Assistant Manager - Retail Operations ( Emirati Talent)

Job Description

About:

Alef Group is a pioneer in developing premier lifestyle communities, destinations, and experiences through investment and strategic joint ventures, seeking an experienced Assistant Manager - Retail Operations to join our team in Sharjah.

Job Purpose:

The position focuses on tenant relations, facilities coordination, customer service, and operational compliance, while also supporting events, marketing initiatives, and financial performance.

Job Accountabilities:

• Oversee the daily operations of Zero 6 Mall and retail outlets in residential projects to ensure smooth functioning.
• Conduct regular inspections of common areas, retail outlets, and facilities to ensure compliance with health, safety, and quality standards.
• Support the implementation of Standard Operating Procedures (SOPs) for mall and retail operations.
• Ensure timely resolution of operational issues including maintenance, security, cleaning, and utilities.

• Act as the primary point of contact for tenants in Zero 6 Mall and community retail outlets regarding operational concerns.
• Coordinate tenant onboarding, fit-out approvals, shop opening procedures, and compliance with design/brand guidelines.
• Monitor tenant adherence to lease terms, operating hours, and mall regulations.
• Address tenant complaints promptly and escalate complex issues to the Manager / Head of Retail Operations.

• Ensure a high level of customer service and visitor satisfaction across Zero 6 Mall and retail outlets.
• Support the marketing and events team in executing mall promotions, community activations, and seasonal campaigns.
• Monitor customer feedback and suggest initiatives to enhance the shopping and lifestyle experience.

• Liaise with facilities management teams and external vendors (security, cleaning, MEP, landscaping) to ensure service quality.
• Track service provider performance through regular audits and SLA monitoring.
• Support sustainability initiatives and energy efficiency projects across retail properties.

• Assist in preparing and monitoring annual operating budgets for Zero 6 Mall and retail outlets.
• Support the Finance team in service charge reconciliation, vendor payments, and cost control initiatives.
• Ensure compliance with Sharjah Municipality, Civil Defense, RERA, and other UAE regulatory requirements.
• Maintain accurate records of contracts, insurance, and statutory approvals for tenants and vendors.

• Prepare and maintain reports on operational performance, tenant compliance, customer footfall, and revenue.
• Track key operational KPIs such as occupancy, service standards, and customer satisfaction.
• Provide management with insights on operational challenges and recommendations for improvement.

• Supervise and guide operational support staff across Zero 6 Mall and community retail.
• Ensure the team follows established processes and delivers high-quality services.
• Support continuous improvement initiatives to enhance efficiency and tenant/customer experience.

Educational Qualification & Certifications:

• Must have a Bachelor's degree in Business Administration, Facilities Management, Real Estate, or related field.

Work Experience:

• Must have 5–7 years of experience in retail operations or mall management, with at least 2–3 years in a supervisory/assistant manager role.
• Must have prior experience managing mall operations and retail outlets in mixed-use or residential communities is highly preferred.

Skills required:

• Strong knowledge of mall operations, community retail management, and tenant coordination.
• Excellent communication and interpersonal skills for managing tenants, customers, and service providers.
• Problem-solving mindset with the ability to handle operational issues under pressure.
• Knowledge of Sharjah retail property regulations and compliance requirements.
• Proficiency in MS Office; experience with CAFM, ERP, or mall management systems is an advantage.
• Strong organizational skills with attention to detail and ability to multitask.
• Familiarity with customer service standards and event support in retail environments.
• Bilingual (English and Arabic) is preferred.