preparation of the premises for handover is as per specification given by TI team.
- Deal with any tenant installation requirements (liaison with TI)
Stakeholder Engagement.
- Communicates all areas of responsibility with various internal departments (Development Operations, Legal, Information Center, etc.).
- Relationship management with Tenants (via site visits, meetings, phone calls, emails, etc.).
- Act as tenant representatives within the business
- Connect various relevant stakeholders to resolve issues and deliver on specific issues.

Ad-hoc
- Daily site walks (at various times of day).
- Weekly walk-through with operational departments (e.g. Civil and Cleaning).
- Liaises with internal and external service providers, tenants, and visitors as and when required.
- Interaction with Marketing from promotions and activation point of view with regard to their specific category and tenant performance.
- Staying abreast of internal developments, initiatives, and industry trends to proactively drive and communicate this with tenants and other stakeholders
- Identifies problem areas in an area of responsibility and submits appropriate proposals for instituting corrective actions.
- Distribute meeting minutes and create monthly category reports for the retail manager and executive.
- Collating and presenting data across the business.
- Compile weekend duty report.

Qualifications
The following educational requirements were found to be relevant to this job:
- 3 Year National Diploma in Property Management.
- 3 Years of relevant Retail or hospitality experience.
- Shopping Centre Management Diploma Advantageous.

Knowledge:
- Retail Working Environment.
- Facilities Management.
- National and international business trends.
- People and Relationship Management.
- Customer Service.

Skills
- Customer Service
- Emotional Intelligence
- Conflict Resolution/Management
- Communication (written and verbal)
- Planning and Organising
- Multitasking
- Time management
- Logical Problem -solving
- Quality Control and Risk Management
- Report Writing
- Presentation Skills
- Computer Literacy