Retail Experience Manager

1 month ago

Chadstone, Victoria, Australia Vicinity Centres Full time

At Vicinity Centres, we're reimagining the way Australians live, work, and play.

Salary:

We estimate a salary range of AU$70,000 to AU$90,000 per annum based on the job requirements and location in Victoria.

About Us

We own and manage some of the most recognisable retail destinations across Australia. Our diverse portfolio includes shopping centres, office spaces, and residential areas, providing a broad selection of amenities for our customers.

Job Description

The Retail Experience Manager plays a vital role in bringing our precincts to life every day by implementing operational strategies that ensure exceptional customer experiences. This involves managing all aspects of food concierge services, eventing & activations, flexible space allocation, and the overall curation of experiences in line with our brand promise.

This position is responsible for building and maintaining relationships with retailers within our precincts, ensuring they meet the highest standards of operational and presentation excellence. The work roster for this role is Tuesday to Saturday.

Key Responsibilities
  • Develop and implement processes to maintain the highest standard of cleanliness and hygiene, as well as retail execution standards, activations, and retailer initiatives within the precinct.
  • Operate Food Concierge services, including food storage, curb-side delivery, meal & shopping planning, food inspiration, and personal shopping services.
  • Manage activation spaces through maximised use of adaptable infrastructure to provide seasonal and first-to-market product offerings and engaging customer experiences.
  • BUILD professional and mutually beneficial relationships with retail and commercial partners to gain insights into current trends and category trading performance.
  • Collaborate with our contract partner to manage common seating areas, including coordinating sustainability programs to divert +95% of waste from landfill.
  • Influence retailers to implement best-in-class sustainability programs in relation to compostable packaging and waste diversion.
  • Promptly address any logistics issues with retailers related to delivery trolleys or infrastructure being left in public areas.
  • Support tenants to maximise their business success while finding solutions to controllable impediments to achieve this outcome, maintaining centre-controlled debt in line with targets for core tenant relationships.
  • Contribute to the creation and delivery of relevant communications via the retail and commercial portals, focusing on curating food and service offers.
  • Maintain accurate data and information, creating management reports as required to demonstrate performance.
  • Contribute to the development of the annual retailer engagement strategy.
  • Ensure retailers trade for all agreed operating hours.
Key Role Relationships
  • CUSTOMERS
  • Retail and commercial tenants
  • Centre management team
  • Vicinity casual mall leasing and Brandspace team
  • Vicinity leasing team
  • Vicinity development team
  • Local council representatives (food compliance officers)
Capability and Experience
  • A passionate food enthusiast who understands seasonal products and is enthusiastic about sharing knowledge with others.
  • A quality leader of people with a record of curating an inclusive and customer-focused working environment.
  • Relevant industry experience gained in the hospitality or tourism industry focused on food and customer experiences.
  • Strong connections and a network within the food and restaurant industry.
  • Demonstrated experience building professional relationships and managing stakeholders with varied needs.
  • An excellent communicator with the ability to leverage relationships to deliver best-in-class outcomes in a challenging and fast-paced environment.
  • A proven problem-solver capable of delivering results through collaboration with others.
  • Customer Focus: You put customers at the heart of your activities and decisions.
  • Innovation: You identify innovative ideas and transform them into new products, services, and processes that drive commercial outcomes through a shared strategic vision.
  • Change Agility: You navigate and implement change efforts to optimise productivity and areas of focus.
  • Data, Digital, and Technology: You use technology and information to drive effective decision-making that leads to improved business performance.
  • Process Improvement: You explore more effective and efficient ways of getting things done and establish procedures or ways to standardise common activity, tasks, and mitigate risk.

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