Destination Director

Jones Lang LaSalle Incorporated
JLL supports the Whole You, personally and professionally.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you’ve got deep experience in commercial real estate, skilled trades, and technology, or you’re looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.

Primary Purpose:

To advance and contribute to the development of the asset management strategy and business objectives, and to play the central role in delivery of high and efficient standards of onsite management and care, in maintaining the Destination’s position in the locality as a best in class, desirable, safe, and progressive environment for occupiers to trade in and customers to shop, visit, live and work in.

Key Responsibilities:

• Continue to improve the quality of the retail environment at the Destination. Lead, develop and inspire the Destination Management team.
• Working closely with the marketing team to optimise and ensure delivery of the marketing strategy.
• To build and maintain effective relationships with all Occupiers in the scheme.
• Work with the Destination Team on reporting and benchmarking of Occupier performance and turnover within the Destination.
• Undertake Annual Tenant/Occupier Surveys or more frequently as required.
• Create an ambassadorial role in local industry business groups, Local Authority and community/civic stakeholder meetings including representing the Destination at local BIDs meetings and any other relevant association meetings.
• To drive additional income generation via commercialisation activities in conjunction with the client’s commercialisation team and optimisation of net operating car park income.
• Collaborate with the client to develop and continually refine the business plans to ensure outstanding business results delivered over time.
• Annual Business Planning and monthly reporting on performance.
• Review opportunities for cost control and efficiencies.
• Management of the car parks linked to the Destination. This will include analysing the current income with reference to the current economic climate and the competing parking in the surrounding areas; and accurately prepare the annual operating and CAPEX budgets for the car parks and implementing within the given timeframe.
• Management of contractor/supplier relationships and key staff.
• Overall responsibility for Health & Safety and Environmental Management.
• Review and recommend tariff charges for the car park and EV charging to drive income.

Key Skills

• 5-10 years Management experience gained within a high-profile retail destination environment.
• Have a strong retail background and understanding and the ability to appreciate different Occupiers and the challenges they face.
• Be able to demonstrate a broad knowledge and approach to addressing the key business challenges facing both the retail market and the Destination faces in the current environment and potential future trends.
• A proven track record in managing onsite / in-house management teams.
• Experience of managing major CAPEX and service charge projects
• Demonstrate high degree of technical competence (via degree or recognised diploma).
• Demonstrate ability to support change related initiatives and to determine what expertise and resources are required to resolve problems quickly and efficiently.
• A detailed understanding of financial management, profit & loss, and IT skills
• Ability to communicate at board room level and contribute to identification and evaluation of potential solutions to the problems based on the facts, assessment of risk and awareness of desired business objectives.

Management Structure Managing Agents:

JLL is responsible to the Landlord for the general administration, operations, and management of the Destination. As such it is concerned with providing high quality customer service and the maintenance/management of common areas, the services and facilities and ensuring that tenants fulfil their covenants and obligations as laid down in their individual lease and the Shopping Destination Regulations. In addition, the Managing Agent is responsible for administering service charge accounts at the Destination and oversees and manages on site employees.

Teamwork:

The intention is that the Destination Director, Management team and Clients / Owners will operate as a united team to operate the Destination as an effective trading proposition and a profitable business aimed at maximising Client investment income.

Destination Director Responsibilities:

To advance and contribute to the development of the Destination, and to play the central role in delivery of high and efficient standards of onsite management and care, in maintaining the Destination position in the locality as a desirable, safe, and progressive environment for Occupiers to trade in and customers to shop, visit, live and work in.

Reporting:

The Destination Director will provide accurate and timely compilation of accounting, turnover, trading, car park and footfall and benchmarking data for the presentation of monthly reports and documentation for the Landlord and respective parties; formal recommendations and reports as required to support strategic and management recommendations; KPI reporting against agreed best practice compliance targets as required; and minutes of meetings and circulate as agreed.

Customer Relations:

The Destination Director will respond to all customer complaints in a timely and efficient manner and ensure that all situations are given the necessary degree of attention and immediacy to ensure positive retrieval of rectification of the problem or incident.

Contractors and Suppliers:

The Destination Director will ensure the appropriate management and control of all contract staff, and the delivery of service standards within JLL Procurement agreements. Ensure team overall delivers to client satisfaction.

The Destination Manager will not enter into any legal agreements with tenants, suppliers or any third party of any nature.

Tenants Relations:

The Destination Manager will foster close and professional relations with all tenants (particularly the anchor tenants) customers and local stakeholders and provide assistance whenever necessary to resolve problems and answer queries and achieving at all times high levels of customer satisfaction. The Destination Director will monitor tenant trading performance and demonstrate detailed knowledge of turnover figures across the asset. The Destination Manager will ensure that tenants comply with occupation obligations of leases and immediately report any breaches to the Property manager and agree actions to resolve.

Additionally, the role will support the business in establishing and playing a key role in the development of new initiatives and participation in the wider business and public community e.g., liaising with Local Residents Associations etc. The Destination Director will act as an ambassador for the scheme and the Client within the industry.

Marketing:

To assist the Clients and its Marketing teams with the development of promotional activates with a view to gaining as much media coverage as possible, including opportunities to generate income. To play an active role in the development of media relations to drive footfall and promote a positive progressive business.

Procurement, Invoice coding and approval:

To be responsible for ensuring that all invoices within service charge approved at the Destination, coded to the appropriate expense code.

To be responsible for the review and maintenance of all records of Destination staff training and development for all site staff.

Service Charge Budgets:

The Destination Director will have constant regard for value for money with all expenditure and constantly strive to drive margins through effective cost control and efficiency whilst improving productivity and quality of services. To have an awareness of financial impact of service costs on occupational tenants in light of current economic climate and to constantly review.

To accurately prepare the annual service charge budget for presentation to the Client in line with approved time frames. The service charge will break down all of the total expenditure into an item by item budget along with any Planned Preventive Maintenance (PPM) work. The draft budget will be submitted to the Property Manager and thereafter the Client / Owner for approval.

Communications:

The Destination Director will lead the Destination team ensuring that all members are kept appropriately informed of current and future activities and projects taking place in the Destination.

The Destination Director will also ensure that the managing agents and Client are informed of any issues that could have a material impact on the Destination, Managing Agents and the Clients.

All communications with the media needs to be in line with the Managing Agent and the Clients’ media policies and consultants.
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