Grosvenor Centre - Centre Manager

Grosvenor Centre Northampton Centre Manager

Contents Introduction

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About JLL

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Grosvenor Centre

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Job Description

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Programme Timeline and Application Process


Dear Applicant, Thank you for taking the opportunity to

consider applying for the role of Centre Manager of The Grosvenor Centre, Northampton.

Having opened in 1976, The Grosvenor Centre is the premier shopping destination within Northampton and the wider area. With a wide selection of over 50 retailers and office accommodation, the Centre attracts over 11 million visitors per annum. Significantly refurbished in 2015, the Grosvenor provides a more modern and stylish shopping environment. Owned by L&G and managed by JLL, both are committed to making The Grosvenor a memorable destination for customers and tenants alike. This is an outstanding opportunity to play a key leadership role within one of the Midland’s most opportunistic retail schemes, acting as an ambassador within the local community.

JLL is a financial and professional services firm specialising in real estate services and investment management. They have more than 70,000 people in more than 1,000 locations in 80 countries serving the local,

regional and global real estate needs of their clients. JLL is an acknowledged industry specialist in Property and Asset Management for property investors. They are dedicated to adding value to their clients’ assets, reducing operational risk and maximising value for money through the delivery of high quality landlord services to occupational tenants. With over 600 experienced, office-based staff and 650 site-based personnel operating across its extensive UK regional service platform, JLL provide a consistent, market-leading service across all sectors and geographies, managing commercial and retail assets for leading UK and international fund managers, property companies, the government, banks, receivers and financial institutions. JLL’s service is co-ordinated and delivered by bespoke service delivery teams located across their regional network of offices and headquarters in Central London.

Northampton • Population of c.212,000

Annual Report on Widening Participation and Outreach (WP&O) | 2013–14

• Home to University of Northampton with a student population of over 14,000. • Northampton’s market square is one of Britain’s largest and most historic which dates back to 1235 • Northampton is world famous for its boot and shoe industry. • The town is home to Premiership rugby union team Northampton Saints and football’s League One Northampton Town FC. • The Northampton resident population is on the rise with an anticipated increase of up to 6% (above the UK average of +3%). By 2022 it is anticipated that there will be an increase of 12% (above the UK average of +7%).


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University of Surrey


Annual Report on Widening Participation and Outreach (WP&O) | 2013–14 The Grosvenor Centre The Grosvenor Centre caters for over 375,000 sq. ft of retail space, providing 51 units in total and attracts over 11 million visitors per annum. Since opening in 1976 the Centre has undergone significant transformation including a large refurbishment in 2015. Anchored by Primark, Next, Sainsburys and Boots, the scheme continues to evolve and offer customers convenience within a premium scheme. Offering a catchment area of 376,000 residents of which 210,000 continually visit on a regular basis. 50% of visitors fall within in a 10 minute drive time and are accommodated for by the town’s main car park - Grosvenor Centre Car Park which offers over 800 spaces. L&G are committed to the Centre as part of its long term investment strategy and further enhancing the scheme at the heart of the local community.


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University of Surrey


Centre Manager, Property & Asset Management Role Description - Role Summary

To set up and operate high and efficient standards of management and care in establishing The Centre as a desirable, safe and progressive environment for retailers to trade in and customers to shop, visit and work in. Jones Lang LaSalle is responsible to its client / Shopping Centre Owners for the general administration, operations and management of the Shopping Centre. As such it is concerned with providing high quality customer service and the maintenance/management of common areas, the services and facilities and ensuring that tenants fulfil their covenants and obligations as laid down in their individual lease and the Shopping Centre Regulations. In addition the Managing Agent is responsible for administering rent, service charge and Insurance accounts at the Centre. The Managing Agent will also oversee and manage on site employees. A Portfolio Manager is appointed to represent the Managing Agent and is responsible for all of the above. The intention is that the Centre Manager, Portfolio Manager, and Clients / Owners will operate as a united team in order to operate the Shopping Centre as an effective trading proposition and a profitable business aimed at maximising Client investment income. Key Responsibilities and Deliverables - Continual improvement - Marketing and strategic retailer liaison - Administrative accounting and accurate financial reporting detail - Health & Safety Account Reporting: To provide accurate and timely compilation of accounting, turnover and footfall data for the presentation of reports and documentation for the landlord and respective parties. Customer Relations: To respond to all customer complaints in a timely and efficient manner. To ensure that all situations are given the necessary degree of attention and immediacy to ensure positive retrieval of rectification of the problem or incident. Contractors and Suppliers: To ensure the appropriate management and control of all contract staff, to include all approvals of hours of working, staffing levels and rotas. The Centre Manager will not enter into any legal agreements with tenants, suppliers or any third part, of any nature. Tenants Relations: The Centre Manager will foster close and professional relations with all retailers/tenants and customers and provide assistance whenever necessary to resolve problems and answer queries and achieve high levels of customer satisfaction. - Relationships with local authorities and key stakeholders - Strategic input into any building projects for the Centre - Development/Refurbishment co-ordination and management Centre Manager Responsibilities Principal: To drive the trading performance of the Centre.

