Eden – Retail Liaison Executive

The ideal candidate will be a confident, self‑motivated and commercially driven individual with a passion for retail. This is an energetic, busy and varied role supporting the centre management team at Eden, High Wycombe. The main focus of this role is to act as a liaison between individual stores and Centre Management utilising exceptional communication skills.

This role requires a candidate who is super creative, an ideas person, with a real passion for retail, analysis and comms.

There is a high level of liaison at many different levels; you will be responsible for managing relationships with over 100 stores. The successful candidate must be a strong source of communication between Centre Management and our Retail Partners. To produce accurate retailer statistical data, ensuring a continuous review across all retailer operations. Accountable for the management of our retailer meeting plans and to build relationships with all centre retailers to ensure Eden delivers a best in class service.

Operations Management Support for Deputy Centre Manager / Site is required based on Client’s on‑site management expectations; continuity of contract performance; H&S compliance; additional Car Park Management.

• Collate and analyse weekly/monthly occupier sales data, communicating areas of growth and risk to the management team producing trend analysis reports from trading data.
• Identify opportunities to drive revenue and profit, champion car park offers
• Collate, analyse and review all available data to help understand the retail, leisure and managed operation
• Maximise the usage of all data including footfall, path intelligence, dwell time, average spend, catchments and customer profile
• Have a strong understanding of the Centre’s competition and performance.
• Deliver feedback to management meetings and departmental managers daily/as required regarding retailer updates and issues arising.
• Undertake regular occupier visits in order to maintain a positive working relationships, gain constructive feedback and understanding. To provide support and assistance
• Communicate with retailers on a regular basis on operational issues including formal meetings, establishing effective working relationships
• Ensure retail compliance with regulations and lease covenants, as well as other compliance issues
• To respond to and coordinate retailer enquiries including operational issues, shop refreshes and performance issues
• Focus on overall delivery of excellent Customer Service and lead any customer service staff
• Take the lead in inducting any new occupiers and new store managers, advise of Health and safety issues and build awareness of the Centre and Client’s Brand
• Act as a mediator between external agencies such as trading standards and our occupiers to ensure any issues are resolved
• Maintain an up to date list of store managers, area managers and head office contacts and develop strong links with these groups.
• Work, in conjunction with the centre management team to develop and distribute any occupier information, newsletters. To develop local offers and initiatives.
• React to customer comments in liaison with the appropriate retailers, finding permanent solutions to reoccurring issues
• Be aware of retailer events and their impact on the centre and to ensure that these are well managed with communication and face to face contact with the centre team
• Engage occupiers to participate in any sales growth opportunities such as events, promotions and marketing activities in line with the centres marketing campaign
• Develop and undertake training programmes for the occupiers of the centre ensuring that these are relevant and focused on need
• Facilitate occupier meetings and forums, assisting with their planning and delivery, arranging guest speakers an store manager attendance
• Liaise with mall operators, to ensure the highest standards of presentation and service and to ensure that the operations comply with the mall space strategy
• Support the Mall retailing team in the delivering of their strategy for the centre
• To work alongside the Centre's security team and local police to maximise information sharing and crime prevention strategies.
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