Tenant Relations Executive

Executive - Tennats Relations  – Dubai Holding Asset Management.

About Dubai Holding Asset Management:

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, contributing to its position as one of the world's most coveted and sought-after liveable destinations.

From hot-spot retail destinations like Bluewaters, JBR, Souk Madinat Jumeirah, Al Khawaneej Walk and The Outlet Village to popular attractions, including the Theatre of Digital Art, Madame Tussauds, Tr88house, Museum of Illusions, Dubai Holding Asset Management’s retail destinations captivate millions of visitors and tourists every year. Meanwhile, the niche and vibrant community centres as Bay Avenue, Mudon Community Centre, and Serena Marketplace play a vast role in enhancing the overall quality of life in residential communities, making neighbourhoods more vibrant and connected. In 2022, Dubai Holding Asset Management’s retail destinations collectively attracted over 28 million visitors and hosted over 75 events across the portfolio.

Dubai Asset Management maintains a substantial presence in Dubai with a leasing portfolio of 15 distinct residential communities, elevating the city’s global recognition as one of the most desirable and liveable destinations worldwide.

About the Job:

An opportunity has arisen for a Job Title to join Entity Name. The main duties and responsibilities of this role:

Tenant Relations

• Strong focus required 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 tenant’s complaints, issues, and operational challenges are addressed regularly.
• Ensure that the 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, etc.
• Monitor tenant compliance to specified standards to ensure their operations are within their signed lease agreement guidelines and regulations, such as HSE/ Fire safety, etc.
• 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 - 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 the tenant letters, rent concession cases, early terminations, and other office memorandums.
• Ensure the mall management support officer collects the tenant data, such as tenants’ monthly sales records, footfall, sales performance, compliance documents, permits, etc.
• Ensure all tenants’ lease documentation is updated and in place.

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

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, etc.
• Collect compliance documents (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. Maintain a tracker for tenant communication.

Rental Collections and Billing

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

Tenant Variations / 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, etc.
• 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, etc.
• Receive non-technical requests from the 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, etc.)

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. 

About you:

The ideal candidate for this position will have the following experience and qualifications:

• Coordinate with the technical team to ensure that the functional specifications of retail and tenants’ requirements are implemented during the approved modification.
• 2-4 years experience in retail / real estate management, mall operations, tenant relations, leasing, or customer experience.
• Middle East experience is a plus
• 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.
   

About the Benefits:

At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai