DR_Bay Avenue, Bay Square & Vision Tower.Executive - Tenant Relations

Role Overview

Executive - Tenant Relations at Dubai Holding Asset Management, serving the retail destinations of Bay Avenue, Bay Square, and Vision Tower in Dubai.

Company Overview

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. Retail destinations include Bluewater's, JBR, Souk Madinat Jumeirah, Al Khawaneej Walk, The Outlet Village, Theatre of Digital Art, Madame Tussauds, Tr88house, and Museum of Illusions. Residential community centres include Mudon Community Centre and Serena Marketplace. In 2022, Dubai Holding Asset Management's retail destinations collectively attracted over 28 million visitors and hosted over 75 events across the portfolio.

Role Purpose

The role holder serves as the primary point of contact for all mall tenants, ensuring the establishment and maintenance of strong professional relationships in alignment with the company's objectives. The position is responsible for managing day-to-day administrative tasks, facilitating effective communication, and providing prompt support in addressing tenant-related inquiries and issues.

Key Responsibilities

Tenant Relations

• Develop strong, professional relationships with all retail tenants and coordinate for all major requirements.
• Ensure that all retail tenant complaints, issues, and operational challenges are addressed regularly.
• Ensure that tenants comply with Dubai Municipality regulations as well as with DHAM's lease and retail asset policies and procedures at all times such as housekeeping, cleanliness, safety and security.
• Monitor and measure tenant compliance to specified standards to ensure their operations are within guidelines of their signed lease agreement 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, maintenance free 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 as per the approved schedule and ensure all stores including Specialty Leasing are managing the premises and maintaining the stores in good working condition.
• 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 relationship, operations and customer experience.
• Conduct regular inspection of tenant premises and record any lease/H&S violations.

Documentation and Administration

• Maintain strong focus on administrative tasks ensuring the accuracy of tenant data.
• Draft tenant letters, rent concession cases, early terminations and any other office memorandums.
• Ensure the tenant data is collected by the mall management support officer such as tenants' monthly sales records, footfall, sales performance, compliance documents and permits.
• Ensure all tenants' lease documentation is updated and in place.
• Prepare and present timely tenant correspondence, memos and requests in line with DHAM guidelines.
• Keep all tenant files/documentation up to date such as organized database of leases, trade licenses, insurances, tenants' IDs, Ejari, and ensure timely renewal of licenses before their expiry.
• Maintain accurate and up to date records for all tenants, which may be reviewed at any time by DHAM internal/external auditors and/or Government entities such as Dubai Municipality, Civil Defence.
• Collect compliance documents including insurances, pest control and maintenance contracts, AMC, trade licenses for all tenants, and grease trap, kitchen hood/ecology unit contracts and reports and LPG contracts for F&B units.
• Process all correspondence/communication received from tenants and maintain a tracker for tenant communication.

Coordination with Departments

• Coordinate with technical team to ensure that functional specifications of retail and tenants' requirements are being implemented during the approved modification.
• Support set up and engagement with all marketing events and sponsored programs.
• Liaise with finance department on tenant billing issues and queries, as well as reconciliations.
• Liaise with other DHAM departments such as RDD when tenants make a formal variation request.

Rental Collections and Billing

• Follow up with tenants for timely payment of rentals in coordination with the collections team and support in resolving any conflict or disputes.
• Prepare details of cases as required.

Tenant Variations and Alterations

• Process all legal/statutory notices concerning tenant requests, alterations, violations, etc. by being aware of statutory requirements from Government entities such as Dubai Municipality, Civil Defence.
• Receive non-technical requests from tenants and coordinate for the issuance of the Tenant Work Permit (NOC) and ensure closure within the agreed timelines.

Marketing Support

• Facilitate the execution of retailer driven marketing initiatives within both tenancy and common area in liaison with all relevant departments.
• Encourage tenants to utilize valuable shop windows scheme during special events throughout the year (Eid, Valentine, Holiday season).

Performance Review and Reporting

• Conduct analysis for all retailers and assist the leasing department in planning, controlling and optimizing the brands and tenant mix (replacement of poor performers).
• Conduct data entry and data analysis from Yardi, Salesforce, Footfall.
• Support in preparing retail asset management reports as and when requested (yearly footfall, turnover, rental forecasts).

Qualifications & Experience

• Bachelor's degree in Business Administration, Management, or a related field (preferred but not mandatory).
• Entry-level role with 2–4 years of experience in retail or real estate management, mall operations, tenant relations, leasing, or customer experience.
• Prior experience in the Middle East is an advantage.

Skills & Competencies

• Strong influencing and negotiation skills.
• Proven problem-solving abilities with the capacity to remain composed and professional during challenging situations.
• Strong numerical aptitude, financial acumen, and analytical skills.
• Excellent organizational and multi-tasking abilities with a keen eye for prioritizing key issues.
• Sound analytical thinking and good judgment in decision-making.
• Exceptional interpersonal skills with the ability to build and maintain relationships at all levels.
• Strong command of English with excellent verbal and written communication skills.
• Demonstrates strong customer focus and results orientation with a solid understanding of business operations.
• Highly adaptable, proactive, and creative, with excellent communication, problem-solving, and decision-making skills.
• Excel in planning, organizing, teamwork, and building effective relationships while fostering collaboration and empowerment across all levels.

Additional Information

Dubai Holding is committed to nurturing the success and well-being of colleagues. The role offers a comprehensive benefit package that includes competitive compensation, career development opportunities, and a collaborative work environment.