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Job Listing Detail

Centre Manager

Job Reference
Employment Type

St Anns Shopping Centre, Harrow​

HR Contact

​Please email a covering letter and your CV (including reason for wishing to leave your present position and remuneration expectations), to  
Please note that the closing date for applications is 24 May 2018

We are unable to respond to any applicant individually, therefore if you have not heard from us within seven to fourteen days of the closing date, please assume you have been unsuccessful on this occasion.

Role Objectives

​Responsible for:                              

For the strategic leadership, business management and operational management for the Centre and to improve the trading potential of the Centre with a clear focus on improving asset performance.

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 Centre's position in the locality as a best in class, desirable, safe and progressive environment for retailers to trade in and customers to shop, visit and work in.

Key Responsibilities:                      

  • Continue to improve the quality of the retail environment at the Centre.

  • Lead, develop and inspire the Centre Management team.

  • Working closely with the Landlord's marketing consultant to optimise and ensure delivery of the marketing strategy.

  • To build and maintain effective relationships with all retailers in the scheme.

  • Work with the Centre Team on reporting and benchmarking of retailer performance and turnover within the Centre.

  • 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 Centre at local BIDs meetings and any other relevant association meetings.

  • To drive additional income generation via commercialisation activities in conjunction with appointed commercialisation team and optimisation of net operating car park income.

  • Assume responsibility for the development and continual refinement of business plans to ensure outstanding business results delivered over time.

  • Annual Business Planning and quarterly reporting on performance.

  • Management of the Centre's car park. 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 park and implementing within the given timeframe.

  • Management of contractor/supplier relationships and key staff.

  • Overall responsibility for Health & Safety and Environmental Management.


​Management Structure

Managing Agents:                           

JLL is responsible to the Landlord for the general administration, operations and management of the Shopping Centre. 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 Centre Regulations. In addition, the Managing Agent is responsible for administering service charge accounts at the Centre and oversees and manages on site employees.


The intention is that the Centre Manager, Associate Director and Clients / Owners will operate as a united team in order to operate the Shopping Centre as an effective trading proposition and a profitable business aimed at maximising Client investment income.

Centre Manager Responsibilities


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


The Centre Manager 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 Centre Manager 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 Centre Manager will ensure the appropriate management and control of all contract staff, and the delivery of service standards within JLL Procurement Charter agreements. Ensure team overall delivers to client satisfaction.
The Centre Manager will not enter into any legal agreements with tenants, suppliers or any third party, of any nature, but will tender and agree the specifications providing reports and recommendations to the Property Manager.

Tenants Relations:                          

The Centre 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 Centre Manager will need to monitor tenant trading performance and demonstrate detailed knowledge of turnover figures across the scheme. The Centre 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.

Trader's Association:                     

The Centre Manager will fulfil an active role in the support of the Traders Association (where appropriate) and assist with the management of all articles and presentations. 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 Centre Manager will act as an ambassador for the scheme and the Landlord within the industry.


To assist the Clients and its Marketing consultant (Bewonder) 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

Secondary Income:                         

With the assistance of the JLL team or any third party appointed company, to be responsible for pursuing initiatives to generate additional income from conception through to implementation for secondary income, responsible for achieving annual financial targets for revenue generation. In addition, to be responsible for the management of RMU's and Car Park to ensure net income is maximised to the benefit of the Centre as a whole.

Procurement, Invoice coding and approval:                    

To be responsible for ensuring that all invoices within service charge authority levels are presented and approved at the Centre, coded to the appropriate expense code and submitted to the surveyor for counter signature prior to payment by the Management Agents accounts department.

Training Records:                           

To be responsible for the review and maintenance of all records of staff training and development including preparation and implementation of training programmes for all site staff.

Financial Control:                            

The Centre Manager 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 and look for and consider alternative methods of procurement including renting, leasing, spreading costs, refurbishment and sponsorship etc. To be responsible for cash management controls and ensure annual external auditors recommendations implemented.

Service Charge Budgets:              

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 Associate Director and thereafter the Client / Owner for approval.

The asset comprises 4 properties (2 centres and 2 car parks). All four cost centres are inter-linked and require close monitoring and management. Strong accounting skills and experience are essential in order to accurately prepare the annual service charge budget.

To prepare accurate quarterly and annual service charge reconciliations of expenditure within specified time frames for presentation to the Surveyor, Client and tenants.


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

The Centre Manager will also ensure that the managing agents and Client are informed of any issues that could have a material impact on the Centre, 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.

To promote/represent the Centre (as appropriate) to external organisations including the local authority and other key stakeholders.

Health & Safety And Environmental:                        

In conjunction with other staff members to operate the Centre in compliance with all health & Safety and Environmental legislation and regulations, adhering to procedures laid down and working towards stated targets.
To take responsible care for the health & safety of yourself and of other persons who might be affected by your acts or omissions at work.

To co-operate with JLL in so far as is necessary to enable JLL to comply fully and at all times with its legal duties regarding health, safety, environmental and welfare matters.

To familiarise yourself with JLL's health, safety, welfare, fire and environmental arrangements

Additional Responsibilities:         

To assist the letting agents and other professionals / representatives appointed or representing the Client / Owner or Managing Agents in the execution of their transactions / tasks. This may include amongst others providing plans, communicating data, co-ordinating the site visits, assessing shop fit-out / alterations proposals, entertaining prospective tenants, providing data including pedestrian footfall and undertaking any other reasonable tasks deemed necessary by the Associate Director or the Clients / Owners from time to time and as required in order to achieve the investment objectives of the Landlord.

To provide strategic assistance into any proposed development or refurbishment of the Centre or parts thereof.

Ensure the Centre Team observe the clients Sustainable Real Estate Policy which sets the standards that all areas of the property must adhere to. The policy is in place to ensure that the client maximises the environmental performance and investment opportunities and minimise the adverse impacts their Real Estate activity has on the environment.

The disclosure of all confidential information to third parties is to be authorised in advance.

Required Qualifications
  • 5-10 years Management experience gained within a high profile shopping centre environment.

  • Have a strong retail background and understanding and the ability to  appreciate different retailers 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 Centre 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 confidently at Client meetings 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.