General Manager

Job Description

Job Description

General Manager – Retail Shopping CenterPosition Summary

The General Manager is responsible for the overall management, operations, financial performance, tenant relations, customer experience, and physical condition of a retail shopping center. This position provides strategic and day-to-day leadership to ensure the property operates efficiently, maintains a high-quality appearance and customer experience, meets financial objectives, and supports the success and retention of tenants.

The General Manager serves as the primary point of contact for tenants, ownership, vendors, contractors, local officials, and other stakeholders and is responsible for creating a safe, attractive, well-maintained, and commercially successful shopping environment.

Essential ResponsibilitiesProperty Operations & Management

• Oversee all day-to-day operations of the shopping center, including common areas, parking facilities, landscaping, lighting, security, maintenance, and janitorial services.
• Ensure the property is maintained to a high standard and consistently presents a clean, safe, attractive, and welcoming environment.
• Develop and implement operating procedures, property standards, and preventative maintenance programs.
• Coordinate repairs, capital projects, tenant work, emergencies, and building-related issues.
• Conduct regular property inspections and promptly address deficiencies.
• Oversee compliance with applicable building, fire, safety, environmental, accessibility, and other regulatory requirements.
• Manage emergency preparedness and response procedures.

Tenant Relations

• Develop and maintain strong, professional relationships with tenants and their representatives.
• Serve as the primary management contact for tenant concerns, requests, operational issues, and property-related matters.
• Communicate property policies, rules, construction requirements, operating procedures, and other center initiatives.
• Monitor tenant compliance with lease requirements, including hours of operation, signage, maintenance obligations, insurance requirements, and use restrictions.
• Partner with leasing teams to support tenant openings, relocations, expansions, renewals, and new leasing activity.
• Promote tenant success and proactively identify opportunities to improve tenant satisfaction and retention.

Financial Management

• Prepare and manage the property's annual operating budget in coordination with ownership and accounting.
• Monitor monthly financial performance, operating expenses, capital expenditures, and variances against budget.
• Identify opportunities to improve net operating income while maintaining appropriate service and property standards.
• Review and approve invoices, purchase orders, contracts, and vendor expenses within established authority.
• Oversee collection-related matters in coordination with accounting and asset management.
• Prepare management reports, operating updates, forecasts, and variance explanations for ownership.
• Develop and manage annual capital improvement and replacement plans.

Vendor & Contractor Management

• Select, oversee, and evaluate property vendors and contractors.
• Negotiate service agreements and monitor vendor performance, pricing, insurance, and contract compliance.
• Ensure vendors meet established service levels, safety standards, and property requirements.
• Coordinate multiple contractors and service providers to minimize disruption to tenants and customers.

Marketing & Customer Experience

• Work with marketing and leasing partners to develop programs that increase traffic, sales, visibility, and community engagement.
• Support seasonal promotions, events, tenant programs, and community initiatives.
• Monitor customer feedback and identify opportunities to improve the overall shopping experience.
• Maintain strong relationships with local businesses, community organizations, municipal representatives, and other stakeholders.

Team Leadership

• Lead, motivate, and develop property management and operations personnel.
• Establish clear performance expectations and hold team members and service providers accountable.
• Coordinate staffing, scheduling, training, and performance management.
• Foster a professional, collaborative, customer-focused culture.

Risk Management & Compliance

• Maintain a safe environment for tenants, employees, and customers.
• Identify and mitigate operational, security, safety, and liability risks.
• Coordinate with security personnel, law enforcement, fire departments, insurance representatives, and other appropriate agencies as needed.
• Maintain accurate property records, licenses, permits, inspections, and required documentation.
• Ensure compliance with company policies and all applicable laws and regulations.

Qualifications

• Bachelor's degree in Business Administration, Real Estate, Property Management, Finance, or a related field preferred.
• 8+ years of experience managing retail, commercial, mixed-use, or shopping center properties.
• Experience managing budgets, operating expenses, capital projects, vendors, and tenant relationships.
• Strong understanding of retail property operations and tenant relations.
• Proven leadership and team-management experience.
• Excellent communication, negotiation, organizational, and problem-solving skills.
• Strong financial and analytical abilities.
• Ability to prioritize multiple projects and respond effectively to time-sensitive issues.
• Proficiency with Microsoft Office and property management/accounting systems.
• Ability to work flexible hours, including occasional evenings, weekends, and emergency situations.

Preferred Qualifications

• Experience managing a regional shopping center, lifestyle center, power center, or high-traffic retail property.
• Certified Property Manager (CPM), Certified Shopping Center Manager (CSM), or similar professional designation.
• Experience with major national and regional retail tenants.
• Knowledge of commercial leases and lease administration.
• Experience with capital improvement programs and construction management.
• Established relationships with local vendors, municipalities, and community organizations.

Key Competencies

• Leadership and accountability
• Customer and tenant service
• Financial management
• Strategic thinking
• Negotiation and conflict resolution
• Operational excellence
• Communication and relationship building
• Decision-making and problem solving
• Organization and time management
• Attention to detail

Success Measures

Success in this position will be measured by:

• Achievement of annual budget and financial objectives
• Tenant satisfaction and retention
• Property appearance, maintenance, and operational standards
• Customer experience and traffic performance
• Vendor performance and cost management
• Successful execution of capital projects
• Safety, security, and regulatory compliance
• Team performance and employee engagement
• Positive relationships with ownership, tenants, customers, and community stakeholders

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