Customer Relations: The Centre Director will respond to all customer complaints in a timely and efficient manner, and 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: The Centre Director will ensure the appropriate management and control of all contract staff, and the delivery of service standards within JLL Procurement Charter agreements. Ensure team overall delivers to client satisfaction. The Centre Director will not enter into any legal agreements with tenants, suppliers or any third party, of any nature, but will tender and agree the specifications providing reports and recommendations to the Property Manager. Tenants Relations: The Centre Director will foster close and professional relations with all tenants (particularly the anchor tenants) customers and local stakeholders and provide assistance whenever necessary to resolve problems and answer queries, and achieving at all times high levels of customer satisfaction. The Centre Director will need to monitor tenant trading performance and demonstrate detailed knowledge of turnover figures across the scheme. The Centre Director will ensure that tenants comply with occupation obligations of leases and immediately report any breaches to the Property manager and agree actions to resolve. Trader’s Association: The Centre Director will fulfil an active role in the support of the Traders Association (where appropriate) and assist with the management of all articles and presentations. Additionally, 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 Local Residents Associations etc. The Centre Director will act as an ambassador for the scheme and the Landlord within the industry. Marketing: To assist the Clients and its Marketing consultant (Bewonder) with the development of promotional activates with a view to gaining as much media coverage as possible, including opportunities to generate income. To play an active role in the development of media relations to drive footfall and promote a positive progressive business Secondary Income: With the assistance of the JLL team or any third party appointed company, to be responsible for pursuing initiatives to generate additional income from conception through to implementation for secondary income, responsible for achieving annual financial targets for revenue generation. In addition, to be responsible for the management of RMU’s and Car Park to ensure net income is maximised to the benefit of the Centre as a whole. 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 surveyor for counter signature prior to payment by the Management Agents accounts department. Training Records: To be responsible for the review and maintenance of all records of staff training and development including preparation and implementation of training programmes for all site staff. Financial Control: The Centre Director will have constant regard for value for money with all expenditure and constantly strive to drive margins through effective cost control and efficiency whilst improving productivity and quality of services. To have an awareness of financial impact of service costs on occupational tenants in light of current economic climate and to constantly review and look for and consider alternative methods of procurement including renting, leasing, spreading costs, refurbishment and sponsorship etc. To be responsible for cash management controls and ensure annual external auditors recommendations implemented. Service Charge Budgets: To accurately prepare the annual service charge budget for presentation
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