Centre Director - West12 Shopping Centre

Contract Type
Property, Property Agent, Retail
Expiry Date
Taking responsibility for the Centre asset (W12) in enhancing the overall profitability & performance of the business by maximizing income and exploiting cost saving opportunities. Provide 1st class levels of customer service & operational delivery

Job Description

We’re Landsec 

Sustainable places. Connecting communities. Realising potential. We live by these principles to create great experiences for people, now and in the future.We create places that make a lasting positive contribution to our communities and our planet. We bring people together, forming connections with each other and the spaces we create. And we provide our customers, partners and people with a platform to realise their full potential.


Purpose of job 

The world of retail is continually evolving and changing.  Whilst the way people shop is changing, our guests still expect great service and an exceptional experience when they visit our centre’s. The brand partners we work with expect us to provide a brilliant platform for them to deliver excellence and make money.  

At Landsec, we have ambitions for ourselves too.  We don’t want to meet those expectations.  We want to exceed them.  We want to be the preferred partner for the businesses we work with.  We want to be a leader in the field of retail and mixed-use schemes.  

That’s quite a challenge, which is where you come in.  We believe the Centre Director plays a pivotal part in us achieving that success.  We want people who put our guests and brand partners at the heart of all they do and who don’t settle for second best.  To do that, you’ll be able to draw on your experience, knowledge and commercial acumen to provide insight and support whilst creating value by driving sales and income.  

Your ability to build and develop exceptional working relationships in a range of different settings goes without saying. You’ll be comfortable working in a matrix management structure whilst also working effectively with local MPs, Council Leaders, Charities and Public Service Teams.  

You’ll thrive in situations where you need to adapt and change whilst taking others on the journey with you.  Most importantly, we want someone who is an advocate for our company values and who consistently demonstrates them in all their interactions with others. 


Scope of job 


- Leading, managing and influencing a cross matrix team  

- Providing direction and aspiration to the TFM provider 

Financial & Operational 

- Retail Sales – supporting brand partners growth

- Footfall – driving footfall growth

- 40+ retailers, F&B and leisure  

- Net operating income; commercial partnerships revenues.

- Service charge of £1.6M 

- Capital expenditure 

- Health, safety and security  


Key external stakeholders:

Brand Partners, TFM Service Partners, Investors, Community Partners and Influencers, local industry and businesses 

Key internal stakeholders: 

Urban Opportunities -  Development, Marketing, Occupier Markets, Sustainability, Health & Safety, Security, Finance Team, HR, Communications, Portfolio

Re-imagine Retail Programme -  Investment, Portfolio, Marketing, Occupier Markets, Sustainability, Health, Safety & Security, IS, Finance Team, Communications and HR 


Principle accountabilities 

As the operational leader for the Centre, your responsibilities will include: 


  • Leading and managing the Centre Team (consisting of, Service Partner employees and Contractors) providing them with day-to-day operational direction. 
  • Working as a proactive member of the internal matrix structure within Landsec, pulling on the strength and expertise of specialist teams to ensure the Centre delivers operational and strategic excellence on a day-to-day basis. 
  • Ensuring the execution of brilliant basics by the Centre Team, creating a safe and secure environment for guests and Brand Partners. 
  • Driving a high-performance team culture across the Centre, creating an environment where everyone is engaged and wants to deliver an exceptional experience for our guests and brand partners. 
  • Establishing and maintaining strong, collaborative relationships with key internal and external stakeholders, leveraging and influencing them for the benefit of the Centre and Landsec. 
  • Advocating for the Centre, continually driving for success, identifying improvements and implementing solutions that drive growth and mean we are seen as the preferred partner for the businesses we work with. 
  • Implementing the centre strategy from an operational perspective, feeding into the asset planning process and business plan. 

Brand Partners 

  • Build relationships with Brand Partner teams to understand their business and optimise sales. 
  • Maintaining a detailed understanding of Brand Partner metrics, analysing the information to provide insight and support as appropriate. 
  • Proactively seeking regular feedback from Brand Partners 
  • Involving Brand Partners in engagement programmes 
  • Demonstrating partnership and collaboration with local brand partners, testing and trialling commercial initiatives 
  • Demonstrating leadership/collaboration with Brand Partners to achieve high retail standards. 

