Operations Director - Merry Hill Centre, Brierley Hill

About the Role

The Operations Director will be accountable for delivering best-in-class operational day-to-day running of the Centre, while also devising and implementing the long-term strategic vision for unrivalled guest experience. Responsibilities span facilities and technical aspects, including Maintenance and Engineering, Centre Safety, Security, Cleaning, Landscaping, and ESG, all aligned with Merry Hill’s net carbon zero ambitions.

The role drives innovation, embraces new technology, and fosters a problem-solving mindset. As an integral part of the Merry Hill Leadership Team, the Operations Director collaborates cross-functionally to deliver the Centre’s strategic vision, ensuring exceptional guest experience and service. The role reports to the Centre Manager and works closely with the managing agent, Savills, and the Asset Manager.

This is a pivotal, dynamic role in a 24/7 business, requiring weekend duty management and quarterly cross-over with night teams to ensure uniform operational delivery.

Responsibilities

Leadership

• Lead the entire Centre operations and Customer Service teams through empowerment, communication, mentoring, and motivation.
• Manage a team of specialist managers and service partners to deliver a best-in-class customer experience.
• Develop and enable personal and professional growth for immediate and wider team members.
• Motivate, inspire, and foster successful team performance and engagement.
• Deliver brand values and culture in a one-team ethos.
• Drive strategic growth of the operational team via recruitment and organic development.
• Set clear objectives aligned with the wider Merry Hill strategy and measure performance against them.
• Support team members in career development through training, coaching, mentoring, and talent processes, in collaboration with Savills to ensure a best-in-class training function.

Operational

• Deliver a best-in-class operational function for a top-performing UK destination.
• Oversee Centre operational management functions, including maintenance, engineering, health and safety, statutory compliance, security, waste, landscaping, and cleaning.
• Manage operational budgets, whether service charge or non-recoverable.
• Oversee the appointment of contractors.
• Ensure adherence to health, safety, and environmental procedures, with full incident reporting and investigation.
• Support the implementation of the ESG Strategy aligned with net carbon zero targets.
• Develop and implement estate-wide emergency response plans and disaster recovery requirements.
• Act as the company’s main adviser on operational functions, staying abreast of industry developments to maintain a market-leading position.

Customer Services

• Support the Customer Services Manager in achieving commercial targets, including gift card sales.
• Collaborate with all teams to deliver customer-focused service excellence.
• Ensure operational services and objectives are delivered on time and in accordance with service level agreements.
• Drive a top-class shopping and leisure environment, delivering a VIP experience for customers.
• Encourage and develop a passion for excellence in customer service across the entire Centre team, including face-to-face, written, and social media interactions.

Requirements

• Exceptional leadership with credibility and gravitas at a senior level, evidenced by a history of empowering, mentoring, and motivating teams.
• Strong people management skills, with the ability to inspire, motivate, and communicate effectively.
• Comprehensive understanding of best-in-class customer service, both B2C and B2B.
• Experience in commercial property management operations.
• Adaptable communication style for diverse audiences.
• Outstanding commercial and financial awareness with strong financial management skills.
• Ability to innovate and drive change when required.
• Experience managing teams directly and via service providers.
• Minimum H&S qualification: IOSH.
• Experience working on retail and leisure developments and engaging with senior stakeholders.

Schedule

40 hours per week, including weekend duty management and quarterly cross-over with night teams.

Benefits

Refer to the Benefits Booklet for details.