Purpose of the Role

People, Planet, Performance, Progress – King’s Cross’ ambition is to be a global exemplar of progressive city life. Inclusive, humane, modern urban city living.

The Retail Operations Manager (ROM) is responsible for overseeing the day-to-day retail operations across the retail portfolio at King's Cross Estate, ensuring compliance with policies and procedures, and maintaining high standards of service delivery. This role involves managing financial operations, ensuring contractual obligations are met, and supporting the development and execution of business plans. The ROM will drive operational excellence, foster a culture of innovation, and ensure outstanding customer service.

To support the Senior Retail Manager (SRM) and Head of Destination, with the day-to-day management of the Coal Drops Yard and Fish & Coal buildings, being the initial point of escalation for all operational matters related to the buildings, Retailers and driving operational excellence within the Retail team and align with the wider commercial building property management at King’s Cross. They will ensure that the contractual obligations to our retailers are met and exceeded in a consistent, proactive and professional manner, in keeping with the values and policies of the site-based team.

They will be responsible to drive an operationally efficient and commercially competitive environment within the retail properties, always protecting the value and reputation of the owner’ assets. The ROM will support the Head of Destination’s work in driving a culture of innovation, enhanced asset values and world class customer service.

The ROM will be the first escalation point for operational matters for Retailers and services partners associated to the retail buildings at King’s Cross. They will work with the KCES team and wider Savills team to ensure all involved are delivering to the appropriate standard set by the senior KCES management team.

They will drive, implement and maintain the usage of effective management systems and procedures in the delivery and continuity of service of the security, M+E, Cleaning, Health & Safety, customer experience within their buildings and wider estate. They will ensure a consistency of implementation and delivery of these. The ROM will actively contribute and drive standards of the management of Health, Safety and Wellbeing for all users of the King’s Cross Estate and drive initiatives across the estate.

The ROM will work with the surveying team and SRM to set and manage economically competitive commercial service charge budgets within the agreed timeframes. They will also be responsible for the delivery of controlled spend throughout the service charge year and ensure all quotes are sourced in line with the Savills procurement policy by the team.

Customer service/ Stakeholder Engagement

• Ensure good relations with all key stakeholders, promoting a positive and collaborative environment.
• Develop and maintain a professional understanding and close working relationship with retailer onsite management and become the main point of contact and/ or escalation for retailers with across the site.
• Support the SRM in ensuring they continue to develop, maintain and nurture professional relationships with the occupiers across the portfolio. Flag any areas of concern to the SRM and actively manage the team to implement changes where required.
• Encourage frequent and open communication and flow of information on relevant building issues with retailers across the estate.
• Work with the service partners and other Savills colleagues who may interact with the retailers to ensure a consistent approach to communication is used across the portfolio. This should include the method of communication used, tone, content, and language.
• Actively engage with wider Savills operations team to ensure that we stay abreast of industry trends, drive innovation and operational excellence across the estate.
• Develop and maintain a professional working relationship with all service partners across the estate.
• Develop and maintain a professional working relationship with the relevant departments within the client’s organisation.
• Where applicable, to work closely with the client asset management team, Savills mobilisation team and other departments in supporting the mobilisation of assets as they complete and manage the seamless handover into management.

Force for Good

• Actively engage in all ESG initiatives across the estate and drive the adoption of policies and procedures and will ensure these are adhered consistently across the KX retail portfolio.
• Ensure that the sustainability and social value ESG agenda is fully embraced and are fully aware of the drivers for change. Actively drive initiatives set by the the senior leadership team.
• Be abreast of any new initiatives, which could improve ESG performance across the estate and work on the implementation of these.
• Ensure that ESG initiatives are discussed with all retailers at monthly meetings and promoted where possible.
• Work with the Asset Managers and Savills site team to support the client’s events and community programmes across the commercial portfolio.
• Ensure ESG initiatives are considered during the development of service charge budgets.

Leadership & People Management (One Team)

• Ensure KCES vision and values are integrated into all building services, promoting a culture of excellence.
• Promote a self-motivated and can-do attitude within the Retail Team, fostering a positive work environment.
• Promote a methodical, measured approach within the team, providing support and training as needed to new joiners.
• Take ownership of the King’s Cross vision and values ensuring that they are fully integrated into all of the building services across the retail portfolio.
• Develop and nurture a highly effective professional relationship with the Service Partners to ensure the portfolio meets and exceeds all statutory compliance and fosters a culture of outstanding.

Operational

Service Partner Management