The Brunel Shopping Centre, Swindon, Wiltshire

Centre Manager

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Job Details

Job Title: Centre Manager
Division: Property / Retail
Location: The Brunel Shopping Centre, Swindon
Reporting to: Asset Manager

Responsible for

To lead and manage the success of the Shopping Centre maximising rental growth & group company profit and minimising landlord outgoings. Develop the onsite team to deliver operational excellence and a best in class customer service experience. Optimising the performance of the shopping centre through the implementation of excellent operational and financial management, marketing, customer care and management to ensure risks are managed and the centre remains fully compliant and maintained to the highest possible standard and in line with the Shopping Centre Business Plan.

Key Duties & Responsibilities


  • Contribute to the preparation of the Centre’s business plan and ensure specific asset objectives and initiatives are implemented as directed.
  • Work with the Asset and Property teams for the management, preparation and reconciliation of the service charge including preparing and reconciling the service charge budget and expenditure reports to occupiers.
  • Develop successful working relationships with key stakeholders, to ensure a productive and effective working partnership.
  • Contribute to letting /tenant mix strategy and facilitate enquiries from prospective occupiers.
  • Identify and advise surveying colleagues of potential new business opportunities/channels to ensure an increase in the commercial performance of the Centre.
  • Manage the delivery of an agreed marketing and PR strategy with the Marketing Manager and wider Marketing Team.
  • Regularly monitor, evaluate and report on the performance of the Centre through key performance indicators, including turnover, occupier trading performance, footfall, void rates and ancillary income.
  • Regularly monitor and report on competition activity within the catchment area affecting the Centre including any significant planning applications submitted to the local planning authority.
  • Manage the Commercial Income Strategy, setting and monitoring annual budget targets.
  • Ensure the property team are promptly informed of all tenant applications to include assignment, subletting and tenant alterations.
  • Authorise invoices for payment in a timely manner and in accordance with Company policy.
  • Produce regular report as required for the Asset and Property Teams.
  • Attend and contribute to regular management meetings.

Customer Service & Quality

  • Ensure consistent and visible liaison with occupiers, both through informal visits and tenant association meetings, in order to drive sales and optimise performance.
  • Ensure occupier welcome packs and guides are produced, maintained and distributed as appropriate. This should include shop fit out design and tenant handbooks.
  • Through the provision of high standards of customer facilities, services and initiatives, promote customer loyalty by exceeding customer expectation, encouraging repeat visits and increasing customer dwell time and spend.
  • Work in partnership with the service providers and FIFM to ensure KPI’s are met, standards of presentation are maintained, and service improvements are implemented as appropriate to proactively deliver excellence in operational and customer service standards.
  • Ensure records are maintained relating to the Centre; e.g asset register, plans, plant testing etc, and that any action which may be required is promptly undertaken.
  • To manage, with service providers work programmes (with the help of externally appointed Building Surveyors), Planned Preventative Maintenance Programme (PPM), and any capital investment initiatives within the Centre, to ensure successful and timely completion.
  • Identify examples of industry best practice and implement where appropriate.


  • Take ownership with appointed service providers for the management of all statutory compliance/risk on site, including the maintenance of records.
  • Ensure the HSE policy is implemented and that all on-site staff are aware of their responsibilities and duties.
  • Maintain up to date knowledge and awareness of market practices and legislation affecting Centre management, adopting a proactive approach to changing statute and environmental legislation.
  • Complete regular property inspections to tenant demised areas with the property and asset teams.
  • Agree and implement an appropriate plan to ensure compliance with FI-REM’s sustainability standards and Corporate Social Responsibility (CSR) obligations.
  • Maintain and review as necessary, the Centre Crisis Management Plan, Disaster Recovery and Major Incident Management Plan, ensuring occupiers and team are fully briefed on evacuation and emergency procedure and, in the event of a major incident occurring, to comply with relevant internal procedures.
  • Regularly check that the Health & Safety on-line reporting system is kept up to date and that actions are dealt with as required.


  • Provide Duty Management to the centre and train other relevant personnel so that the centre is always supervised by a suitably trained person.
  • Implement a talent management strategy to mentor and develop your team, maximising performance.
  • Conduct regular performance reviews with the team, to include the setting and reviewing of objectives and personal development plans. Where relevant ensure the performance
    management process is implemented effectively in a timely manner.
  • Ensure the team understand the Centre’s Business Plan, and the importance of their individual contributions in achieving the plan.
  • Ensure adherence to Company policies, processes and procedures across the centre, liaising with HR where necessary.
  • Develop and nurture a positive team working environment.

Person Specification


  • Previous Shopping Centre Management experience
  • Retail industry awareness
  • Excellent stakeholder management skills
  • Experience of managing a team and supply partners
  • Experience of service charge management and delivering financial targets
  • Data management and reporting.
  • Experience of successfully delivering a business plan
  • Proven ability to understand the local market environment and apply to the Centre and to the business plan
  • Excellent IT skills, able to use MS Office and bespoke Company systems
  • Good awareness of Health & Safety legislation and knowledge of environmental requirements, ideally IOSH or NEBOSH qualified
  • BCSC Diploma in Shopping Centre Management or similar industry qualification preferred
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