General Manager - Two Rivers Lifestyle Center at Centum

Two Rivers Lifestyle Center (Two Rivers Mall) is East Africa’s largest Lifestyle Center and home to over 200 retail stores offering a unique blend of local and international experiences and 21,000 SQM of office space. The Centre is a key destination for retail, entertainment and lifestyle with over renown Brands in Food & Beverage, Home Shopping, Fashion, Health & Wellness, Beauty & Cosmetics as well as global entertainment Brands such as 4D Vox Cinemas, Magic Planet and Funscapes.

The Role

The role holder shall be responsible for positioning Two Rivers as the preferred top of mind business, retail, entertainment, residential and hospitality destination Globally. He/she will ensure internal and external customer satisfaction, maximize destination occupancy, operational efficiency and ensure profitability of Two Rivers. The position will take responsibility for successful mall and office management including but not limited to leasing and tenant relations, business planning, marketing strategy and financial management in line with the business case.

The holder of this role will report to the Two Rivers Lifestyle Centre Board.

Key Responsibilities

The specific expectations of this role include, but are not limited to:

• Position Two Rivers as globally pre-eminent destination
  • Draw at least 40,000 visitors into the destination daily (this includes weekdays) and to translate these visits into sales of at least Kshs. 2,700 per visitor;
  • Develop and execute innovative events that will drive traffic into the destination and effectively link the footfall to tenants and sales ;
  • Design and implement a robust marketing strategy; track and ensure conversion of these initiatives into revenue streams;
  • Build brand loyalty through a consistently exceptional quality experience for all stakeholders who include tenants and customers;
• Maximize destination occupancy and facilitate the commercial success of the tenants
  • Through strong relationships with all the tenants ensure that the destination offering aligns to and exceeds the demands/needs of the customers;
  • Leverage on technology investments in the destination to provide tenants with relevant, timely information critical for tracking and managing their performance;
  • Resolve complaints and demands of tenants within the guidelines of the legal and contractual framework as well as the business case;
  • Develop and successful implementation of a leasing strategy for the Office space; 
• Develop the following destination investments into commercially viable businesses;
  • Amphitheatre & events squares
  • Waterfront
  • Data centre and related ICT infrastructure 
• Management of the Mall Operations;
  • Effectively manage an array of service providers and provide oversight to the delivery of reliable and high-quality services across the facility;
  • Oversee the facilities and operations management and control of all maintenance, inspection and safety regulations;
  • In conjunction with the finance team, prepare and manage the financial budgets, systems, processes as well the revenue streams (service charge& rent) to realize the return on the shareholders’ investment;
  • Develop and implement procedures and systems across all mall functions to ensure smooth coordination / cooperation among the various internal departments to facilitate business needs and deliver positive customer and tenant experiences; 
• Drive the commercial growth of the Center;
  • Create demand for future developments in the destination and drive the process of ensuring that the design and developed products meet and exceed the expectations of the market;
  • Develop alternative revenue generating opportunities such as advertising and online retailing;
  • Forge strategic relationships with potential partners for new developments in the destination; 
• Develop and lead a cohesive team that will position Two Rivers as a globally pre-eminent destination through consistent delivery of an exceptional experience for all customers; 
• Ensure legal compliance with respect to mall operations and tenant management; 
• Manage stakeholder relations which include but are not limited to relationships with the; Board, Government of Kenya, County governments, regulatory agencies such as NEMA, WRMA, Ministry of Public Health, Kenya Police, Kenya Revenue Authority etc; ensure periodic reporting is done in a timely and accurate manner;

Requirements

• A minimum of 5 years’ experience in a similar leadership role in Commercial Real Estate Management.
• A leader with proven ability to position and create demand for products and services.
• Commercially aware and entrepreneurial with a track record of building and effectively leading profitable enterprises.
• A no-excuses individual with demonstrated capacity to successfully execute multiple projects simultaneously.
• An effective and ethical leader with a track record of building and leading successful teams.
• A highly networked and influential individual with the ability to cultivate and retain relationships with a globally diverse group of institutions and individuals.
• A personable individual, excellent communicator with good negotiation skills