Assistant Manager Retail Operations (UAE Nationals)

About This Role

About the Role:

The Retail Operations Manager is responsible for overseeing the day-to-day retail operations of the mall, ensuring seamless coordination between tenants, facility teams, customer experience functions, and management. The role focuses on operational excellence, tenant relationship management, revenue optimization, compliance, and delivering a superior shopping experience for customers.

Responsibilities

• Retail Operations Management

• Oversee daily mall retail operations to ensure smooth functioning of all retail outlets and common areas.

• Monitor operational standards, cleanliness, ambience, safety, and customer service levels across the mall.

• Ensure adherence to mall operational policies, SOPs, and brand standards.

• Coordinate with facility management, housekeeping, security, parking, and maintenance teams for uninterrupted operations.

• Manage operational readiness during weekends, festive seasons, promotions, and special events.

• Tenant Relationship Management

• Act as the primary operational point of contact for retail tenants.

• Ensure tenants comply with mall operational guidelines, trading hours, visual merchandising standards, and safety regulations.

• Address tenant concerns, operational escalations, and service-related issues promptly.

• Conduct regular tenant meetings and operational reviews.

• Support tenant onboarding, store opening coordination, and fit-out processes.

• Customer Experience & Service Excellence

• Ensure high standards of customer experience across all touchpoints within the mall.

• Monitor customer feedback, complaints, and service recovery mechanisms.

• Implement initiatives to improve shopper engagement, convenience, and satisfaction.

• Coordinate with marketing teams during campaigns, activations, and events to ensure operational execution.

• Compliance & Safety

• Ensure compliance with statutory requirements, fire & life safety norms, and mall operational policies.

• Conduct periodic operational audits and risk assessments.

• Coordinate emergency response procedures and crisis management protocols.

• Ensure all retail units comply with health, safety, and operational regulations.

• Revenue & Commercial Support

• Support revenue optimization initiatives through operational efficiency and tenant engagement.

• Monitor retail occupancy operations and support leasing teams during store handovers.

• Track operational KPIs, footfall trends, customer service metrics, and tenant performance indicators.

• Assist in budgeting and operational cost control initiatives.

• Team Coordination & Leadership

• Coordinate cross-functional operational teams for efficient execution.

• Provide guidance and operational direction to support staff and vendors.

• Ensure vendor performance management and SLA compliance.

• Foster a collaborative and customer-centric work culture.

Qualifications

• Bachelor’s degree in Business Administration, Retail Management, Hospitality Management, or related field.
• MBA or relevant certification is an added advantage.
• 5–10 years of experience in retail operations, mall management, hospitality, or commercial property management.
• Experience managing multiple stakeholders and retail tenants preferred.

Required Skills

• Strong retail and mall operations knowledge
• Excellent stakeholder and tenant management skills
• Customer service orientation
• Problem-solving and decision-making ability
• Operational planning and execution
• Communication and negotiation skills
• Crisis and conflict management
• Leadership and team coordination
• Strong analytical and reporting capability