Mall Head – Operations & Business Management

Job Title: Mall Head – Operations & Business Management

Location: Delhi, Noida, Ghaziabad

Qualification: MBA (Preferred); Engineering Degree and/or Certifications in Mall Management, Retail Asset Management, Facility Management, or Leasing preferred

Experience: 14-20 years of overall experience with at least 5 years as Mall Head, General Manager Operations, or equivalent leadership role in a reputed shopping mall having a minimum Gross Leasable Area (GLA) of 500,000 sq. ft.

Role Overview:

The Mall Head will serve as the overall Profit Centre Head, responsible for the complete business, operational, commercial, financial, statutory, and administrative management of the mall. The role is accountable for maximizing asset value, driving profitability, enhancing customer experience, ensuring tenant satisfaction, maintaining world-class operational standards, and safeguarding the interests of ownership.

The incumbent will lead cross-functional teams and work closely with tenants, service partners, government authorities, and corporate stakeholders to achieve business objectives and operational excellence.

Key Responsibilities:

1. Business & Financial Management:

• Own and drive the overall mall P&L and financial performance.
• Develop annual business plans, budgets, forecasts, and growth strategies.
• Monitor revenue, operating expenses, EBITDA, and profitability metrics.
• Implement cost-control initiatives and operational efficiency programs.
• Present monthly, quarterly, and annual performance reviews to senior management and the Board.
• Identify opportunities to enhance asset value and long-term business sustainability.

2. Revenue Maximization & Commercial Performance:

Drive and optimize all revenue streams including:

• Lease rentals
• CAM (Common Area Maintenance) recoveries
• Utility recoveries
• Digital and static advertising income
• Kiosks and temporary retail spaces
• Casual and promotional leasing
• Sponsorships and brand activations
• Parking revenue
• Events and experiential marketing income
• Seasonal campaigns and non-rental revenue opportunities

Ensure continuous enhancement of commercial performance through innovative revenue-generation initiatives.

3. Tenant Relationship & Commercial Management:

• Act as the senior leadership contact for all tenants and anchor stores.
• Build and maintain strong relationships with retailers and key stakeholders.
• Conduct regular tenant engagement meetings and business reviews.
• Resolve tenant concerns and operational issues promptly.
• Ensure adherence to lease terms and commercial obligations.
• Support store fit-outs, openings, refurbishments, and operational readiness.
• Monitor tenant sales performance and business health indicators.
• Improve tenant retention, lease renewals, and occupancy levels.
• Lead collection and recovery of rentals, CAM charges, utility dues, marketing contributions, parking share, and revenue-share rent.

4. Mall Operations & Customer Experience:

• Ensure seamless day-to-day operations across all customer-facing and backend functions.
• Maintain superior customer experience standards across the property.
• Oversee:
• Customer service and concierge operations
• Parking management
• Event execution
• Crowd management
• Emergency response preparedness
• Peak footfall planning
• VIP and special guest movements
• Drive initiatives that improve footfall, dwell time, customer satisfaction, and repeat visitation.

5. Facilities, Engineering & Asset Management:

Oversee operation and maintenance of all engineering and infrastructure systems, including:

• HVAC systems
• Electrical distribution systems
• DG sets and transformers
• STP/WTP plants
• Fire detection and suppression systems
• Elevators and escalators
• Building Management Systems (BMS)
• Plumbing and water systems
• Lighting and energy infrastructure

Responsibilities include:

• Preventive and predictive maintenance planning
• Asset lifecycle management
• Energy efficiency initiatives
• Utility optimization programs
• Reduction in equipment downtime and breakdowns
• Ensuring maximum asset availability and uptime

6. Safety, Security & Risk Management:

• Ensure the highest standards of security, fire safety, and life safety compliance.
• Manage security agencies and emergency response protocols.
• Oversee:
• Crowd control
• Disaster management preparedness
• Incident investigation and reporting
• Risk mitigation measures
• Security audits and compliance reviews
• Maintain a safe environment for customers, tenants, employees, and visitors.

7. Compliance, Government Liaison & Regulatory Management:

• Ensure 100% compliance with all statutory, legal, environmental, labor, and safety regulations.
• Manage timely renewal of licenses, permits, and approvals.
• Liaise with:
• Municipal authorities
• Development authorities
• Police department
• Fire department
• Electricity boards
• Pollution control authorities
• Labour departments
• Revenue and local administration bodies
• Coordinate inspections, audits, and regulatory reviews.
• Ensure zero penalties, violations, or compliance-related disruptions.

8. Vendor & Contract Management:

• Review, negotiate, and administer service contracts and AMCs.
• Monitor vendor performance against agreed service levels and KPIs.
• Ensure contract compliance and governance.
• Drive procurement efficiencies and cost savings initiatives.
• Improve manpower productivity and service quality across all outsourced functions.

9. Marketing Coordination & Asset Positioning:

• Collaborate with the Marketing team to strengthen mall positioning and brand visibility.
• Support initiatives related to:
• Footfall growth
• Consumer engagement
• Events and activations
• Seasonal promotions
• Brand partnerships
• Community outreach programs
• Ensure marketing initiatives contribute effectively to revenue and customer acquisition objectives.

10. Leadership & Team Management:

• Lead multidisciplinary teams across:
• Operations
• Engineering
• Security
• Housekeeping
• Tenant Relations
• Parking Management
• Commercial Coordination
• Foster a high-performance and accountability-driven culture.
• Conduct performance reviews, coaching, succession planning, and talent development.
• Drive employee engagement, productivity, and organizational effectiveness.

Key Performance Indicators (KPIs):

• Revenue achievement against budget
• EBITDA growth and profitability
• Operating margin improvement
• Rent, CAM, and utility recovery efficiency
• Occupancy levels and tenant retention
• Mall footfall growth
• Advertising and promotional revenue
• Casual leasing income
• Parking revenue performance
• Asset uptime and availability
• Energy consumption and utility cost optimization
• Customer satisfaction scores
• Housekeeping and facility audit scores
• Security and safety compliance metrics
• Vendor performance and cost savings
• Statutory and fire compliance adherence
• Zero regulatory penalties or operational disruptions

Required Competencies:

Functional Competencies:

• Mall Operations Management
• Retail Asset Management
• Profit Centre Management
• Financial Planning & Budgeting
• P&L Management
• Leasing & Revenue Management
• Facility & Engineering Management
• Vendor & Contract Management
• Regulatory & Compliance Management
• Customer Experience Management

Leadership Competencies:

• Strategic Thinking
• Business Acumen
• Commercial Negotiation
• Stakeholder Management
• Decision Making
• Conflict Resolution
• Team Leadership & Development
• Ownership Mindset
• Customer Centricity
• Integrity & Professional Ethics
• Executive Presence
• Strong Communication & Influencing Skills