General Manager

Job Description

Job Description

Commercial General Manager – Mixed-Use PropertyPosition Overview

The Commercial General Manager is responsible for the overall operational, financial, and commercial performance of a high-profile mixed-use property. This role provides strategic and day-to-day leadership across the property's commercial components, including retail, dining, office, hospitality, entertainment, and other revenue-generating uses.

The General Manager serves as the primary point of accountability for property performance, ensuring that the asset operates at the highest standards of customer experience, tenant satisfaction, financial performance, safety, and physical condition. The role requires a highly collaborative leader who can balance the interests of ownership, tenants, visitors, employees, vendors, and the surrounding community.

Key ResponsibilitiesProperty Operations & Management

• Lead the overall day-to-day operations of the mixed-use property, ensuring a safe, efficient, well-maintained, and welcoming environment.
• Establish and maintain operational standards for the property's commercial areas and common spaces.
• Oversee property management, engineering, security, janitorial, landscaping, parking, life-safety, and other facility functions.
• Ensure compliance with all applicable building codes, regulations, permits, insurance requirements, and safety standards.
• Develop and maintain comprehensive emergency preparedness, business continuity, and crisis-management procedures.
• Oversee capital projects, renovations, repairs, and major property improvements in coordination with ownership and project teams.
• Establish service standards and performance expectations for employees, contractors, and third-party service providers.

Financial & Commercial Performance

• Have overall accountability for the property's operating budget, revenue performance, expenses, and profitability.
• Develop annual operating budgets, capital plans, forecasts, and long-range financial strategies.
• Monitor financial performance and identify opportunities to increase revenue, improve margins, and control operating costs.
• Analyze property performance, tenant sales where available, occupancy, foot traffic, leasing activity, operating expenses, and other key performance indicators.
• Prepare regular management reports and presentations for ownership and senior leadership.
• Identify and implement new revenue opportunities, partnerships, events, sponsorships, and ancillary income streams.

Tenant & Commercial Partner Relations

• Develop and maintain strong relationships with tenants, retailers, restaurants, office occupants, hospitality operators, and other commercial partners.
• Serve as a senior escalation point for tenant operational issues and ensure timely resolution.
• Work closely with leasing teams to support tenant retention, new leasing initiatives, merchandising standards, and overall tenant mix.
• Ensure tenant compliance with lease requirements, property standards, operating procedures, and applicable regulations.
• Foster a collaborative tenant community that enhances the overall commercial performance and reputation of the property.

Customer Experience & Placemaking

• Establish a compelling customer experience and ensure the property remains a destination of choice for residents, workers, visitors, and consumers.
• Oversee standards for cleanliness, appearance, wayfinding, security, hospitality, amenities, and public spaces.
• Partner with marketing and communications teams to develop programming, events, activations, and initiatives that increase visitation and engagement.
• Maintain a strong understanding of local market conditions, consumer trends, competitive properties, and evolving customer expectations.
• Support placemaking strategies that strengthen the property's identity and connection to the surrounding community.

Marketing, Events & Community Engagement

• Collaborate with marketing teams to develop annual marketing and promotional strategies.
• Oversee major events, seasonal activations, tenant initiatives, and community programming.
• Develop strategic relationships with local businesses, tourism organizations, civic organizations, cultural institutions, and community stakeholders.
• Represent the property at industry, business, civic, and community events.
• Protect and enhance the property's brand, reputation, and market position.

Leadership & Team Management

• Lead, mentor, and develop property management and operations personnel.
• Establish clear goals, performance expectations, accountability measures, and professional-development opportunities.
• Build a high-performing, service-oriented culture across internal teams and third-party partners.
• Coordinate effectively with ownership, asset management, leasing, development, construction, finance, legal, marketing, and other corporate functions.
• Ensure effective communication and collaboration among all stakeholders.

Vendor & Contract Management

• Oversee major property vendors, contractors, consultants, and service providers.
• Negotiate or support negotiation of contracts and service agreements to achieve competitive pricing and high service levels.
• Establish appropriate service-level agreements and performance metrics.
• Regularly evaluate vendor performance and implement corrective action where necessary.

Risk Management & Compliance

• Maintain a proactive approach to property security, life safety, risk management, and regulatory compliance.
• Coordinate with security, law enforcement, emergency services, insurers, and relevant government agencies as appropriate.
• Ensure appropriate documentation, inspections, certifications, and operating procedures are maintained.
• Identify operational risks and develop mitigation strategies.

Qualifications

• Bachelor's degree in business, real estate, hospitality, property management, finance, or a related field preferred.
• 8+ years of progressive experience in commercial real estate, mixed-use development, retail, hospitality, property management, or a related field.
• Demonstrated experience managing complex, high-profile commercial or mixed-use assets.
• Strong financial management and budgeting experience.
• Proven leadership experience managing both internal teams and third-party service providers.
• Experience working directly with tenants, ownership groups, asset managers, developers, and other senior stakeholders.
• Strong understanding of commercial property operations, tenant relations, facilities management, and customer experience.
• Excellent communication, negotiation, organizational, and problem-solving skills.
• Ability to operate effectively in a fast-paced, highly visible environment with multiple competing priorities.

Preferred Experience

• Experience managing a large-scale mixed-use development or destination property.
• Retail, restaurant, entertainment, hospitality, or experiential real estate experience.
• Experience with ground-up development, redevelopment, or major capital improvement projects.
• Experience with placemaking, events, tourism, or community engagement.
• Familiarity with commercial leasing, tenant coordination, and lease administration.
• Experience managing properties with significant public visitation and complex security or life-safety requirements.

Key Performance Indicators

Success in the role may be measured by:

• Revenue and NOI performance
• Operating budget performance and cost management
• Occupancy and tenant retention
• Tenant satisfaction and engagement
• Customer/visitor satisfaction
• Foot traffic and property visitation
• Event and activation performance
• Property condition and service standards
• Safety and regulatory compliance
• Capital project execution
• Vendor performance
• Employee engagement and retention
• Overall asset value and market positioning

Leadership Profile

The ideal candidate is a commercially minded, hands-on executive who combines strong operational discipline with exceptional relationship-management skills. They are comfortable moving between strategic planning and day-to-day problem solving, possess strong financial acumen, and understand how tenant success, customer experience, property operations, and asset performance are interconnected.

The successful candidate will be a visible and credible leader who can represent the property with ownership, tenants, customers, community stakeholders, and business partners while creating a culture of accountability, service excellence, and continuous improvement.

 

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