Make build solid relationships with tenants and ensure adherence to Cenomi standards.​Ensure that any request/ issue raised by tenants is logged and appropriate steps are taken to address it. ​Assist tenant during shop fit, handover, and evacuation processes. ​Ensure the mall have the required AMC and monitor the performance of service.Ensure common areas are well maintained (technical, cleaning and security) by ensuring regular and ad-hoc inspections are conducted as per standards.Ensure H&S inspection are conducted as per schedule (mall asset, Tenant units). ​

Implement customer service initiatives, processes, policies, and procedures at mall-level in malls as per ACCL strategy and guidelines.Facilitate surveys and mystery shopping initiatives to understand current customer preferences, experiences, and gaps in ACCLcustomer service strategy and implementation.Review industry publications and relevant benchmarks to identify best practices to improve customer experience and coordinate with CSE (marketing) to improve Customer Service strategy.Define key mall target customer segments and design customer service strategies to attract them in coordination with Customer Service Excellence & Events.Propose initiatives to improve customer experience and oversee their implementation.Measure and evaluate effectiveness of customer service initiatives and provide feedback to Mall Manager and Head of Customer Service Excellence & Events.Oversee the implementation of comprehensive standards covering all aspects of customer experience.Provide regular reports to Mall Manager and Customer Service Excellence & Events on mall customer experience and develop/ implement action plans required to resolve any gaps.Manage mall customer service staff and ensure their abidance to scripts and standards and adequate manning at all stations.Coordinate with Mall Marketing and event coordinators for necessary material in engaging with customers.

Manage in-mall information kiosks and answer shoppers queries.Assist shoppers and address any shopper enquiry thus maximizing his/ her shoppingexperience.Provide navigational guidance to shoppers, attend to any mall incident and fulfillshoppers needs.