Mall general manager

• *Department:** Mall Operations
• *Reporting To:** Management / Directors

1\. Job Purpose

To manage the overall operations of the mall, ensure smooth daily functioning, maintain high standards of customer service and safety, build strong relationships with tenants and business partners, and achieve the mall’s operational and commercial objectives.

2\. Key Responsibilities

• *A. Mall Operations \& Administration**

• Oversee the day\-to\-day operations and administration of the mall.
• Ensure the mall premises, common areas, washrooms, parking, and facilities are clean, safe, and well\-maintained.
• Coordinate with housekeeping, security, maintenance, parking, and other service teams.
• Monitor operational issues and ensure timely resolution.
• Ensure proper implementation of mall policies, procedures, and operational standards.

• *B. Tenant \& Retailer Management**

• Maintain professional relationships with store managers, tenants, brand representatives, and business partners.
• Coordinate with tenants regarding daily operations, store timings, promotional activities, and mall guidelines.
• Follow up on tenant concerns, pending documentation, operational compliance, and other requirements.
• Support tenant satisfaction and maintain effective communication with all mall partners.

• *C. Sales, Marketing \& Promotions**

• Coordinate with the marketing team to plan and execute festivals, events, promotional campaigns, and mall activities.
• Encourage tenant participation in mall promotions and seasonal offers.
• Monitor footfall, sales reports, tenant performance, and promotional results wherever data is available.
• Identify opportunities to improve customer engagement, mall visibility, and business performance.

• *D. Revenue \& Commercial Management**

• Monitor rental income, common area maintenance (CAM) charges, and other applicable revenue streams.
• Coordinate with the accounts and leasing teams regarding collections, outstanding payments, and financial reports.
• Support occupancy improvement, tenant retention, and leasing initiatives.
• Prepare operational budgets and monitor expenses against approved budgets.

• *E. Customer Service**

• Ensure a positive shopping and entertainment experience for visitors.
• Handle customer complaints and ensure timely resolution.
• Monitor customer feedback and implement service improvements.
• Maintain high standards of hospitality and customer satisfaction.

• *F. Safety, Security \& Compliance**

• Ensure compliance with applicable fire safety, emergency preparedness, and security procedures.
• Coordinate with security and maintenance teams for inspections, drills, and incident reporting.
• Ensure required licences, statutory records, and operational documents are maintained by the responsible teams.
• Escalate major safety, legal, or compliance issues to management promptly.

• *G. Team Management**

• Supervise mall operations staff and coordinate with departmental heads.
• Set work priorities, review performance, and ensure accountability.
• Conduct regular meetings with relevant teams and follow up on pending tasks.
• Promote teamwork, discipline, and professional conduct.

• *H. Reporting \& Management Coordination**

• Submit daily, weekly, and monthly operational reports to management.
• Report footfall, tenant issues, maintenance matters, customer complaints, incidents, collections, and promotional activities as required.
• Maintain records of meetings, inspections, incidents, and action points.
• Implement management instructions and provide timely updates on progress.

3\. Qualifications \& Experience

• Graduate in Business Administration, Hotel Management, Retail Management, or a related field.
• Relevant experience in mall management, retail operations, shopping centres, hospitality, or commercial property management.
• Strong leadership, communication, negotiation, and problem\-solving skills.
• Good knowledge of mall operations, tenant coordination, customer service, and facilities management.
• Working knowledge of MS Office, Excel, email, and reporting systems.

4\. Key Performance Indicators (KPIs)

• Smooth and efficient daily mall operations.
• Tenant satisfaction and timely resolution of tenant issues.
• Customer satisfaction and complaint\-resolution turnaround time.
• Mall cleanliness, maintenance standards, and safety compliance.
• Revenue collection and reduction of outstanding dues.
• Occupancy and tenant retention support.
• Successful execution of events and promotional campaigns.
• Timely and accurate submission of management reports.

5\. Required Skills

• Strong leadership and team\-management abilities.
• Excellent verbal and written communication.
• Commercial awareness and financial understanding.
• Decision\-making and conflict\-resolution skills.
• Planning, coordination, and time\-management skills.
• Ability to handle multiple operational priorities effectively.

6\. Working Conditions

• Full\-time position.
• Must be available to manage mall operations during mall working hours, including weekends and public holidays as required.
• Must be able to respond to operational emergencies and urgent management requirements.

• *Note:** The Mall General Manager is responsible for overall mall performance and coordination, subject to the policies, budget approvals, and directions of management.

Pay: ₹80,000\.00 \- ₹1,500,000\.00 per month

Benefits

• Provident Fund

Work Location: In person