Director of Retail Property Management, projects and Retail Delivery
Aldar Properties
Total years of experience :15 years, 1 Months
Managing and leading the property management, enhancement projects and retail delivery of all Aldar retails assets in Abu Dhabi and Al Ain to achieve outclass outcome levels.
Achieving top class property management by enhancing customers satisfaction through enriching the customer journey, playing a role in customizing the marketing programs of the assets and assisting retail tenants to resolve their challenges with their performance or contractual obligations.
This involves having clear and continuous communication channels with all stakeholders (Operations, Marketing, Leasing, Finance, Projects and The tenants).
Lead the enhancement projects within the property that are aimed to enhance the customer journey and create a better opportunity for higher revenue through leasing. Where those projects are also aimed to activating dead areas of the shopping center and creating new boxes for new tenants. Thus, increasing the footfall and sales conversion.
Leading the Retail delivery team into new levels by aligning all process and introducing new services. Shifting the mentality of retail delivery from the traditional review of tenant designs into a controlled and well-defined designing strategy and processes. This helps in creating a synergy between the different design concepts. Moreover, introducing new products to utilize vacant spaces into small pop ups. Those pop-ups are targeted to help small business and give an opportunity for larger tenants to test the market.
Managing, leading and executing the following main property management functions: -
- Leading the overall customer journey projects within the portfolio and mainly Yas Mall. Those projects are aimed to enhance the customer journey and create more appealing opportunities for potential existing and future tenants.
- Monitoring the service charges of an asset by negotiating the SLA with service providers. As a result, targeting to reduce operational costs by 30% through renegotiations with the service providers.
- Analyzing footfall and sales. This task is important which has resulted in identifying weak footfall areas and none performing tenants. As a result, enhancing the retail mix and improving customer journey at dead areas.
- Ensuring the right events are implemented in close coordination with marketing teams.
- Regular walks in the assets to ensure all services are working properly and in excellent conditions. This has ensured that our service providers are always performing at highest levels and maintaining highest operational standards.
- Assist the tenant with the handover of the unit and lead the contractual obligation during the fit-out period.
- Proactively monitor all tenant’s performance and propose the adequate actions. As a result, we are continuously monitoring the asset performance and are able to identify all challenges moreover have a better performance understanding of the different retail categories within each asset.
- Managing the Debt management processes and legal processes. This also includes negotiating with tenants before deciding the legal actions.
- Renewal and leasing of the Neighborhood Non Aldar and scattered assets.
- Lead the retail delivery team in enhancing the processes and design capabilities. Targeting to achieving an evaluation system to all the fit-out works managed by us thus being able to have a rating system which will enrich our data base of fit-out contractors. Moreover, directing the design leaders into creating a design strategy for our different assets. In addition to introducing other services like pop-up and hoardings management. Myself and my team target operating Retail Delivery as a company which will enable us reaching other developers to manage their retail delivery and more. Thus increasing brand awareness and generating another source of income.
Leading the asset, operations and marketing management of a mixed-use development consisting of
- Residential tower, Burj Mohammed Bin Rashed.
- An Offices tower, ADNOC Offshore head quarter.
- A Hotel, Courtyard by Marriott. Overseeing the performance at high level.
- A multi-level Urban shopping Mall and Souk, The Mall
Responsibilities and achievements.
- Budget preparation and monitoring.
- Review and monitor tenant performance. Which has resulted in a healthier tenant mix and we managed to anticipate tenant exits earlier.
- Manage and monitor the Financial performance of the asset (Collection and Debt). As a result, managed to reduce debt by 80% and managed to keep a good track of top debts.
- Lead the marketing department and play a big role in planning and implementing the difference marketing strategies of the asset. This has resulted to an increase of customer awareness of the asset and has resulted in a 30% footfall increase.
- Ensure a continuous review of customer journey and ensure all asset services are operational. This is achieved through constant site walks capturing different periods of operating hours and different seasons. This has increased the service level of our service providers and has created a better awareness within the team on the importance of customer satisfaction.
- Continues review of team performance and development. Proudly, a number of my team members got recognized and were given the chance to look at bigger and wider roles within the portfolio.
- Developed and implemented a complete asset leasing strategy. This has successfully improved the retail mix to suit our current and targeted customers.
- Reproposing of dead spaces within the mall. Activated dead areas and challenging units by giving it to small business which has helped the community and resulted in securing long term leases for those units.
- Manage a complete enhancement project aimed to enhance customer journey and enhance the retail mix within the mall and souk. We got a greater customer satisfaction feedback. Moreover, the enhanced retail space offers we planned and created through the project have managed to attract more tenants to lease spaces within the asset.
- Review the operational cost and explore cost reduction opportunities. As result, managed to reduce the cost by more than 8 million.
- Complete a full market research study. This has been a great tool to complete our asset strategy.
- Enhancement of the operational and tenant manuals and handbooks. Tenants were not aware about our processes and policies. Having this handbook was a great tool for them to easily reach and follow. Resulting in smoother operation and more awareness.
- Enhancement of the specialty leasing strategy which has resulted in more and better quality of tenants. Moreover, better quality of designs which indicated that tenants are willing to invest more in the asset.
Appointed as a Deputy General Manager for the World Trade Center Development in Abu Dhabi to manage the followings:-
- Burj Mohammed Bin Rashed (Tallest Residential tower in UAE).
- World Trade Center Commercial building day to day operations.
- The Mall and Souk.
- Manage all enhancement projects inside and outside the mall and Souk.
- Manage all construction projects inside and outside the development.
In addition to over viewing the operation of the whole asset.
• Played a crucial role in the successful opening of Yas Mall.
• Worked on the review of bid documents and gone through technical evaluations to select service providers to deliver hard services, soft services and security.
• Developed policies and procedures for the mall operation.
• Recruitment of operations staff.
• Human resources management and development.
• Develop, monitor and update the annual and period end Operations Budget performance; respond to variances; recommend and administer capital improvement works; assist in the development of working and capital budgets
• Participate as Mall Duty Manager (evenings/shifts/weekends), as required
• Oversee all third party MEP works; review and ensure compliance with tenant fit-out plans.
• Manage all service provider contracts and insure the implementation of the PMS system.
• Manages and overseas the maintenance of the Terminal and Ancillary Building’s MEP systems and civil work.
• Manages the contractors of the outsourced services and monitor their performance.
• Manages Facility Management (FM) Engineers by providing quality leadership and guidance to achieve efficiancy.
• Provide reports to management on the activities of the department including monthly reports.
• Ensure OPEX and CAPEX expenditure are in accordance with department budget.
• Recommend systems for new facilities projects prior to construction and oversee the testing of new facilities prior to handover. This is to ensure that the facilities efficiently meet the contracted requirements and overall ADAC requirements.
• Oversee resource planning involving scheduling staff, equipment and tools to create routine maintenance schedules and systems in order to maintain ADAC assets so that they perform to user requirements throughout a maximized lifespan.
• Assist the Facilities Management in setting and meeting departmental goals so that services to facility users are efficient and operational capacity is maximized within budgetary constraints.
• Oversee and manage the interaction of the activities of the department so that the department is operating at optimum efficiency to ensure that the most effective support is provided to ADAC users.
• Involve in testing and commissioning of new installations, modification and rectification of MEP system.
• Review and approve project documents (Drawings and technical submittals).
• Memeber of technical evaluation committie for tender documents
Completed a car safety reverse system which detects close objects while reversing. The goal was to warn drivers as they get closer to the objects through different sound frequencies which will tell them how far they are from the objects behind the car.