Estates Director

JLL empowers you to shape a brighter way .Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. Estates Director The Mailbox comprises a landmark mixed-use asset providing office, leisure and cinema, retail, residential and hotel uses, collectively forming a Birmingham City Centre icon. The Mailbox totals over 1m sq.ft of internal accommodation across a 6.2 acre site and offers an established workplace and lifestyle ecosystem operating 24/7.Formerly Birmingham's Head Postal Sorting Office, the Estate was substantially redeveloped and extended in the late 1990s and early 2000s to form one of the largest mixed-use buildings in the UK. The building has more recently undergone significant additional multi-million pound alterations and improvements including enclosing the previously open air Mall area, creating the impressive Urban Room in the centre of the asset, and substantial reconfiguration and refurbishment of numerous commercial and leisure spaces building on the Mailbox's successful legacy. What this job involves: To advance and contribute to the development of the Mailbox, and to play the central role in delivery of high and efficient standards of onsite management and care, in maintaining the Mailbox position in the locality as a desirable, safe, and progressive environment for customers to work, shop, live and visit. Responsible for: For the strategic leadership, business management and operational management for the Mailbox and to improve the potential of the asset with a clear focus on improving overall performance, through the delivery of the business plan and best practice. What your day-to-day will look like: Continue to improve the quality of the environment at the Mailbox. Lead, develop and inspire the Estates Management team. Working closely with the marketing team to optimise and ensure delivery of the marketing strategy. To build and maintain effective relationships with all Occupiers in the scheme. Work with the Mailbox Team on reporting and benchmarking of Occupier performance and turnover within the Mailbox. Undertake Annual Tenant/Occupier Surveys or more frequently as required. Create an ambassadorial role in local industry business groups, Local Authority and community/civic stakeholder meetings including representing the Mailbox at local BIDs meetings and any other relevant association meetings. Collaborate with the client to develop and continually refine the business plans to ensure outstanding business results delivered over time. Annual Business Planning and monthly reporting on performance. Review opportunities for cost control and efficiencies. Management of contractor/supplier relationships and key staff. Overall responsibility for Health & Safety and Environmental Management. Reporting: The Estates Director will provide accurate and timely compilation of accounting, turnover, trading, and benchmarking data for the presentation of monthly reports and documentation for the Landlord and respective parties; formal recommendations and reports as required to support strategic and management recommendations; KPI reporting against agreed best practice compliance targets as required; and minutes of meetings and circulate as agreed. Customer Relations: The Estates Director will respond to all customer complaints in a timely and efficient manner and ensure that all situations are given the necessary degree of attention and immediacy to ensure positive retrieval of rectification of the problem or incident. ESG Strategy: Working with JLL and the Client to deliver the ESG strategy for the Mailbox, ensuring sustainability and social value is at the forefront of decision making. To this extent, develop a communications and management strategy for implementation of the ESG strategy on site and ensure the Mailbox Team observe the standards that all areas of the property must adhere to. The policy is in place to ensure that the client maximises the environmental performance and investment opportunities and minimise the adverse impacts their Real Estate activity has on the environment. Tenants Relations: The Estates Manager will foster close and professional relations with all tenants (particularly the anchor tenants) customers and local stakeholders and provide assistance whenever necessary to resolve problems and answer queries and achieving at all times high levels of customer satisfaction. The Estates Director will monitor tenant trading performance and demonstrate detailed knowledge of turnover figures across the asset. The Estates Manager will ensure that tenants comply with occupation obligations of leases and immediately report any breaches to the Property manager and agree actions to resolve.Additionally, the role will support the business in establishing and playing a key role in the development of new initiatives and participation in the wider business and public community e.g., liaising with Local Residents Associations etc. The Estates Director will act as an ambassador for the scheme and the Client within the industry. Marketing :To assist the Client and its Marketing teams with the development of promotional activates with a view to gaining as much media coverage as possible, including opportunities to generate income. To play an active role in the development of media relations to drive footfall and promote a positive progressive business. Procurement, Invoice coding and approval: To be responsible for ensuring that all invoices within service charge approved at the Mailbox, coded to the appropriate expense code. Training Records : Financial Control: To be responsible for the review and maintenance of all records of Mailbox staff training and development for all site staff. Service Charge Budgets :The Estates Director will have constant regard for value for money with all expenditure and constantly strive to drive margins through effective cost control and efficiency whilst improving productivity and quality of services. To have an awareness of financial impact of service costs on occupational tenants in light of current economic climate and to constantly review.To accurately prepare the annual service charge budget for presentation to the Client in line with approved time frames. The service charge will break down all of the total expenditure into an item by item budget along with any Planned Preventive Maintenance (PPM) work. The draft budget will be submitted to the Property Manager and thereafter the Client / Owner for approval. Communications : The Estates Director will lead the Mailbox team ensuring that all members are kept appropriately informed of current and future activities and projects taking place in the Mailbox. The Estates Director will also ensure that the managing agents and Client are informed of any issues that could have a material impact on the Mailbox, Managing Agents and the Clients. All communications with the media needs to be in line with the Managing Agent and the Clients' media policies and consultants. To promote/represent the Mailbox (as appropriate) to external organisations including the local authority and other key stakeholders. Contractors and Suppliers : The Estates Director will ensure the appropriate management and control of all contract staff, and the delivery of service standards within JLL Procurement agreements. Ensure team overall delivers to client satisfaction. The Estates Manager