AF22703 - Tenant Relations Manager - Shopping Malls | AFGRE | Dubai

Department: Al Futtaim Real Estate
Country: United Arab Emirates
Location: Dubai | UAE
Closing Date: 14-Feb-2016

Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional business houses headquartered in Dubai, United Arab Emirates.

Al-Futtaim employs in excess of 44,000 people, operates through more than 200 companies and represents more than 225 international brands across industries as diverse as retail and wholesale trading, distribution, real estate development, leisure and hospitality, insurance and financial services. The group has significantly expanded its business operations in recent years through a strategic acquisition plan and has entered a number of new territories, increasing its footprint beyond the GCC and Greater Middle East to encompass Africa, South East and North Asia, Australasia, East Africa and Europe.

Entrepreneurship and rigorous customer focus has enabled Al-Futtaim to grow its business by responding to the changing needs of the customers and societies in which it operates. Al-Futtaim is committed to offering customers an unrivalled choice of the world’s best brands with exceptional standards of customer service and after sales support.

Structured into four operational divisions; automotive, financial services, real estate and retail, Al-Futtaim maintains a decentralised approach, giving individual businesses flexibility and versatility to maintain a competitive stance. This benefits employees, providing a clearly defined work culture where individuals are empowered with authority and responsibility for their work.

The success of Al-Futtaim is attributed to proactively managing change whilst upholding the values of integrity, service and social responsibility. The majority of businesses, built on a portfolio of world leading brands, dominate their sector.

Real Estate

Al-Futtaim Group Real Estate (AFGRE) is responsible for the development and operations of Al-Futtaim’s real estate businesses across the Middle East and North Africa which includes:

Dubai Festival City, a 520 hectare waterfront mixed use community, opened in 2005.

Cairo Festival City, a 290 hectare mixed use development, opened in December 2013.

Doha Festival City, comprising 433,847 sq m (land) + 250,000 sq m (GLA) opened in April 2017, IKEA opened in March 2013.

Al-Futtaim Real Estate

Al-Futtaim Real Estate offers comprehensive services from selection of site and feasibility studies to construction and property management. The range of properties administered and leased in the UAE includes warehouses, showrooms, workshops, offices, villas and apartment buildings. Al Futtaim's warehousing complex at Rashidia in Dubai, measuring over one million square feet, is by far the largest owned by any company in the Gulf. This is used as a central warehouse for the group, stocking vast quantities of electronic goods, automobiles, commercial vehicles, heavy equipment and inventories of spare parts. The company also has some 200,000 square feet of showroom space and 600,000 square feet of workshops in Dubai, Abu Dhabi, Fujairah, Sharjah, Ajman and Umm Al Quwain. Among the largest of these are the showrooms of Al Futtaim Panatech and Al Futtaim Motors in Dubai.

Residential properties in Dubai owned by Al Futtaim Real Estate, include some 900 apartments and villas like Al Garhoud, Safa village and Al Hamriya Villa Compounds, Dar Al Muteena, Dar Al Buteen, Dar Al Buteen II, Dar Al Khabeesi, and Dar Al Muragabat. These properties are characterised by a high standard of accommodation and leisure facilities. In keeping with the economic growth of the United Arab Emirates and Dubai, it is envisaged that Al-Futtaim Real Estate will concentrate its efforts and resources towards the development of prestigious real estate complexes to supplement the growing demand for commercial and residential properties.

About the Position:

The Tenant Relations Manager is the primary contact and spokesperson within Dubai Festival City Mall for all the tenants and is responsible for ensuring all tenants are aligned and comply with policies and regulations defined in the Al Futtaim Tenant Handbook, Administer Tenant Issue and Complaints Resolution process.

Reporting to the Assistant General Mall Manager, the Tenant Relations Manager will be responsible for managing a portfolio of tenants during their tenancy. This will include developing and managing effective relationships across tenants, the mall management team, customers and cross-functional staff.

The Relations Manager will ultimately build relationships to ensure the successful delivery of the short, medium and long term expectations of Dubai Festival City Mall stakeholders whilst implementing strategies to advance our retailers revenue, profitability, operations and sustainability.

Key Duties Include: 

Liaison between the Tenants and the Mall Management Team


  • Assume daily point of contact for retailer relationship management the for tenant portfolio
  • Foster closer relationship between tenants and the management team
  • Dissemination of information to the tenants on all operational matters
  • Ensure all tenants and key stakeholders are aware of the standards, products and services
  • Attend to needs of tenants in shopping mall
  • Provide consultations to tenant’s on their business or operations needs
  • Evaluate and provides advice to tenant’s on matters such as shop concept, image, merchandise, selling strategies and services
  • Design, conduct, evaluate and interpret tenant satisfaction surveys

Tenant Performance Management


  • Manage projects to meet key objectives that drive the performance of tenants
  • Maintain systems for collating and reporting on retail development and performance
  • Collection and evaluation of tenant sales data trends, opportunities and risks to identify areas of opportunities for Al Futtaim
  • Monitor and analyse tenants’ mid to long term performances to ensure tenants’ performance meets Al Futtaim’s objectives
  • Action all areas of improvement based on the outcomes of performance metrics
  • Provide report  performance metrics to the senior Mall Management team

Operational Management


  • Generate the Tenant Activity Management Reports and recommendations
  • Develop and implement the shop level tenant visitation schedule
  • Provide input to the Tenant Handbook

Ensure Retail Tenant Adherence to Industry, Mall and Governmental Regulatory Standards and Procedures


  • Identify and ensure that the standards are communicated to all tenants and implemented accordingly
  • Regularly review and if necessary, improve upon operational systems and processes
  • Monitor and measure tenant compliance to specified standards to ensure their operation within guidelines of their signed lease agreement, regulations and Tenant Handbook obligations 

Liaison between the Real Estate and the Retail Tenants


  • Partner with and assume point of contact between the tenants and the  various Real Estate teams including the leasing, mall management, marketing, finance and facilities management, to agree and deliver business specific projects
  • Communicate specific retail tenant information such as rent commencement dates, legal and physical handover, design contractual agreements to the relevant Real Estate teams
  • Work with the marketing team to implement and communicate mall and retailer campaigns and initiatives to tenants
About You:

The chosen candidate must be prepared to spend considerable time mobile within the mall and willing to work beyond office hours. They will also meet all the minimum criteria below: 

Minimum Qualifications and Knowledge:

Accredited diploma or degree holder 

Minimum Experience:

  • Successful track record of building effective tenant relations within a shopping mall or retail property management environment
  • Minimum 4 years of relevant experience in a similar position
  • Knowledge of tenancy related issues in shopping malls
  • Knowledge of retail leasing and lease management
  • Strong knowledge and exposure to the GCC retail market

Job-Specific Skills:

  • Excellent commercial acumen
  • Ability to liaise, influence and interact effectively with diverse audiences
  • Strong communication, relationship building and motivational skills
  • Excellent verbal and written English language skills 


Note: you will be required to attach the following: 1. Resume/CV
Al-Futtaim offers highly engaging and supportive work environments in a culture that values, recognises and rewards quality performance.