Guest Experience 

Working in collaboration with our Service Partner:

  • Managing the overall guest experience at the Centre, identifying dependencies and areas for improvement, ensuring effective feedback mechanisms are in place and resolving issues. 
  • Achieving exceptional Guest experience metrics 
  • Communicating the successful elements of the Centre’s guest experience 
  • Constantly evolving the Guest experience roadmap for the Centre, showing specific areas of focus and delivery 
  • Ensuring the Centre is accessible to all our guests and that it not only achieves, but maintains Disability Confidence status 

Commercial Drive and Performance Measurement 

  • Setting sales targets and income reporting versus actual working in collaboration Retail Manager
  • Effective management the Centre budget and KPI’s including; target versus actual, service charge and controllable costs in the budget. 
  • Demonstrating how the collective Centre Team are growing sales and income. 
  • Orchestrating teams involved in supporting commercial growth and sales of their Centre.  
  • Conducting lessons learnt, listening to constructive feedback and applying solutions, processes and practices to make sure the Centre delivers an exceptional experience for guests and Brand Partners. 
  • Effectively communicating knowledge and understanding of Centre’s business strategy and financial performance to a wide range of internal and external stakeholders, adapting the message to suit the audience. 
  • Maintaining effective working and commercial relationships with Service Partners 
  • Involvement in and understanding of research strategies and business planning forums 


  • Building and maintaining strong and effective external stakeholder relationships 
  • Acting as an advocate for the Centre and proactively getting involved with the local community the Centre serves. 
  • Achieving ESG/Sustainability targets and/or demonstrating how Centre has supported different community events. 
  • Embedded in and supportive of local community issues 


Key competencies 

Our culture is based upon our core values, to be, Inclusive, Driven, United and Determined.  We expect you do consistently demonstrate those values in all you do and in addition to the following key competencies: 

 Orchestration – Provides leadership across the matrix structure, bringing cross functional teams together to achieve objectives - encourages open discussions and balanced debate, faces up to tough challenges, provides direction in the face of adversity/times of crisis, 

Accountability and ownership - Identifies issues or opportunities within the business and takes accountability to ensure they are resolved and/or capitalised upon, united with the wider team 

Managing vision and purpose - Communicates a compelling sense of core purpose and rallies support behind the vision, is driven to be the best but has the courage to do the right thing for the long term, celebrating and recognising success 

Strategic and Commercial Agility - Anticipates and responds to future trends. Has a clear strategy for the long term and communicates this in ways that others understand and support.  Has an entrepreneurial spirit, knows the market and brings people together to contribute to team goals exploiting that knowledge to create new opportunities. 

Insightful Decision Making - Identifies problems and uses data to determine root cause. Draws insights and makes logical decisions, bringing the right people together to collaborate. Is willing to take a clear and timely decision even without all the information.  

Courage and Resilience - Able to remain calm and positive under pressure. Leads others through change and uncertainty, leading with confidence and capability. Recovers quickly from setbacks. Is willing to take difficult decisions and to tackle tough issues. 

Influence and Building Relationships - Builds rapport and effective relationships with others. Values diversity and inclusion. Seeks to understand others' perspectives and is able to influence and inspire different types of people.  

Curiosity and Innovation - Is willing to consider and experiment with new ways of doing things. Encourages others to put forward innovative ideas.  Is prepared to take calculated risks and to adopt cutting edge approaches. Prepared to fail well and fast 

Learning Agility - Seeks out opportunities to learn. Reflects on experiences and mistakes to improve their own and others performance.  Applies learning quickly and regularly seeks feedback. Collaborates with all, able to accept debate and vulnerability 

Acting as a Role Model - Acts as a role model by being honest, authentic and consistent. Reflecting all of the Landsec core values. Encouraging personal feedback. Takes responsibility and inspires others by setting high standards and by showing a high degree of passion and commitment.  


Knowledge, experience and qualifications 


  • Breath of relevant experience to be able to manage in a broad and developing role
  • A working knowledge and demonstration of success in matrix organisation 
  • Setting and delivering the brilliant basics in operational standards
  • Proven experience of translating strategy into excellent execution  
  • Proven experience at building relationships with a broad range of stakeholders  
  • A confident communicator able to represent the business at all levels 
  • Presentation experience 
  • Financially astute 
  • Influential people leader 
  • Coaching skills 
  • Proven track record of creating and delivering commercial business plans  
  • Commercial negotiator 
  • Ability to embrace innovation and digest changing market conditions 
  • Technologically savvy 
  • Report writing skills 
  • Willing to challenge status quo 


  • Ability to identify new business opportunities  
  • Experience or knowledge of other industries 
  • Change Management experience  
  • Business Management knowledge and experience