Centre Operations Manager - Bluewater

We are Landsec
We identify and shape places that create opportunity, enhance quality of life, and bring joy to the people connected to them.

This is how we’ve created the UK’s leading portfolio of urban places and one of the largest real estate companies in Europe.

Our £10 billion portfolio is built around premium workplaces, the country’s pre-eminent retail platform, and a residential pipeline that will redefine urban life.

We’ve honed this ability over 80 years. Spotting the opportunities, building the partnerships, and continually adapting to shape the places that meet the needs of a changing world.

Places where life happens. Where businesses grow. And where cities are defined.

Location

The role will be based at Bluewater. There will be the need for occasional travel to other sites around the country and London Victoria as and when required.

The role
A member of the Centre Leadership Team, the Centre Operations Manager is responsible for  Internal and external  Operational excellence delivered through clear planning and with the support of the Hard and Soft Service Elevate Partners. Building strong internal and external relationships to ensure that that operational requirements and contract KPIs are fully met.

The Centre Operations Manager will lead and be the Responsible Person for the centre’s Health, Safety, Security and Compliance, working with the Victoria-based Health and Safety and Security teams.

In addition the Centre Operations Manager takes the lead in delivering environmental objectives and planning and successful implementation of property related projects

Setting and delivering Hard and Soft budgets in the Service Charge and supporting the delivery of the Annual Asset Plan. Success will be measured by guest feedback (NPS+), impact on providing value for money, project delivery, and support for events and promotions driving footfall, dwell time and spend.

The Centre Operations Manager will be a brand ambassador for the centre, leading excellent standards of guest service through strong and respected relationships with others.

The Team

The role has indirect management responsibility for our Elevate Service Partner teams.

Principle Accountabilities

• Lead operations teams to deliver high and exacting standards

• Lead and be the Responsible Person for centre Health, Safety and Security reporting and actions

• Lead of the delivery of Environmental targets

• Lead on the delivery of planned property related projects

• Drive guest experience and strive for quality as an ambassador and leader of the brand

• Assist the Centre Director and Deputy Centre Director in the forecasting and management of the hard and soft service charge budgets

• Help organise and manage the delivery of events in accordance with One Best Way procedures

• Ensure that marketing and commercial partnership-led events and promotions are delivered ‘best in class’, and establish and maintain this as an acknowledged point of difference

• Assist in the procurement and delivery of all goods and services in accordance with company guidelines

• Have a full understanding and appreciation of the corporate strategy and its implementation onsite

• Develop a close and positive relationship with Evelate Service Partners to address operational issues and build awareness of processes and procedures operated by the centre. This includes soft and technical services, sustainability, health and safety and emergency procedures

• Be fully conversant with the company rules and regulations, including HR, health and safety, environment, fire emergency, bomb and continuity plans. This includes liaison with statutory authorities such as Building Control, Environmental Health, Rating and emergency services

• Develop and deliver ESG targets for the centre

• Be a leader in contract management and contract performance analysis

• Assist with the delivery of our purpose of Connecting Communities

• Be fully conversant with reports and report writing — delivering presentations, spreadsheets and updates as necessary

• Willingness to work weekends (on rota) and attend meetings in London and around the UK

• In addition to the responsibilities and duties listed above, the job holder is required to undertake any other tasks or duties as may be required by the Centre Director from time to time, considered relevant to the general function of the department

• Given the requirement to provide a 24 hour operation to retail and leisure partners, flexibility is required and it may be necessary for you to work additional hours outside of normal office hours to meet the needs of your role.

Essential Criteria

• Decision quality / timely decision-making

• Perspective

• Project management

• Developing self / direct reports

• Priority setting

• Tenacity / drive for results

• Accountability and ownership

• Customer focus

• Integrity and trust

• Relationship building

• Motivating others

• Teamwork

• Managerial courage

• Problem-solving

At Landsec, we value diversity & inclusion. We work to better reflect the diversity of the communities we work within and empower everyone who works at Landsec to realise their potential.

We strive to ensure all our information, and services are accessible to and usable by everyone. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please get in touch with our recruitment partners by emailing [email protected]

To find out more about our approach, visit our Diversity and Inclusion page.