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JLL is recruiting for an Estates Director to become part of The Mailbox, a true icon in Birmingham's city centre. This prestigious role offers the chance to lead and influence the future of one of the UK's largest and most diverse mixed-use developments.

The Mailbox is not just a building; it's a thriving ecosystem. Spanning over 1 million square feet across a 6.2-acre site, this landmark destination seamlessly blends office spaces, leisure facilities, retail outlets, residential apartments, and hotel accommodations. From its origins as Birmingham's Head Postal Sorting Office to its current status as a vibrant urban hub, The Mailbox has continually evolved to meet the changing needs of the city.

Recent years have seen The Mailbox undergo significant transformations, including multi-million pound improvements that have enhanced its appeal to a wide range of occupiers. The creation of the impressive Urban Room and the enclosure of the previously open-air Mall area are just a few examples of how this dynamic space continues to innovate and adapt.

The Mailbox's ability to attract diverse and exciting tenants is evident in its recent additions. From the 50,000 sq ft Spaces flex office to unique offerings like Castle Fine Art, Dermoperfection, and Sixes Cricket Club, the estate continues to curate an impressive mix of businesses that contribute to its vibrant atmosphere.

As Estates Director, you will play a crucial role in steering this Birmingham icon towards continued success and growth. This is your opportunity to leave your mark on a development that has been at the heart of Birmingham's transformation for over two decades. 

Responsible for:

For the strategic leadership, business management and operational management for the Mailbox and to improve the potential of the asset with a clear focus on improving overall performance, through the delivery of the business plan and best practice.

Primary Purpose:

To advance and contribute to the development of the asset management strategy and business objectives, and to play the central role in delivery of high and efficient standards of onsite management and care, in maintaining and enhancing the Mailbox’s position in the locality as a best in class, desirable, safe, and progressive environment for occupiers to trade in and customers to shop, visit, live and work in.

Key Responsibilities:

• Continue to improve the quality of the environment at the Mailbox. Lead, develop and inspire the Estates Management team.

• Working closely with the marketing team to optimise and ensure delivery of the marketing strategy.

• To build and maintain effective relationships with all Occupiers in the scheme.

• Work with the Mailbox Team on reporting and benchmarking of Occupier performance and turnover within the Mailbox.

• Undertake Annual Tenant/Occupier Surveys or more frequently as required.

• Create an ambassadorial role in local industry business groups, Local Authority and community/civic stakeholder meetings including representing the Mailbox at local BIDs meetings and any other relevant association meetings.

• Collaborate with the client to develop and continually refine the business plans to ensure outstanding business results delivered over time.

• Annual Business Planning and monthly reporting on performance.

• Review opportunities for cost control and efficiencies.

• Management of contractor/supplier relationships and key staff.

• Overall responsibility for Health & Safety and Environmental Management.

Key Skills

• Relevant Management experience gained within a high-profile mixed-use environment.

• Have a strong customer facing background and understanding and the ability to appreciate different Occupiers and the challenges they face.

• Be able to demonstrate a broad knowledge and approach to addressing the key business challenges facing both the regional office and retail market and the Mailbox faces in the current environment and potential future trends.

• A proven track record in managing onsite / in-house management teams.

• Experience of managing major CAPEX and service charge projects

• Demonstrate high degree of technical competence (via degree or recognised diploma).

• Demonstrate ability to support change related initiatives and to determine what expertise and resources are required to resolve problems quickly and efficiently.

• A detailed understanding of financial management, profit & loss, and IT skills

• Ability to communicate at board room level and contribute to identification and evaluation of potential solutions to the problems based on the facts, assessment of risk and awareness of desired business objectives.

Management Structure Managing Agents:

JLL is responsible to the Landlord for the general administration, operations, and management of the Mailbox. As such it is concerned with providing high quality customer service and the maintenance/management of common areas, the services and facilities and ensuring that tenants fulfil their covenants and lease obligations. In addition, the Managing Agent is responsible for administering rent and service charge accounts at the Mailbox and oversees and manages on site employees.

Teamwork:

The intention is that the Estates Director, Management team and Clients / Owners will operate as a united team to operate the Mailbox as an effective trading proposition and a profitable business aimed at maximising Client investment income.

Mailbox Director Responsibilities:

Principal:

To advance and contribute to the development of the Mailbox, and to play the central role in delivery of high and efficient standards of onsite management and care, in maintaining the Mailbox position in the locality as a desirable, safe, and progressive environment for customers to work, shop, live and visit.

