General Manager - Retail Mall Operations

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.