JOB DESCRIPTION

The Regional Senior Executive is a key member of the Centre of Excellence, responsible for elevating the tenant experience across the entire portfolio of malls. This role moves beyond day-to-day operations to focus on strategic planning, process standardization, capability building, and performance analysis. The incumbent will act as an internal consultant, developing the tools, programs, and frameworks that empower individual mall teams to build stronger, more profitable relationships with their tenants.

MAIN ACCOUNTABILITIES

A. Strategic Planning & Portfolio Management

- Develop and drive the regional Tenant Relations strategy and roadmap, ensuring alignment with the overall group business objectives.

- Analyze portfolio-wide data (tenant sales, feedback, retention rates) to identify trends, gaps, and opportunities for enhancing tenant satisfaction and performance.

- Research and recommend innovative tenant engagement initiatives, best practices, and industry trends to be piloted or implemented across the portfolio.

- Support the development of the regional budget for tenant relations programs.

B. Process Standardization & Tool Development

- Create, standardize, and maintain a central repository of Tenant Relations tools and templates, including onboarding kits, communication materials, event guides, and feedback forms.

- Develop and document Standard Operating Procedures (SOPs), Event and Marketing Advertising Guidelines for tenant touchpoints to ensure consistency across all malls.

- Lead the rollout and adoption of new processes or systems (e.g., tenant portals, communication apps) to improve operational efficiency.

C. Capability Building & Guidance

- Act as a subject matter expert and central point of contact for mall-based Tenant Relations/ Marketing teams, providing guidance and consultation on complex cases or high-potential initiatives.

- Develop and deliver training modules and workshops to upskill mall teams on tenant engagement best practices, service excellence, and the use of new tools/SOPs.

- Foster a community of practice among mall teams to facilitate knowledge sharing and peer-to-peer learning.

D. Project & Program Management

- Lead the planning and execution of portfolio-wide tenant relations projects, such as regional tenant appreciation events, portfolio-wide sales campaigns, or tenant awards programs.

- Coordinate with individual mall teams to ensure alignment and successful execution of regional initiatives at the local level.

- Monitor and report on the progress and ROI of key regional tenant programs.