Purpose of the Role

Overview

Bell Court is key holding to the client, having acquired the scheme in 2014 and comprehensively redeveloped it with it reopening in 2017. The Centre comprises c.120,000 square feet of predominantly F&B space with a range of national and local occupiers. The Centre currently runs a Service Charge of £490,777 per annum. Having navigated the pandemic and subsequent years well, the next few years will play a key role in the future of Bell Court as it welcomes further occupiers and continues to position itself and the go to leisure destination in Stratford Upon Avon.

Bell Court is seeking a Centre Manager who will become the face of the Centre, taking an pro-active interest in the continued development of the Centre. The Manager will be the interface between the Occupiers, Local Stakeholders, the Property Manager and Owner.

Purpose of the role

The Centre Manager is responsible for the effective commercial, operational and strategic management of Bell Court. This includes management of Health & Safety systems, delivering an exceptional customer experience, driving retailer performance, and ensuring the asset meets its financial, ESG and community objectives.

Key Responsibilities

Main Duties

• Be the ‘face’ of the Centre amongst the Occupiers, the local community and continue to develop the strong community links that have been established.

• Manage, market and operate the Centre to the very highest of professional standards.

• Work with an external marketing team and where appropriate to conceive, co-ordinate and implement placemaking events.

• Develop strong relationships with all Occupiers.

• Maximise retail sales opportunities for Occupiers.

• Adhere to all key performance indicators as set out in the Management Agreement between the owner and Savills.

• Ensure that the Centre is maintained to an excellent standard and contractors are carrying out their work to an appropriate standard.

• Ensure that those working on site are carrying out and work in a safe manner.

• Leading by example, manage Centre Management team to achieve the objectives as specified in the Centre’s business plan

• Develop and encourage team building with all Centre Management staff .

• Develop excellent lines of communication with all Centre Management staff, the occupiers, contractors and customers and the owner of the Centre.

• Motivate both individual staff members and the management team as a whole.

• Motivate the Centre’s occupiers, collect up to date performance figures/ sentiments and provide ideas to both occupiers and the client as to how these can be enhanced. The Centre Manager is encouraged on a regular basis to ”walk” the development prior to opening up in a morning.

• Attend occupier meetings with minutes of the meeting to be distributed to each staff member and Savills Asset Management Surveyor and Client.

• Manage the Centre’s service charge budget – including the preparation of the budget, along with the PMS, day to day management of the budget and reconciliation of it at year end with the PMS.

• In liaison with the Asset Manager, procuring the necessary maintenance works at the centre, ensuring the budget is adhered to.

• Liaise with the retailers.

• Authorise and check coding of invoices within agreed timescales.

Staff Training and Development

• In liaison with the Managing Agent and where applicable contractors, the Centre Manager will be responsible for:

• The ongoing training and development of all Centre management staff.

• Implement Training Needs Analysis for each team member on a six‑ monthly basis.

• Conduct staff appraisals in accordance with the Savills staff appraisal policy.

• Mentor staff as deemed necessary and in accordance with the Savills policy.

• Attend all Management Meetings and any other meeting as requested by the Asset Manager / Landlord.

• Attend Savill’s Cluster meetings and annual conference.

Specific Management Responsibilities

• Keep Savills/Owner fully informed of all management, marketing, leasing and operational activities.

• Maximise opportunities to generate additional income.

• Ensure high levels of customer service are provided at all times.

• Prepare and submit to the Asset Management Surveyor/Landlord a brief weekly report/update or as required.

• Maintain accurate records of correspondence, lease information, contractors on site, file notes on all meetings with retailers and any other relevant information that should be maintained to provide a proper audit trail.

• Support the surveyor to ensure that each retailer adheres to their lease and Tenant Rules and Regulations.

• Be fully conversant with relevant health and safety legislation, RICS Service Charge Code of Practice and any other legislation that will affect they day to day running of the centre and comply with.

• Submit for approval overtime schedules for staff alongside explanations where necessary.

Operations, Safety and Security

• Implement all operational systems and procedures in accordance with the Standard Savills Operational Procedures and Systems Manual.

• Maintain the centre to the very highest of standards.

• Minimise the Liability Risk exposure of the Owner.

• Maintain all plant and equipment to the very highest of standards and ensure statutory compliance.

• Adhere to all Quality Assurance requirements / Customer Service standards

• Ensure that all contractors satisfy the insurance requirements as required under the Savills Public Liability Policy.

