ABHISHEK PATHAK
Mall Operations Retail Excellence
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Operations Manager
Reliance Industries Limited, RIL
01.2024 - Current
- Strategic Management: Analyze sales data and customer traffic patterns to identify trends and opportunities for revenue growth and tenant success.
Oversee tenant mix and leasing strategies to ensure a complementary and attractive retail environment.
- Tenant Relations: Build and maintain strong relationships with tenants and resolving tenant concerns.
Ensure clear communication with tenants regarding mall policies, procedures, and upcoming events.
Collaborate with tenants to develop and implement marketing and promotional initiatives to drive foot traffic and sales.
- Customer Experience: Oversee the cleanliness, safety, and security of the mall, fostering a welcoming and enjoyable atmosphere for all visitors.
Coordination with the team of staff, including security personnel, maintenance technicians, and cleaning crew, ensuring adherence to quality standards and timely completion of tasks.
- Financial Management: Manage the mall's operating budget, monitoring expenses and identifying cost-saving opportunities.
- Compliance and Risk Management: Ensure adherence to all relevant laws, regulations, and mall policies regarding safety, security.
Conduct regular safety inspections and implement risk mitigation strategies to prevent incidents and maintain a safe environment.
Develop and maintain emergency response plans for various scenarios.
- Project Management: Oversee store renovation, maintenance, and construction projects, ensuring they are completed on time.
Manage vendor contracts and service agreements for various mall operations.
Coordinate store fit-outs for new tenants, ensuring a smooth transition and timely store opening.
Assistant Manager- Leasing
Oberoi Realty
06.2023 - 12.2023
- Market Analysis and Strategy: Conduct market research to identify target tenants and analyze trends in consumer demand.
- Tenant Acquisition and Negotiation: Proactively source and qualify potential tenants, generating leads through targeted outreach and industry relationships.
Develop and present compelling leasing proposals, effectively negotiating lease terms and rental rates that are beneficial for both the mall and the tenant.
Cultivate strong relationships with retail brokers and industry partners to expand your network and source new tenant prospects.
- Lease Administration and Management: Oversee the entire leasing process, from initial contact to lease execution and tenant onboarding.
Ensure accurate and complete lease documentation, adhering to all legal requirements.
Manage lease renewals and negotiations, working collaboratively with existing tenants to secure long-term occupancy.
- Maintaining Tenant Relationships: Serve as the primary point of contact for all leasing inquiries and tenant concerns.
Foster strong relationships with tenants, proactively addressing their needs and ensuring their success within the mall.
Collaborate with tenants on marketing initiatives and events to drive foot traffic and sales.
- Reporting and Analysis: Track key leasing metrics, including occupancy rates, rental income, and tenant churn.
Prepare regular reports for mall management, providing insights into leasing performance and progress towards achieving leasing goals.
Analyze market data and leasing trends to inform future leasing strategies.
Assistant Manager- Retail Relations
Oberoi Mall
4 2022 - 06.2023
- Conduct in-depth sales analysis to identify trends and opportunities for sales growth within the mall.
- Serve as the primary liaison between mall management and retailers, fostering open communication and collaboration.
- Oversee all stores, proactively ensuring a seamless and positive in-store customer experience that drives sales.
- Implement and manage Business Relationship Management (BRM) strategies to cultivate strong relationships with retailers and collaboratively develop plans to increase sales.
- Streamline store operations by efficiently approving work permits, ensuring timely completion of tasks and minimizing disruptions.
- Proactively identify and address retail flaws, meticulously documenting customer complaints, and following up with brands until resolution.
- Manage store fit-outs from conception to completion, including managing documentation, reviewing store designs for functionality, and ensuring stores are operational by the fit-out deadline.
- Generate insightful sales reports on a weekly and monthly basis, providing valuable data to mall management and retailers for strategic decision-making.
- Cultivate a vibrant retail environment by organizing engaging events and activities for retailers, fostering a sense of community and strengthening partnerships.
- Streamlined store operations for increased efficiency, implementing new processes and procedures.
Sr. Executive- Retail Relations
Oberoi Mall
11.2020 - 03.2022
- A single point of contact for mall management and retailers
- Maintaining all of the stores and ensuring the best possible in-store customer experience
- Approving work permits on a daily basis to ensure that the store runs smoothly
- Highlighting retail flaws, customer complaints to the brand, and following up until the concern is closed
- Store fit-out coordination, including documentation, review of store design, and ensuring that the store is operational for customers within the fit-out deadline
- Organizing events and activities for retailers to stimulate them and strengthen their bonds.
Customer Relations Executive
Oberoi Mall
08.2017 - 11.2020
- MIS & Audits
- Responsible for keeping the consumable consumption data on daily, weekly and monthly basis
- Outsource agencies attendance, deployment and billing data on monthly basis.
- Responsible for the issues closure, daily checklists completion on Pazo portal
- Responsible for the weekly, monthly kitchen and pest audits
- Responsible for the overall floor cleanliness and making it ready for the great customer experience
- Crowd management during the events, contests, public holidays
- Handling the loyalty program and customer queries through the Information desk
Customer Experience Executive
Inorbit Mall, Malad
11.2015 - 07.2017
- MIS & Audits
- Floor Operations
- Responsible for the overall floor cleanliness and making it ready for the great customer experience
- Keeping the washrooms ready and free of snags, considering the hygiene standard
- One point of contact between the retailers and Mall management
- Crowd management during the events, contests, public holidays
- Food Court Operations
Customer Service Associate
Epicenter Tech
04.2015 - 11.2015
- Customer Service for all incoming calls from US
- Collection Process (by cheque or Debit card)
- Compliance of user security in payment mode
- Operated Accounts – notes & follow up
- Daily brief review on timely basis.
Front Office Associate
Ramada Plaza Juhu
04.2011 - 06.2012
- Handling reception of guests
- Check-in & Check-out of the guests
- Checking valid visa & passports for NRI guests
- Payments for long staying guests
- Maintaining the cashier float amount
- Handle reservation on call, walk-ins at the Hotel.
Education
MBA - Retail Management
NMIMS- Mumbai
Mumbai, India 05.2020 - Current
BA in Aviation & Hospitality - undefined
Mahatma Gandhi University
03.2013 - 2017.05
Diploma in Hotel Management - undefined
Chate International Academy
03.2009 - 2010.05
Skills
Personal Qualifications
- MBA in Operations Management, NMIMS- Mumbai, 01/06/20, 01/07/2023
- BA in Aviation & Hospitality, Mahatma Gandhi University, 01/03/13, 01/07/17
- Diploma in Hotel Management, Chate International Academy, 01/03/09, 01/08/10
Timeline
Operations Manager
Reliance Industries Limited, RIL
01.2024 - Current
Assistant Manager- Leasing
Oberoi Realty
06.2023 - 12.2023
Sr. Executive- Retail Relations
Oberoi Mall
11.2020 - 03.2022
MBA - Retail Management
NMIMS- Mumbai
05.2020 - Current
Customer Relations Executive
Oberoi Mall
08.2017 - 11.2020
Customer Experience Executive
Inorbit Mall, Malad
11.2015 - 07.2017
Customer Service Associate
Epicenter Tech
04.2015 - 11.2015
BA in Aviation & Hospitality - undefined
Mahatma Gandhi University
03.2013 - 2017.05
Front Office Associate
Ramada Plaza Juhu
04.2011 - 06.2012
Diploma in Hotel Management - undefined
Chate International Academy
03.2009 - 2010.05
Assistant Manager- Retail Relations
Oberoi Mall
4 2022 - 06.2023
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