This is a new role at Kings Cross.
The role has been created for 2 principal reasons;
- To support the Head of Office & Retail Operations with the day-to-day management of the retail team, being the initial point of escalation for retail matters, supporting the retail team's development and driving operational excellence within the retail function at KX.
- To allow the Head of Office & Retail Operations to devote additional time to driving operational consistency and innovation within the PM and retail function at KX.
The Senior Retail Manager (SRM) will be responsible for the delivery of day-to-day operations within the retail elements within the buildings on the KX Estate, managed by the retail team.
They will ensure that the contractual obligations to our occupiers are met and exceeded in a consistent, proactive and professional manner, in keeping with the values and policies of the site-based team.
They will be responsible to drive an operationally efficient and commercially competitive environment within the properties, always protecting the value and reputation of the owner's assets.
The SRM will support the HoO&R's work in driving a culture of innovation, enhanced asset values and world-class customer service.
The SRM will be the first escalation point for retail matters, occupiers and services partners associated with the retail elements at Kings Cross.
They will work with the KCES team and wider Savills team to ensure all involved are delivering to the appropriate standard set by the head of office & retail operations and senior KCES management team
They will drive, implement, and maintain the usage of effective management systems and procedures in the delivery and continuity of service of the security, M+E, cleaning, health & Safety, and customer service within the building and wider estate. They will ensure consistency of implementation and delivery of these is achieved by the whole retail team.
The senior retail manager will actively contribute and drive standards of the management of Health, Safety and well-being for all users of the Kings Cross Estate and drive initiatives across the estate. They will be responsible for ensuring all in the retail team actively feed into this and support initiatives around this
The senior retail manager will work with the head of retail operations and the rest of the retail team and ensure any objectives and initiatives are set and implemented in the most efficient, ethical and pragmatic way possible. They will be directly responsible for managing any retail managers that fall under their responsibility, this includes but is not limited to - performance, delivery, progression
The senior retail manager will work with the surveying team to ensure all of the retail team set and manage economically competitive commercial service charge budgets within the agreed timeframes. Through the retail managers, they will also be responsible for the delivery of controlled spend throughout the service charge year and ensure all quotes are sourced in line with the Savills procurement policy by the team.
Customer Service/Stakeholder Engagement
Work closely with the head of office & retail operations and senior property manager to shape the customer experience approach for retail occupiers. Ensure the agreed strategy is adopted and embraced by the whole retail team
Develop and maintain a professional understanding and close working relationship with the appropriate occupier representative and become the main point of contact and/ or escalation for occupiers across the site
Support the HoO&R in ensuring the retail team is continuing to develop, maintain and nurture professional relationships with the occupiers across the portfolio. Flag any areas of concern to the HoO&R and activity manage the team to implement changes where required
Encourage frequent and open communication and flow of information on relevant building issues with occupiers across the estate.
Work with the service partners and other Savills colleagues who may interact with the occupiers to ensure a consistent approach to communication is used across the portfolio. This should include the method of communication used, tone, content, and language by the retail team
Actively engage with the wider Savills retail team to ensure that we stay abreast of industry trends, drive innovation and operational excellence across the estate
Develop and maintain a professional working relationship with all service partners across the estate. Encourage frequent and open communication and flow of information on operational items, and possible initiatives and will be a point of escalation
Develop and maintain a professional working relationship with the relevant departments within the client's organisation. Support the retail team in building these appropriate professional working relationships and also
Where applicable, work closely with the client DM/ AM leads, Savills mobilisation team and other departments in supporting the mobilization of new assets as they complete and manage the seamless handover into management.
Ensure that good relations with all key stakeholders are established and maintained by themselves and the rest of the retail team
Force for Good
Actively engage in all ESG initiatives across the estate and drive the adoption of policies and procedures and will ensure these are adhered to consistently across the KX retail portfolio
Ensure that the sustainability ESG agenda is fully embraced by the team and that they are fully aware of the drivers for change. Actively drive initiatives set by the HoO&R and the senior leadership team
Be abreast of any new initiatives, which could improve ESG performance across the estate and work with the retail team on the implementation of these
Ensure that ESG initiatives are discussed with all occupiers at monthly meetings and promoted where possible
Work with the AM and Savills site team to support the client's events and community programmes across the retail portfolio
Ensure ESG initiatives are considered during the development of capex and service charge budgets with all of the retail team in a consistent way
Hours of Work Monday to Friday 9:00 - 5:30
Salary
£55,000-£65,000
Please see our Benefits Booklet for more information.