In addition to its world-famous retail business, Selfridges Group has built up a portfolio of mixed-use
investment properties around the Oxford Street store, now known as the Duke Street Neighbourhood Portfolio.
The Neighbourhood extends to over 500,000 square feet of mixed use accommodation ranging from multilet flagship Oxford Street retail stores to major multilet office buildings on Wigmore Street through to boutique retail, restaurant and bar outlets on Duke Street as well as both long leasehold and short term residential accommodation. It continues to grow as the client acquires more buildings in the vicitnity. We are looking for an energetic and proactive person to become the Neighbourhood Manager (NM). The NM will provide first-class customer service and operational management for the Neighbourhood by working with occupiers, clients and other internal and
external partners.
The culture is a dynamic and fast-paced one, and those with a pro-active mind-set and strong communication skills will find the Neighbourhood an exciting, challenging and fulfilling
place in which to work.
It is a constantly evolving space with two exciting new office and restaurant developments about to start and a keen and engaged team of three FMs permanently on site to work with and manage.
The Client’s objective is to provide a consistently excellent modern management service that makes their Neighbourhood the location of choice for their existing customers and for other businesses and individuals looking for a home.
Main Durties
Team Management
- A natural leader responsible for the on-site team including outsourced service partners. The NM will work with several stakeholders including the client and family office, FMs Asset and Property Managers and Surveyors and the supply chain partners.
- Must be able to motivate, lead and develop individuals in order to achieve a common
goal, creating a culture of service excellence with customer satisfaction at its core
- Delegate and monitor tasks to the on-site team as required.
- Ensure that the team builds and maintains a successful working partnership with PM colleagues and the Client in order to support the achievement of the overall business commercial targets.
Engagement and Customer Orientation
- An eloquent communicator who is comfortable interacting with a range of stakeholders and acting as an ambassador for the Neighbourhood.
- The NM will represent the Neighbourhood, owner, occupiers and community both internally and externally to the wider community.
- Liaising with occupiers, contractors, colleagues and members of the wider London Community, articulating the vision and purpose of the Neighbourhood.
- Ensure that the Client’s vision is delivered and is installed across the wider site
team
- Advise and support occupiers in resolving their queries and issues, ensuring that their expectations are managed, and proactive resolutions are identified
- Work with the Client team to devise and implement a customer experience strategy for
the Neighbourhood.
- Establish positive and friendly relationships with the occupiers, understanding and facilitating their business needs and updating them on Neighbourhood initiatives as required.
- Ensure that occupiers receive the highest standards of service in relation to their operational needs and attend occupier meetings as applicable.
- Proactively suggest and implement improvements in customer service.
- Be a highly visible presence in the Neighbourhood, ensuring that the on-site team have an ‘open-door’ approach.
- Identity opportunities and proactively coordinate promotion and events throughout the
neighbourhood. This should include being in regular contact with their counterpart at neighbouring landowners to ensure we are aware of upcoming local events. Inform our occupiers and stakeholders accordingly.
- Help to maintain and improve the occupier web portal on a regular basis .
- Enhance the business through the creation of appropriate improvement initiatives,
including supplier improvement plans.
BuildingManagement
- Develop, implement and review operational policies and procedures.
- Deliver and reconcile monthly operating budgets and share updates financial reports with the PM.
- Work with the Technical Manager and the Property Manager to ensure a PPM and repair programme is in place.
Financial and Commercial Acumen
- Work collaboratively with the PM and the Client to develop strategic plans for the property focusing on asset positioning and the Client’s marketing strategies.
- Assist the PM team, in ensuring that the financial management of the neighbourhood, the preparation of the service charge budgets, the monitoring of agreed budgets to pre-defined cash limits, quarterly variance reporting and service charge reconciliation, are delivered.
- Identify and generate additional business opportunities within the local community to promote the profile of the neighbourhood.
Operational Management
- Operationally manage the outputs and performance of the neighbourhood, meeting its various responsibilities under the contract.
- Ensure that the quality of the service is achieved through the agreed KPI’s.
- Carry out regular property inspections and estate walkabouts, immediately resolving small issues and reporting any larger items or repairs to the appropriate team.
- Assist the Client in reporting concerns with on-site operational and customer (occupier) related issues.
- Work with the Client in relation to environmental and sustainability policies
- Ensure regular inspections are conducted on a monthly basis and any observations or
issues are actioned accordingly.
- Assist with the management of operational transitions of occupiers in and out of your
property in conjunction with surveying colleagues
Quality
- Take day to day responsibility for the appearance of the properties and the spaces
in between.
Compliance
- Assist the Property Manager in delivering health and safety compliances across the Neighbourhood.
- Confirm that the emergency/crisis management plan and related site maps are continually
updating and ensuring Meridian (Health and Safety tool) is regularly updated.
- Assist the Property Manager in proactively managing risk and deal with insurance compliance relating to the neighbourhood, with regards to both public and statutory requirements.
What you’ll get in return
- Competitive Salary
- 25 days of holiday plus bank holiday with the option carry over up to 5 days into the next year
- Privat Medical Insurance
- Pension contribution & life assurance
- Development & Growth (support for qualifications and development opportunities)
- A supportive, inclusive culture where recognition and wellbeing are at the heart of what we do
Equal Employment Opportunity
We are proud to be an equal opportunities employer. We welcome applications from all backgrounds and are committed to creating an inclusive workplace where everyone can thrive.