• Ensure that all operations and maintenance undertaken at the centre conforms with the work place health & safety legislative requirements.

• Ensure that all operations and maintenance undertaken at the development conform with any other relevant legislative requirement applicable to those tasks.

• Ensure that all operations and maintenance undertaken by the Centre’s contractors conforms with the specifications as agreed to between the Centre and the contractor.

• Keep up to date any Program Maintenance Schedule.

• Manage any void units for H & S and rating.

• To develop, implement and support an industry best practice Security strategy for site, including business continuity and counter terrorism objectives

• Ensure all accidents and near misses are recorded and serious incidents that occur.

• Liaise with tenants and the Police in all matters of security affecting the Centre, tenants, public safety and security.

• Ensure that all health and safety and insurance details are updated and kept on site in respect of the retained contractors

• Control and monitor the keys to the site where necessary.

• Check, review, prepare and issue RAMS as required.

Sustainability

• Oversee the site specific Sustainability Action Plan liaising with Savills Sustainability lead

• Champion on sustainability initiatives with occupiers and across the supply chain. Co-ordinate reporting as necessary and set measurable KPIs to continually improve standards. Be progressive.

• Be pro-active in reviewing sustainability initiatives, taking into consideration the landlords objectives, seeking opportunities to promote these positive messages through on site marketing and PR.

• To assist the owner in the delivery of any other owner led initiatives such as community employment projects, electric car charging points etc.

Marketing

• Work in partnership with any retained Consultants with the development, implementation and ongoing review of the Marketing Budget. Where appropriate manage and develop local marketing campaigns; co-ordinate events and placemaking within the Centre; monitor and co-ordinate social media accounts for the Centre.

• Be fully conversant with the demographics and socio-economics of the development’s trade area / catchment area and tourism opportunities.

• Assist the repositioning of the Marketing Budget in accordance with the change in occupier trends.

• Meet with the occupiers on a regular basis to discuss the marketing, promotional and advertising requirements for their business, worth with Marketing consultant to ensure individual occupiers are supported across the various Social Media platforms.

• Stay abreast of market trends by actively networking and keeping up with all industry journals.

• Ensure that all promotional activities are carried out with due care and attention to the health safety and welfare of staff, customers and consumers.

• Responsibility for all third party event and promotion agencies carrying out consumer events and marketing promotions on site. Ensure Event Safety Plans are fully completed and all supporting documents are provided and RAMS approved.

• Working in partnership with the asset team and the wider Savills management team (and any appointed agencies) work to support in the management of day to day commercialisation and income generation.

• Lead in setting and maintaining standards of commercialised mall space, and managing traders to ensure this is documented appropriately. Support in sourcing local commercialisation operators where possible.

Public Relations

• Establish and maintain harmonious relationships with the local business community and council/government authorities.

• Become actively involved with the Business Improvement District (BID) and other local organisations that may assist with the future development of the Centre.

Media

• Co-ordinate the production of promotional media releases that are of a local issue.

• All other media statements and releases will require Asset Manager approval prior to release.

Confidentiality

• All Centre Management matters pertaining to the development and its retailers must at all times be kept confidential. Under no circumstances should confidential information be discussed with any party other than with the party directly involved with the issue. The Centre Manager must also at all times exercise discretion with disclosure of sensitive information to his staff and it is preferable, where possible to apply the “need to know” principle.

Hours

• Attendance will be based on a 40 per week but hours / days will be variable to suit the needs and demands of the Centre, to include the extended leisure and retail trading hours, including weekends and bank holidays if required.

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Skills, Knowledge and Experience

Desirable:

· Relevant degree or professional qualifications or working towards

· Experience working with local authorities, BID or community groups

· First Aid, IOSH, NEBOSH or similar qualification

Experience/ Training

· Previous retail/leisure/property experience

· Report writing skills

· People Management experience

· Verbal and Written Presentation Skills

· Experience of managing services to an agreed budget

· To be able to evidence an understanding and practical application of the use of IT and electronic communications, including the use of Microsoft Office.

· Knowledge of current Health and Safety legislation

· Knowledge of Corporate Responsibility and Environmental Issues

Personal Qualities

· Excellent leadership Skills

· Excellent organisational and time management skills

· Self-motivated and able to work on own initiative

· Ability to communicate effectively to a range of individuals

Miscellaneous

· Ability and willingness to work flexibly including duty management, weekend, early morning and evening work on occasions.

Working Hours - 40 hours

Salary - Up to £56,000

Please see our Benefits Booklet for more information.