NASM_Nad Al Sheba Mall.Executive - Tenant Relations

Role Overview

Executive - Tenant Relations at Dubai Holding Asset Management, NASM Nad Al Sheba Mall, 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 Bluewaters, JBR, Souk Madinat Jumeirah, Al Khawaneej Walk and The Outlet Village, alongside popular attractions including the Theatre of Digital Art, Madame Tussauds, Tr88house, and Museum of Illusions. Community centres such as Bay Avenue, Mudon Community Centre, and Serena Marketplace enhance the quality of life in residential communities. 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

Develop and maintain strong professional relationships with retail tenants, ensure compliance with lease agreements and regulations, address tenant concerns promptly, and support centre management with documentation, reporting, and coordination across departments to optimize tenant operations and enhance overall mall performance.

Key Responsibilities

Tenant Relations

• Maintain strong focus on administrative tasks, ensuring the accuracy of tenant data.
• Develop strong, professional relationships with all retail tenants and coordinate for all major requirements.
• Ensure that all retail tenants' 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 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 to ensure all stores, including Specialty Leasing, manage the premises and maintain the stores in good working condition.
• Provide the necessary information for supporting the Senior Tenant Relations Executive and/or Tenant and Customer Relations Manager in preparing special case reports for rent discounts requested by important tenants to be presented to the 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 tenant letters, rent concession cases, early terminations, and other office memorandums.
• Ensure the mall management support officer collects tenant data, such as tenants' monthly sales records, footfall, sales performance, compliance documents, permits.
• Ensure all tenants' lease documentation is updated and is in place.

Documentation and Communication

• Prepare and present timely tenant correspondence, memos, and requests in line with DHAM guidelines.
• Keep all tenant files/documentation up to date, such as an organized database of leases, trade licenses, insurances, tenants' IDs, and 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 contract, AMC, Trade License for all tenants, Grease Trap, Kitchen hood/ecology unit contract and report, and LPG contracts for F&B units.
• Process all correspondence/communication received from Tenants and maintain a tracker for tenant communication.

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.
• Raise and escalate tenant issues arising within the common areas in coordination with the community management team to the Senior Tenant Relations Executive and/or the Tenant and Customer Relations Manager in a timely manner.
• Support set up and engagement with all marketing events and sponsored programs.
• Liaise with the finance department on tenant billing issues and queries, as well as reconciliations.

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.
• Liaise with other DHAM departments, such as DTS, when Tenants make a formal variation request.
• Conduct regular inspections of tenant premises and record any lease/H&S violations.
• 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 tenancy and common areas in liaison with all relevant departments.
• Encourage tenants to utilize the valuable shop windows scheme during special events (Eid, Valentine's Day, Holiday season).

Performance Review and Reporting

• Support the Senior Tenant Relations Executive and/or the Tenant and Customer Service Manager in analyzing individual retailer and category performance to present findings to the Senior Centre Manager and Marketing in regard to business enhancement opportunities.
• 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 analysis from Yardi, POS, Footfall, and RAFs.

Qualifications & Experience

• 2–4 years of experience in retail/real estate management, mall operations, tenant relations, leasing, or customer experience.
• Middle East experience is a plus.

Skills & 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.

Additional Information

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