Retail Liaison Manager

　　Job ID

　　147259

　　Posted

　　22-Jan-2024

　　Service line

　　Advisory Segment

　　Role type

　　Full-time

　　Areas of Interest

　　Facilities Management, Marketing, Property Management

　　Location(s)

　　Manchester - England - United Kingdom of Great Britain and Northern Ireland

　　About Manchester Arndale

　　We’re the biggest inner-city shopping centre in the country and we couldn’t be prouder to call Manchester our home. With over 200 retail stores, restaurants, cafes and leisure venues, we’re truly at the heart of the city and attract a diverse customer base with footfall of 40 million people every year, including regional, national and international visitors.

　　Job Purpose:

　　The ideal candidate will be a confident, self-motivated and commercially driven, with a passion for retail. This is an energetic, busy and varied role supporting the centre management team in which an understanding for how retail sales can be maximised will be critical. This role is to act as a liaison between individual stores and the Centre’s Marketing and Operational teams; so exceptional communications skilled are required.

　　The role will also assist in the Centre’s digital marketing planning as well as assisting in the implementation of the marketing strategy. Liaison will take place at many different levels to develop relationships with over 250 stores.

　　The successful candidate must be able to communicate effectively between Centre Management and our Retail Partners to drive sales whenever possible and produce accurate retailer sales data; ensuring a continuous review across all retailers’ operations. The successful candidate will also be accountable for the management of the retail sales collection process and our retailer meeting plans to help build relationships with retailers’ stakeholders.

　　Key responsibilities:

　　Collate and analyse weekly/monthly occupier sales data, communicating areas of growth and risk to the management team producing trend analysis reports from trading data.

　　Manage the end-to-end sales collection process to ensure agreed collection targets by month, week, day are achieved.

　　To research and disseminate knowledge of the Centre’s current retail trends and performance indicators to Retailers and the JV Owners.

　　Identify opportunities for the retailers, to drive revenue and profit, through retail sales.

　　Maximise the usage of all data including footfall and sales reports, dwell time, average spend, catchments and customer profiles.

　　Have a strong understanding of the Centre’s competition and its relative performance.

　　Deliver feedback to management meetings and departmental managers as required regarding retailer updates and issues arising.

　　Undertake regular occupier visits to maintain a positive working relationship, gain constructive feedback and understanding. To provide support and assistance.

　　Communicate with retailers on a regular basis on operational issues including formal meetings, establishing effective working relationships.

　　Engage occupiers to participate in any sales growth opportunities such as events, Gift Card schemes, promotions and marketing activities in line with the centres marketing campaign.

　　Ensure compliance with regulations and lease covenants.

　　Key responsibility for all retailer enquiries including operational and performance issues.

　　Take the lead in inducting any new occupiers and new store managers, advise of Health and safety issues and build awareness of the Centre and Client’s Brand

　　Liaise with the Head of Operations between external agencies such as trading standards and our occupiers to ensure any issues are resolved.

　　Maintain an up-to-date list of store managers, area managers and head office contacts and develop strong links with these groups.

　　Work, in conjunction with the centre management team to develop and distribute any occupier information, newsletters. To develop local offers and initiatives.

　　React to customer comments in liaison with the appropriate retailers, finding permanent solutions to reoccurring issues.

　　Be aware of retailer events and their impact on the centre and to ensure that these are well managed with communication and face to face contact with the centre team.

　　Develop and undertake training programmes for the occupiers of the centre ensuring that these are relevant and focused on need.

　　Support the management team in the delivering of their strategy for the centre.

　　Work with the Head of Marketing to develop and assist in the execution of a comprehensive digital strategy that supports the centre, its retail partners and wider marketing strategy.

　　To work alongside the Centre's security team, Retail BID and local police to optimise crime prevention strategies for the centre’s retailers.

　　Skills, Knowledge and Experience

　　Candidates will be required to demonstrate the following:

　　Essential

　　Have a demonstrable knowledge of the retail industry.

　　Previous retail management experience.

　　Exceptional communication skills.

　　A deep understanding of digital marketing and the overall digital landscape.

　　Confident communicator, energetic, self-motivated and passionate about retail.

　　Excellent organisational and time management skills and able to meet tight deadlines.

　　Self-motivated and able to work on own initiative without ongoing direct supervision.

　　Excellent interpersonal and communication skills and able to effectively communicate with staff, the public and potential customer groups at all levels.

　　Willingness to adopt a flexible approach to working patterns and working ethos in order to respond to the changing needs of Leisure & Retail environment. The role will involve working hours in line with the peak trading times for occupiers.

　　Proactive, reliable, flexible and a commitment to first class customer service

　　Desirable

　　The ability to work under deadline pressure and manage multiple projects.

　　Analytical and a flexible attitude.

　　A self-starter, and an ability to work both autonomously, and as part of a team.

　　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.

　　CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)