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General Manager - Retail Mall Operations

General Manager - Retail Mall Operations

MetroNational

Houston, TX • On-site

Full-time

Posted 17 days ago

Key responsibilities

  • Oversee all aspects of property operations, maintenance, and capital planning to ensure the safety, functionality, and asset value of Memorial City Mall.

  • Partner with leasing teams to execute and manage permanent and specialty leasing programs aligned with merchandising strategy and revenue goals.

  • Lead, supervise, and develop the on-site property team, including performance management, recruiting, and training activities.

Job description

The General Manager of Memorial City Mall provides full-scale leadership and strategic oversight of one of MetroNational's flagship mixed-use retail assets. This role is accountable for operations, permanent and specialty leasing, marketing, financial performance, tenant relations, capital planning, and team leadership, with a primary focus on driving Net Operating Income (NOI) and preserving long-term asset value.
The General Manager serves as the senior on-site leader and primary representative to ownership, tenants, leasing partners, municipal stakeholders, and the surrounding community, ensuring Memorial City Mall operates at best-in-class standards reflective of its regional prominence.
Property Operations & Asset Management
  • Ensure the safety, cleanliness, functionality, and integrity of all common areas, buildings, systems, and equipment throughout Memorial City Mall.
  • Conduct routine and formal property inspections to maintain MetroNational and ownership standards.
  • Lead emergency preparedness and crisis response planning for a high-traffic, regional mall environment.
  • Maintain expert knowledge of the Houston retail market, competitive properties, and Memorial City trade-area demographics.
  • Coordinate all operational efforts to protect, maintain, and enhance asset value.
  • Implement and monitor preventive, ongoing, and anticipated maintenance programs.
  • Ensure full compliance with local, state, and federal codes, life-safety requirements, ADA standards, and operational audits.
  • Develop scopes of work, solicit bids, and manage performance of contracted services (security, janitorial, landscaping, waste, etc.).
  • Oversee procurement of building supplies, equipment, and machinery.
  • Develop and manage multi-year capital plans, including budgeting, approvals, execution, and reporting.
  • Manage tenant construction activity, coordinating with contractors, consultants, and municipal inspectors.
  • Establish effective internal communication protocols across operations, marketing, leasing, and accounting teams.

Leasing - Permanent & Specialty (Local Leasing)
  • Partner with Leasing and Legal to execute new and renewal leases aligned with Memorial City Mall's merchandising strategy and revenue goals.
  • Direct and oversee the Specialty / Local Leasing program, including RMUs, kiosks, temporary in-line spaces, vending, and incubator concepts.
  • Ensure specialty leasing enhances the visual presentation, traffic flow, and brand positioning of the mall.
  • Maintain close coordination with permanent leasing to support tenant pipeline development and merchandise mix objectives.
  • Negotiate and approve rent relief, restructures, or lease terminations, balancing tenant health with ownership priorities.
  • Oversee compliance with Operational Guidelines for all specialty tenants.
  • Support sourcing and incubation of local and emerging retailers appropriate for Memorial City Mall's customer base.

Marketing & Tenant Relations
  • Partner with the Experience Department, ensuring marketing initiatives support leasing velocity, tenant sales, and center traffic.
  • Build and maintain strong working relationships with anchor tenants, department stores, and key merchants.
  • Partner with tenants to understand sales trends and identify opportunities to drive performance.
  • Represent Memorial City Mall in community, civic, and industry activities, reinforcing the center's regional presence.

Financial Performance & Reporting
  • Drive Net Operating Income (NOI) by meeting or exceeding approved budgets.
  • Identify opportunities to improve expense controls, recoveries, and operating efficiencies.
  • Manage operating expenses and capital expenditures within approved budget parameters.
  • Direct preparation and review of all financial reporting, including:
    • Annual operating and capital budgets
    • Monthly and quarterly financial statements
    • Variance, cash flow, and forecast reports
    • Sales and leasing activity reports
  • Oversee rent collections, delinquencies, and enforcement of collection procedures.
  • Ensure timely CAM reconciliations and ownership reporting packages.

Ownership & Stakeholder Relations
  • Serve as the primary on-site liaison to the ownership partnership and MetroNational leadership.
  • Provide clear, proactive communication regarding property performance, risks, and strategic opportunities.
  • Prepare materials and presentations for ownership reviews and asset management meetings.

People Leadership & Development
  • Lead, supervise, and develop all Memorial City Mall property employees.
  • Partner with MNCares to manage employee relations, performance management, and compliance.
  • Recruit, interview, hire, train, and retain a high-performing on-site team.
  • Develop individual performance and career development plans for direct reports.
  • Ensure consistent performance management through, goal-setting, mid-year feedback, and annual reviews.
  • Coordinate training to support operational excellence and leadership development.

Requirements
  • Bachelor's degree in business, real estate, finance, or related field and/or 5-10 years of progressive experience managing regional malls or large retail assets.
  • Strong understanding of financial drivers, NOI optimization, and capital planning.
  • Demonstrated experience working closely with leasing teams and specialty leasing programs.
  • Ability to read, interpret, and enforce commercial lease agreements.
  • Exceptional leadership, communication, and relationship-management skills.
  • Proficiency in Microsoft Outlook, Word, Excel, PowerPoint, Adobe Acrobat, and web-based systems.
  • Ability to learn and adapt quickly to new technologies and platforms.
  • Real Estate Salesperson's license and/or professional designations (e.g., CSM) preferred.

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