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 Senior Executive - Tenant Relationsto join
Dubai Holding Asset Management. The main duties and responsibilities of this role:
Tenant Relations
- Develop strong, professional relationships with all retail tenants and coordinate for all major requirements.
- Lead meetings and discussions with tenants to address issues, escalating as required to Tenant and Customer Relations Manager and or SCM
- Ensure that all retail tenant’s complaints, issues, and operational challenges are addressed regularly.
- Ensure tenants comply with Dubai Municipality regulations and DHAM’s lease and retail asset policies and procedures, such as housekeeping, cleanliness, safety, and security.
- Monitor tenant compliance to specified standards to ensure their operations are within their signed lease agreement guidelines and regulations, such as HSE/ Fire safety.
- 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.
- Prepare special case reports for rent discounts requested by important tenants to be presented to the Senior 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.
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 Tenant & Customer Relations Manager and SCM in a timely manner.
- Liaise with the finance department on tenant billing issues and queries, including reconciliations
- Support set up and engagement with all marketing events and sponsored programs.
Documentation and Communication
- Develop and implement plans for the collection of the required documents and data from tenants. Lead this collection with the TRE / SO / CSO team. Ensure follow-up and provide guidance as required
- 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, & 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 Government entities such as Dubai Municipality, Civil Defence, etc.
- Process all correspondence/communication received from Tenants. Maintain a tracker for tenant communication.
Rental Collections and Billing
- Set goals for the TRE in relation to collections. Provide follow-up and guidance as required. Escalate to Tenant and customer relations manager and SCM as required
- 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 inspection of tenant premises and record any lease / H&S violations, etc., and follow up with tenants
- 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 throughout the year (Eid, Valentine's Day, Holiday season, etc.)
Performance Review and Reporting
- Analyse individual retailer and category performance and present findings to the Tenant and customer relations manager and 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.
- Support in preparing retail asset management reports as & when requested (yearly footfall, turnover, rental forecasts, etc.).
About you:The ideal candidate for this position will have the following experience and qualifications:
- UAE national is preferred
- Must have Arabic speaking and Writing Skills
- Bachelor’s degree in any related field.
- Minimum 3-4 years in a similar/related role within a Retail and Tenants relations.
- Communication and convincing skills
- Eye for detail
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.
