Tenant Relations Manager – Retail & Customer Experience

About the role

Manage tenant and customer liaison for Cairo Festival City Mall, ensuring tenants meet Al-Futtaim retail standards, compliance requirements, and lease obligations. The role drives tenant performance, commercial value, and a superior customer experience across all touchpoints.

Key responsibilities

• Ensure tenants comply with industry standards, government regulations, Al-Futtaim policies, lease terms and the Tenant Manual.
• Identify and improve operational systems to strengthen tenant compliance, service delivery and overall retail standards.
• Act as the primary point of contact between the mall and tenants, managing expectations and delivering solutions that boost commercial performance.
• Monitor tenant sales, footfall and commercial trends; prepare reports and analysis to uncover revenue‑maximising opportunities.
• Collaborate with HR Business Partners, senior management and other stakeholders to align priorities and deliver initiatives.
• Gather and analyse customer feedback, implement improvement initiatives and develop technology‑driven experience solutions such as chatbots and mobile apps.

Required profile

• Bachelor’s degree in Business Administration or a related field, preferably with a retail or sales focus.
• Strong knowledge of retail operations, tenant management, best‑practice sales techniques and customer‑experience principles.
• Experience in budgeting, forecasting, commercial performance analysis and project management.
• Ability to work collaboratively with tenants and cross‑functional teams while maintaining high accountability and customer‑centric standards.

Required skills

• Extensive experience in retail operations and tenant management, acting as a key liaison between mall and tenants.
• Proven ability to manage footfall and sales performance, with exposure to budgeting, forecasting and commercial analysis.
• Strong consulting, analytical, problem‑solving, negotiation and conflict‑management capabilities.
• High level of computer literacy and proficiency in using data, reporting and performance metrics for decision‑making.