Tenants / Associations: The role will support the business in establishing and playing a key role in the development of new initiatives and participation in the wider business and public community e.g. liaising with the BID etc. The Centre Manager will act as an ambassador for the Landlord within the industry. Marketing: To assist with the strategic development of the marketing plan. Secondary Income: In conjunction with the Portfolio Manager or any third party appointed company, to be responsible for pursuing initiatives to generate additional income from conception through to implementation for secondary income. To work with the commercialisation to implement to Client strategy. Procurement, Invoice coding and approval: To be responsible for ensuring that all invoices within service charge authority levels are presented and approved at the centre, coded to the appropriate expense code and submitted to the Portfolio manager for counter signature prior to payment by the Management Agents accounts department. Training Records: To assist with the review and maintenance of all records of training and development including preparation and implementation of training programmes for all site staff. To attend all mandatory training sessions. Financial Control: The Centre Manager will have constant regard for value for money with all expenditure and constantly strive to achieve cost savings whilst improving quality of services. Development: To liaise with the Development Management team and provide strategic input into the proposed refurbishment and modernisation of the Shopping Centre, as required. Service Charge Budgets: To accurately prepare the annual service charge budget for presentation to the client in line with approved time frames. The service charge will break down all of the total expenditure into an item by item budget. The draft budget will be submitted to the Portfolio Manager and thereafter the Client / Owner for approval. The Centre Manager will prepare all commentary and will benchmark all costs. To prepare accurate quarterly and annual service charge reconciliations of expenditure within specified time frames for presentation to Portfolio Manger, Client and tenants. Communications: The Centre Manager will lead the Centre team ensuring that all members are kept appropriately informed of current and future activities and projects taking place in the Centre. The Centre Manager will also ensure that the managing agents and Client are informed of any issues that could have a material impact on the Centre, Managing Agents and the Clients. All communications with the media need to be in line with the Managing Agent and the Clients’ media policies. The Centre Manager will liaise with the Client PR team. To promote/represent the Centre (as appropriate) to external organisations including the local authority and other key stakeholders. Health & Safety And Environmental: In conjunction with other staff members to operate the Centre in compliance with all health & Safety and Environmental legislation and regulations, adhering to procedures laid down and working towards stated targets.

To take responsible care for the health & safety of yourself and of other persons who might be affected by your acts or omissions at work. To co-operate with Jones Lang LaSalle in so far as is necessary to enable Jones Lang LaSalle to comply fully and at all times with its legal duties regarding health, safety, environmental and welfare matters. To familiarise yourself with Jones Lang LaSalle’s health, safety, welfare, fire and environmental arrangements. To ensure that all Client/Agent led sustainability initiatives are adhered to and that Asset Sustain- ability Plans are produced and completed within each service charge year. Additional Responsibilities: To assist the letting agents and other professionals / representatives appointed or representing the Client / Owner or Managing Agents in the execution of their transactions / tasks. This may include amongst others providing plans, communicating data, co-ordinating the site visits, assessing shop fit-out / alterations proposals, entertaining prospective tenants, providing data including pedestrian footfall and undertaking any other reasonable tasks deemed necessary by the Portfolio Manager or the Clients / Owners from time to time and as required in order to achieve the investment objectives of the Shopping Centre. To act as spokesperson for the Centre on local issues in the local media as directed by the Client PR advisers. The disclosure of all confidential information to third parties is to be authorised in advance. Key Requirements -Management experience gained within a high profile Shopping Centre/Retail environment. -Experience of working in a busy, demanding and pressured environment with the ability to quickly resolve all centre issues maintaining the credibility of the individual centre and the Centre brand. -Sound business acumen including awareness of centre retailers and commercialisation. -Relevant safety training, and a working knowledge of health and safety legislation with practical experience in the implementation of procedures. -Strong people management skills in recruitment, training and performance management. -Excellent communication skills that are effective at all levels and presentation skills appropriate for a wide range of situations. -Possible BCSC Shopping Centre Management Diploma -Proven experience in Service Charge/budget Management

-Proven leadership skills, with the ability to achieve results through others. -Proven experience of managing a site through a refurbishment programme.

The Management Recruitment Group are exclusively mandated in partnership with JLL and L&G. All internal and external applications will be forwarded to MRG and included in the selection process. To apply or for a confidential discussion regarding this opportunity please contact Stephanie Howe of The Management Recruitment Group;

Stephanie Howe 07932 717 431 The closing date for applications is Wednesday 30th May 2018.

52-54 Gracechurch Street, London, EC3V 0EH 0208 892 0115

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