Overview
General Manager Jobs in Metro Manila at Ayala Malls
Title: General Manager
Company: Ayala Malls
Location: Metro Manila
We in AyalaMalls are looking for passionate individuals who want to make an impact. As we re-define our malls, this transformation is more than just a facelift, this is a visionary re-invention. It’s a complete reimagining of how we serve communities, connect people, and elevate the retail experience
The General Manager (GM) leads the overall daily operations of the mall while driving strategic initiatives that strengthen the performance and value of its retail spaces. The role oversees operations and relationships, ensuring strong partnerships that support both commercial success and customer satisfaction. The GM is also accountable for delivering an exceptional guest experience through well-executed operations and service standards. Ultimately, the GM ensures profitability and sustainable growth while keeping all efforts aligned with the organization’s strategic goals.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Strategic Leadership
- Formulates, plans, monitors and evaluates the overall/top-line objectives, goals, strategies, measures and initiatives of his/her specific mall assignment.
- Oversees the management, communication and alignment of strategic direction and objectives in his/her specific mall assignment.
- Provides inputs in the preparation of Annual Budget Planning and Forecasting in his/her specific mall assignment
2. Operational Management:
- Ensures efficient day-to-day operations, maintaining high standards for customer service and overall satisfaction.
- Monitors the conduct of regular daily mall inspections to ensure the compliance of merchants, customers and other sections in the established mall operating systems and procedures.
- Provides recommendations to strategically enhance the financial performance, profitability, and viability as well as business opportunities of his/her specific mall assignment through efficient and effective operations management in accordance with established standards of AMG.
- Ensures the conduct of Daily Coordination Meetings to ensure that mall performance, updates and issues/concerns are regularly discussed and communicated to all sections of the Mall.
- Identifies & informs Management of any Health & Safety risk related to the Mall building that may affect employees, merchants, contractors, customers & the general public.
- Ensures the effective and smooth handling of media in case of emergency, incidents and complaints.
3. Financial Oversight:
- Prepare and manage the annual budget, ensuring effective allocation of resources.
- Supports the Operations Executives in overseeing the implementation of all cost savings and sustainability projects as well as improve efficiencies in all operational areas in his/her specific mall assignment.
- Performs annual review of merchant’s performance in consultation with Leasing Department. Recommends appropriate merchant mix/use for annual planning and implementation.
- Develops clear understanding about sales/turnover for merchants.
4. Tenant Relations:
- Build and maintain strong relationships with existing tenants, addressing their needs and ensuring a positive leasing experience.
- Ensures the effective handling of all conflicts and dispute situations amongst merchants, customers, mall visitors with help of security, in a smooth manner avoiding any disruption to mall operations.
- Ensures the conduct of Merchant Orientation Meetings covering emergency preparedness procedures, communication systems and other security procedures relating to the merchants of the Mall.
- Ensures timely payments collection from merchants (rents, charges, deposits) and payables towards service providers and suppliers for mall operational activity (maintenance, cleaning), ensuring all invoices within the operating budget are presented and approved.
5. Marketing and Promotion
- Collaborate with the marketing team to develop and execute promotional campaigns and community events to drive foot traffic.
6. Customer Experience:
- Ensure a high-quality customer experience by implementing feedback mechanisms and addressing concerns promptly.
- Strategically enhance the shopping environment through events, amenities, and services that attract and retain customers.
7. Compliance and Risk Management:
- Ensure compliance with local regulations, safety standards, and operational protocols.
- Identify potential risks and develop strategies to mitigate them.
- Ensures that all regulatory and mandatory permits, licenses and registrations are updated and filed without penalties.
8. Leadership and Supervision
- Oversees and ensures that all new hires of his/her department undergo on-boarding programs and orientations.
- Provides and supports career development planning and opportunities of his/her subordinates.
- Conducts meaningful and timely performance management and development process for his/her subordinates that will encourage employee contribution and collaboration including goal setting, feedback and performance development planning.
- Provides effective and timely performance feedback through employee recognition, rewards and disciplinary action.
- Trains, develops and motivates his/her staff to ensure effectiveness, efficiency and high performance in the Company.
9. Building Integrity & Credibility/ Positive Image Enhancement
- Serves as a link between Executive Management, potential business partners, government representatives, Merchants and customers by handling clarifications, questions, interpreting policies and procedures to help resolve operations-related problems and issues.
10. Performs additional duties as required to support departmental objectives.
QUALIFICATIONS
- Graduate of BS Business Administration, Retail Management, Engineering or any business/technical related course
- Minimum of nine (9) years of extensive work experience in retail management of mall operations with a proven track record in leadership roles.
- Experience in managing multi-functional teams and large retail or commercial properties.
