Group General Manager - Retail Operations

Group General Manager – Retail Operations
At Crown, our overall success is achieved through a combined team effort, therefore we strive to provide opportunities for our employees to learn, grow and thrive in a positive and supportive work environment which embraces diversity and inclusiveness. Crown is “a world of entertainment” and we strive to make the ordinary extraordinary through our purpose: Together, we create joyful, elevated experiences.
Position Summary:
We are seeking an experienced and dynamic professional to fill the role of Group General Manager – Retail Operations at Crown Resorts. This position holds the responsibility for the day-to-day management of all retail zones within the Crown Resorts portfolio. As a key leader, you will oversee various operational functions such as Finance Management, Tenant Relations, Marketing, Customer Services, and Facility Management. Collaboration with other business units is crucial for seamless integration across the entire property.
Key Accountabilities:

• Manage internal and external service providers to ensure optimal operational standards, covering Housekeeping, Security, Waste Removal, Service Deliveries, Repairs and Maintenance, Landscaping, Health and Safety, and Customer Services.
• Set annual operating budgets, obtain approvals from appropriate Delegations of Authority, and prepare/submit monthly/quarterly/annual asset performance reports.
• Oversee lease renewals, terminations, and vacancies, ensuring full occupancy with suitable brands. Maintain Tenancy Schedules and plan for expiring leases.
• Manage direct reports, monitor Staff KPIs, maintain regular contact with tenants and regional management, and liaise with other Crown Resorts departments for full integration.
• Plan and implement annual marketing activities to boost footfall and sales. Oversee the appointment of marketing advisory services.
• Manage all customer services, ensuring an optimum customer experience. Oversee VIP customer services, Valet Parking, Click and Collect, in-house customer Wi-Fi access, etc.
• Ensure compliance with relevant legislation/policies. Complete all mandatory Compliance Training. Monitor, encourage, and reward compliance for the team.
• Health & Safety: Adhere to all Crown Health and Safety responsibilities and requirements.

• Self-motivated with a focus on detail, problem-solving, and organizational skills.
• Competent across all aspects of retail property asset management.
• Excellent communication skills.
• Extensive experience working in senior management positions within a reputable retail shopping center management team/organization.
• Competence in Tenant Relations, Facility Management, and Customer Services within retail asset management environments.

• Complimentary meals at our on-site staff restaurant and café
• Generous discounts across Crown hotels and restaurants Australia wide
• Reduced parking rates at nearby, secure parking locations
• Flexible working and paid parental leave
• Access to discounts with our various corporate partners across travel, insurance, heath & wellbeing, fashion, banking & finance, technology, parking