Senior Executive - Tenant Relations

About Dubai Holding Asset Management: 

Dubai Holding Asset Management (DHAM) owns and operates an extensive portfolio of 20 landmark retail destinations and 15 residential communities. The Group plays a focal role in shaping Dubai's position as a global leader in business, tourism and leisure, contributing to its position as one of the world's most coveted and sought-after liveable destinations.

From hot-spot retail destinations like Bluewaters, JBR, Souk Madinat Jumeirah, Al Khawaneej Walk and The Outlet Village to popular attractions, including the Theatre of Digital Art, Madame Tussauds, Tr88house, Museum of Illusions, Dubai Holding Asset Management’s retail destinations captivate millions of visitors and tourists every year. Meanwhile, the niche and vibrant community centres as Bay Avenue, Mudon Community Centre, and Serena Marketplace play a vast role in enhancing the overall quality of life in residential communities, making neighbourhoods more vibrant and connected. In 2022, Dubai Holding Asset Management’s retail destinations collectively attracted over 28 million visitors and hosted over 75 events across the portfolio.

Dubai Asset Management maintains a substantial presence in Dubai with a leasing portfolio of 15 distinct residential communities, elevating the city’s global recognition as one of the most desirable and liveable destinations worldwide.

About the Job: 

An opportunity has arisen for a Senior Executive - Tenant Relations to join Dubai Holding Asset Management. The main duties and responsibilities of this role:

• Develop strong, professional relationships with all retail tenants and coordinate for all major requirements.
• Lead meetings and discussions with tenants to address issues, escalating as required to Tenant and Customer Relations Manager and or SCM
• Ensure that all retail tenant’s complaints, issues, and operational challenges are addressed regularly.
• Ensure tenants comply with Dubai Municipality regulations and DHAM’s lease and retail asset policies and procedures, such as housekeeping, cleanliness, safety, and security.
• Monitor tenant compliance to specified standards to ensure their operations are within their signed lease agreement guidelines and regulations, such as HSE/ Fire safety.
• Carry out routine checks to ensure that all tenant stores are trading, merchandised, presented well, and kept lean, maintained, and safe at all times.
• Ensure all maintenance and safety issues highlighted by the tenants are promptly escalated and resolved by the operations team and service providers.
• Inspect each unit per the approved schedule - Ensure all stores, including Specialty Leasing, manage the premises and maintain the stores in good working condition.
• Prepare special case reports for rent discounts requested by important tenants to be presented to the Senior Centre Manager and Executive Director for further action.
• Conduct tenant orientation meetings for the entire mall, covering emergency procedures, communication systems, and other security procedures relating to the tenants.
• Conduct tenants’ meetings on a regular basis to enhance relationships, operations, and customer experience.
• Draft the tenant letters, rent concession cases, early terminations, and other office memorandums.
• Ensure the mall management support officer collects the tenant data, such as tenants’ monthly sales records, footfall, sales performance, compliance documents, permits, etc.

Coordination with different departments

• Coordinate with the technical team to ensure that the functional specifications of retail and tenants’ requirements are implemented during the approved modification.
• Develop strong, professional relationships with all retail tenants and coordinate for all major requirements.
• Lead meetings and discussions with tenants to address issues, escalating as required to Tenant and Customer Relations Manager and or SCM
• Ensure that all retail tenant’s complaints, issues, and operational challenges are addressed regularly.
• Ensure tenants comply with Dubai Municipality regulations and DHAM’s lease and retail asset policies and procedures, such as housekeeping, cleanliness, safety, and security.
• Monitor tenant compliance to specified standards to ensure their operations are within their signed lease agreement guidelines and regulations, such as HSE/ Fire safety.
• Carry out routine checks to ensure that all tenant stores are trading, merchandised, presented well, and kept lean, maintained, and safe at all times.
• Ensure all maintenance and safety issues highlighted by the tenants are promptly escalated and resolved by the operations team and service providers.
• Inspect each unit per the approved schedule - Ensure all stores, including Specialty Leasing, manage the premises and maintain the stores in good working condition.
• Prepare special case reports for rent discounts requested by important tenants to be presented to the Senior Centre Manager and Executive Director for further action.
• Conduct tenant orientation meetings for the entire mall, covering emergency procedures, communication systems, and other security procedures relating to the tenants.
• Conduct tenants’ meetings on a regular basis to enhance relationships, operations, and customer experience.
• Draft the tenant letters, rent concession cases, early terminations, and other office memorandums.
• Ensure the mall management support officer collects the tenant data, such as tenants’ monthly sales records, footfall, sales performance, compliance documents, permits, etc.
• Provide leadership within the function, setting individual objectives, managing performance, developing, and motivating staff, provision of formal and informal feedback and appraisal – in order to maximize subordinate and departmental performance in the pursuit of the Department’s objectives.

About you: 

The ideal candidate for this position will have the following experience and qualifications:

Minimum Qualification: Bachelor’s degree in business administration/management or any related field.

Experience: Minimum 6 years experience in retail / real estate management, mall operations, tenant relations, leasing, or customer experience. Middle East experience is a plus.

Technical Competencies: 

• Excellent influencing and negotiation skills.
• Excellent problem-solving skills with the ability to maintain composure during difficult conversations.
• Excellent numerical ability / financial acumen and analytical skills.
• Excellent organization and multi-tasking skills.
• Expert in identifying and prioritizing key issues.
• Excellent analytical and judgment capabilities.
• Excellent interpersonal skills with the ability to establish and nurture relationships at all levels.
• Strong English communication skills. Arabic is a big plus.

About the Benefits: