Job Summary: Responsible for managing relationships with store tenants to attract foot traffic and increase sales, while also overseeing customer service and the shopping center's customer care department (SAC). Key Highlights: 1. Coordinate the customer service team and ensure service quality 2. Manage relationships and communication with store tenants 3. Develop and implement initiatives to generate foot traffic and sales * **JOB MISSION** Responsible for managing relationships with store tenants to organize initiatives aimed at attracting foot traffic and increasing sales across operations, as well as overseeing the shopping center's customer service area (baby changing room and administrative reception) and SAC management. **MAIN RESPONSIBILITIES \- What and How?** -------------------------------------------------- Customer Service Team: Coordinate the customer service team (baby changing room and administrative reception), including recruitment, interviews, uniform and makeup procurement, vacation and hour bank control, preparation of monthly work schedules, and supervision of team performance regarding conduct, personal appearance, and customer service, to ensure high-quality service delivery to shopping center customers. Additionally, organize training courses and seminars on customer service for the team. Manage budget allocated to shopping center services: baby changing room and reception. Customers: Respond to customer and store tenant SAC inquiries (complaints, suggestions, and questions) via all communication channels: shopping center website, printed forms, telephone, social media, e\-mail, and in person. To do so, gather information from other departments and/or stores. Send copies of complaints to stores requesting feedback. Issue a monthly report. Compile information and publish the monthly SAC report. Store Tenants: Store Tenant Support and Relationship Management: respond to store tenant requests by phone or in person regarding events and store communications, aiming to generate foot traffic and increase sales; Propose joint events and initiatives with store tenants; Organize store tenant events; Manage store tenant participation in shopping center-owned events; Manage the support media schedule, utilizing free media resources available to store tenants. Manage production of the store tenant newsletter to promote implemented initiatives. Update store-related information on the shopping center’s website; Responsible for promoting shopping center stores on social media through stories and sponsored posts. Joint Foot Traffic Initiatives: liaise with stores to negotiate foot traffic generation activities, such as distributing vouchers or gift certificates to shopping center customers. Includes developing the initiative mechanics, briefing the agency to create related materials, obtaining approval from the Marketing Manager, communicating with other involved shopping center departments, monitoring results, and issuing a final action report. Organize the “Coffee with Store Tenants” event. Approve and release store tenant daily Service Request Forms. Develop newsletters for store tenants. Develop circulars for store tenants. Coordinate the customer loyalty program (Clube Empresa/Iguatemi One). **OBSERVATIONS** --------------- Bachelor’s degree in Communications, Marketing, Advertising, or related fields.
João Silva
Indeed · HR
João Silva
Indeed · HR