Reporting:

The Estates Director will provide accurate and timely compilation of accounting, turnover, trading, and benchmarking data for the presentation of monthly reports and documentation for the Landlord and respective parties; formal recommendations and reports as required to support strategic and management recommendations; KPI reporting against agreed best practice compliance targets as required; and minutes of meetings and circulate as agreed.

Customer Relations:

The Estates Director will respond to all customer complaints in a timely and efficient manner and ensure that all situations are given the necessary degree of attention and immediacy to ensure positive retrieval of rectification of the problem or incident.

ESG Strategy:

Working with JLL and the Client to deliver the ESG strategy for the Mailbox, ensuring sustainability and social value is at the forefront of decision making.  To this extent, develop a communications and management strategy for implementation of the ESG strategy on site and ensure the Mailbox Team observe the standards that all areas of the property must adhere to. The policy is in place to ensure that the client maximises the environmental performance and investment opportunities and minimise the adverse impacts their Real Estate activity has on the environment.

Tenants Relations:

The Estates Manager will foster close and professional relations with all tenants (particularly the anchor tenants) customers and local stakeholders and provide assistance whenever necessary to resolve problems and answer queries and achieving at all times high levels of customer satisfaction. The Estates Director will monitor tenant trading performance and demonstrate detailed knowledge of turnover figures across the asset. The Estates Manager will ensure that tenants comply with occupation obligations of leases and immediately report any breaches to the Property manager and agree actions to resolve.

Additionally, the role will support the business in establishing and playing a key role in the development of new initiatives and participation in the wider business and public community e.g., liaising with Local Residents Associations etc. The Estates Director will act as an ambassador for the scheme and the Client within the industry.

Marketing:

To assist the Clients and its Marketing teams with the development of promotional activates with a view to gaining as much media coverage as possible, including opportunities to generate income. To play an active role in the development of media relations to drive footfall and promote a positive progressive business.

Procurement, Invoice coding and approval:

To be responsible for ensuring that all invoices within service charge approved at the Mailbox, coded to the appropriate expense code.

Training Records: Financial Control:

To be responsible for the review and maintenance of all records of Mailbox staff training and development for all site staff.

Service Charge Budgets:

• The Estates Director will have constant regard for value for money with all expenditure and constantly strive to drive margins through effective cost control and efficiency whilst improving productivity and quality of services. To have an awareness of financial impact of service costs on occupational tenants in light of current economic climate and to constantly review.

• To accurately prepare the annual service charge budget for presentation to the Client in line with approved time frames. The service charge will break down all of the total expenditure into an item by item budget along with any Planned Preventive Maintenance (PPM) work. The draft budget will be submitted to the Property Manager and thereafter the Client / Owner for approval.

Communications:

• The Estates Director will lead the Mailbox team ensuring that all members are kept appropriately informed of current and future activities and projects taking place in the Mailbox.

• The Estates Director will also ensure that the managing agents and Client are informed of any issues that could have a material impact on the Mailbox, Managing Agents and the Clients.

• All communications with the media needs to be in line with the Managing Agent and the Clients’ media policies and consultants.

• To promote/represent the Mailbox (as appropriate) to external organisations including the local authority and other key stakeholders.

Contractors and Suppliers:

• The Estates Director will ensure the appropriate management and control of all contract staff, and the delivery of service standards within JLL Procurement agreements. Ensure team overall delivers to client satisfaction.

• The Estates Manager will not enter into any legal agreements with tenants, suppliers or any third party of any nature.

Health & Safety And Environmental:

• In conjunction with other staff members to operate the Mailbox in compliance with all Health & Safety and Environmental legislation and regulations, adhering to procedures laid down and working towards stated targets.

• To take responsible care for the health & safety of yourself and of other persons who might be affected by your acts or omissions at work.

• To co-operate with JLL in so far as is necessary to enable JLL to comply fully and at all times with its legal duties regarding health, safety, environmental and welfare matters.

• To familiarise yourself with JLL’s health, safety, welfare, fire and environmental arrangements

Additional Responsibilities:

• To assist the clients letting and other professionals, representatives appointed or representing the Client or Managing Agents in the execution of their transactions and tasks. This may include amongst others providing plans, communicating data, co-ordinating the site visits, assessing shop fit-out / alterations proposals, entertaining prospective tenants, providing data including pedestrian footfall and undertaking any other reasonable tasks deemed necessary by the Property Manager or the Clients / Owners from time to time and as required in order to achieve the investment objectives of the Landlord.

• To be a brand (Client, JLL and the Mailbox) ambassador within the wider community.

• To provide strategic assistance into any proposed development or refurbishment of the Mailbox or parts thereof.

Location:

On-site –Birmingham, GBR

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email EMEATA@jll.com or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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