Purpose of The Role

The Operations Director will be accountable for delivering best-in-class operational day-to-day running of the Centre, but also responsible for devising and implementing the long-term strategic vision for unrivalled guest experience.

Responsibilities cover both the facilities and technical aspects of operations, including Maintenance and Engineering, Centre Safety, Security, Cleaning and Landscaping.

The Operations Director will drive innovation in the centre, bringing fresh ideas and thinking to the role and actively seeking ways to drive operational standards, embracing new technology and having a problem-solving mindset in all matters.

The Operations Director will be an integral part of the Liberty Leadership Team, collaborating cross-functionally to deliver the strategic vision of the Centre.

The Operations Director will be responsible for ensuring that Guests visiting Liberty receive exceptional guest experience and service throughout their visit.

The Operations Director will report to the Centre Manager and work closely with both the managing agent, Savills, and the Asset Manager.

The Operations Director is a pivotal role at the Liberty. This centre is a dynamic business and requires a suitably dynamic individual to be accountable for all operational matters and will require weekend duty management duties to be completed and quarterly cross over with night teams to ensure uniformed operational delivery across all areas.

 Key Responsibilities 

Leadership:

• Lead the entire Centre operations teams through empowerment, communication, mentoring and motivation.
• Lead and manage the team and service partners in the provision of a best-in-class customer experience.
• To develop and enable personal and professional growth of your immediate team members as well as those of the wider team.
• Motivate, inspire and create successful team working and individual performance and engagement.
• With a sound appreciation of brand, you will be responsible for the delivery of brand values and culture in a one-team ethos.
• Responsibility for strategic growth of the operational team, via recruitment and organic growth
• To set clear objectives as part of the wider Liberty strategy and to measure performance against these.

Operational Responsibilities 

• Delivery of a best-in-class operational function befitting of a top performing UK destination.
• Responsibility for the delivery of the Centre operational management functions.
• Provide leadership in maintenance and engineering, health and safety, statutory compliance and insurance, security, waste, landscaping, and cleaning throughout The Liberty.
• Financial management for operational budgets whether service charge or non-recoverable.
• Oversee the appointment of contractors.
• Manage and organise the M&E contracts to ensure a high standard of service is delivered to our occupiers and customers with best value being obtained for those services in line with the Client’s & ME Safety-First ethos.
• Work with the Centre Manager in delivering complex high value capital projects to an extremely high standard, on time and on budget.
• Take responsibility for delivering the Planed Preventive Maintenance projects throughout the year. Ensuring they are delivered on budget. Whilst maintain accurate records of technical installations and maintenance activities at all times.
• Work closely with Savills technical teams to ensure all works carried out on site are done to the highest standard and constitute good value for money.
• Work alongside the Operations manager to provide Technical Service, support, to the scheme which may involve shop fits, pre-start meetings, projects, and initiatives, and provide project management assistance where appropriate to the Managing Agent and Client/Client representatives.
• In collaboration with the Centre’s Operations Manager, ensure all Management systems such as Datastation, Elogbooks, permits, PTAs, etc are carried out such that risk is minimised and the site is compliant. Report exceptions to stakeholders, escalating abnormalities where required.
• To take responsibility for health & safety and environmental procedures at site and ensure these policies are adhered to throughout all levels of the estate management organisation, ensuring that every incident and accident is fully recorded, reported (including to insurers) and investigated.
• Support the implementation of the ESG Strategy which will be aligned to the centres net carbon zero targets.
• To take ownership for the development and implementation of estate wide emergency response plans in the event of major incidents and requirements for disaster recovery.
• Act as the company’s main adviser on all issues relating to operational functions and keep abreast of latest developments to ensure that the company maintains its market leading position.

Customer Services

• Assist the Centre manager in achieving and driving the commercial targets of all services provided.
• Work in partnership with all teams to deliver customer and consumer focused service excellence befitting of a top-class destination.
• Lead and support the soft services manager ensuring all operational services and agreed objectives are delivered on time, and in accordance with the service level agreement.
• Drive a top-class shopping environment and deliver customers a VIP experience ensuring the servicing teams understand Centre aspirations and the expected performance.
• Encourage and develop a passion for excellence in delivering customer service across the whole Centre team. To include all encounters of face to face, in written word or through social media channels.

 This Job Description is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your role within the organisation.

 Salary

£65,000 - £80,000

Hours of Work

40 per week.

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Please see our Benefits Booklet for more information.