Job Description

• Assist in addressing and resolving escalated tenant issues and disputes concerning sales and services.

• Work with the Sales Promotion department to ensure that strategies and objectives are aligned, and that marketing initiatives support and complement sales efforts and overall business goals.

• Support the preparation of monthly sales reports, credit reports, and other relevant statistics for Management review.

• Attend monthly meetings to discuss sales reports with managers and staff.

• Gain an understanding of tenants\xe2\x80\x99 business models to support their operational needs better and provide relevant insights to the Operations Department and other departments within the company.

• Deliver intelligence reporting for tenants to improve their performance by understanding their respective business models.

• Identify and develop value-added opportunities to boost sales and service in line with corporate targets.

• Act as the primary liaison between tenants and various departments within the company.

• Ensure prompt and immediate responses to tenant inquiries, issues, problems, and concerns.

• Analyze and understand market trends and demands to offer valuable insights to tenants for improving their performance.

• Assist tenants in improving their sales and service standards to align with corporate targets.

• Maintain a detailed database for each tenant regarding business matters for easy reference.

• Review and analyze sales performance data, and provide recommendations for contract extensions or renewals at least 9 months before the contract expires.

• Maintain category management and deliver findings and recommendations to management.

• Coordinate with other units and departments to create a unified annual calendar of events, activities, campaigns, and maintenance exercises.

• Ensure compliance with contracts and operational standards to meet both business and customer expectations.

• Oversee the daily operations of the Information Counters.

• Manage customer-related issues.

• Address customer complaints, investigate issues, and propose timely resolutions in accordance with corporate policies and procedures.

• Recommend training programs to enhance the service levels of Information Counter staff, sales personnel, and others.

• Ensure adherence to customer service policies and procedures, and execute customer service contracts in line with agreed-upon service levels and standards.

• Oversee and coordinate customer service projects and initiatives.

• Carry out any additional duties assigned by your superior that are relevant to this role.

• Post Graduate Diploma or Bachelor\'s Degree in Marketing / Commerce / Business Studies, Advertising / Mass Communication, Electrical Engineering or any equivalent.

• Minimum 6 years experience in Mall operations and management position.

• Demonstrated experience in managing mall operations, facilities management, or marketing at a prestigious large shopping mall or real estate company.

• Strong business insight and solid technical knowledge of commercial facilities.

• Knowledge and experience in digital and online marketing tools would be advantageous.

• Exceptional organizational, communication, and networking skills.

• Innovative thinking and strong commercial awareness.

• Demonstrates leadership skills with the ability to inspire and maintain a high level of teamwork among team members.

• Thrives in a fast-paced environment with a strong attention to accuracy and detail.

• Self-driven with a high level of initiative and responsibility.

• Capable of working under pressure and managing multiple tasks simultaneously.

• Proficient in English, Bahasa Malaysia, and Chinese.

• Skilled in using Microsoft Office and spreadsheets.

Agensi Pekerjaan Executive Recruiters Sdn Bhd