Manager - Commercial (Performance Management)

POSITION GENERAL SUMMARY

Performance management is the primary engine for airport commercial revenue growth, serving as the bridge between high-level financial strategy and floor-level execution. Within the airport ecosystem, achieving "Retail Excellence" across the portfolio—encompassing Retail, F&B, and Services—requires a transition from passive oversight to active performance engineering. The Manager is the linchpin of this mandate, tasked with cultivating a culture of high accountability where tenant success is mathematically linked to the airport’s financial health.

The manager is expected to assist the unit in driving revenue growth and retail excellence across MAHB airport portfolio. You will lead the daily execution of our Performance Management (PM) framework, ensuring every tenant meets their KPIs through rigorous monitoring, accurate reporting, and tactical interventions. The role ensures effective performance management processes are in place, providing insights to support leasing, strategy, and revenue teams while engaging tenants to drive sales, service quality, and long-term business sustainability.

ESSENTIAL POSITION FUNCTIONS

Strategy & Framework Development

Develop and maintain performance management frameworks and to track tenant and category performance

Provide input into category strategy and space planning based on performance outcomes.

Implement initiatives that support underperforming rental-only (MAG-based) tenants to achieve the level of performance required for royalty contribution. And to ensure sales growth is aligned with passenger growth, strengthening income per passenger and commercial sustainability.

Monitoring & Evaluation

Monitor concessionaire sales, royalty contributions, and income per passenger against agreed targets

Track performance across airports to highlight risks, growth potential, and sustainability issues.

Identify underperforming tenants/categories and recommend corrective actions.

Performance Reporting & Data Analysis: This includes validating complex retail sales datasets to ensure reliability, conducting in-depth analysis to identify risks, and flagging underperforming units.

Stakeholder Engagement

Tenant Accountability & 3S Compliance: The manager is accountable for enforcing contractual compliance regarding sales performance and operational standards. Conducting periodic floor walks to enforce contractual compliance regarding Stocks, Staff, and Service (3S) to ensure that every tenant maximises their commercial footprint.

Conduct regular off-site review sessions with tenants to discuss performance results and improvement plans

Collaborate with Leasing, Strategy, Contract Management, and Analytics teams to coordinate interventions.

Preparation of Board/Management papers, dashboards, reports and presentations on tenants' performance and intervention outcomes.

Continuous Improvement

Recommend initiatives to enhance tenant productivity, royalty contribution, and overall revenue growth

Benchmark against peer airports and industry standards to strengthen competitiveness.

Promote a performance-driven culture across the commercial portfolio, ensuring sustainable business growth

Digitalisation Support: Support the Senior Manager in championing digitalisation initiatives (e.g., CRM and automated performance monitoring) by ensuring data clarity and integrity at the operational level

Key Challenges

Different collection method and credit strategies to be implemented to commercial debtors of different credit ratings in order to ensure payment and decrease in bad debt.

Effective communication with Finance and among Commercial units to ensure seamless credit monitoring and follow up actions.

Addressing disputes raised by commercial debtors either due to deferment of commencement date, double billing, request for rental reduction or discrepancy in sales figures, which lead to non-payment.

Skills

Good knowledge of retail, F&B, and commercial performance drivers

Strategic Planning: Ability to identify and plan revenue upside opportunity by analysing tenants' business models and creating value-added opportunities.

Analytical Application: Strong knowledge of business analytics and the ability to use KPIs to identify root causes of underperformance

Key Account Management: Track record of developing, implementing, and monitoring key retailers, focusing on measurable operational changes.

Data Proficiency & Reporting: Highly proficient in data visualisation and reporting tools (e.g., Power BI) to ensure the accuracy of performance metrics. Proficiency in producing and customising standardised commercial reports and ready dashboards using relevant data visualisation tools for presentation to management.

Cross-Functional Coordination & Conflict Resolution: Experience coordinating and influencing internal operational teams (e.g., Terminal, Commercial Reps, internal stakeholders etc) to resolve tenant issues that act as barriers to sales growth.

Store Management & 3S Framework: Proven ability to conduct physical operational audits and provide real-time coaching to tenants on Stocks, Staff, and Service (3S) standards. Strong practical understanding of day-to-day tenant sales drivers (e.g., promotional effectiveness, staffing levels & conduct, and visual merchandising) and how they impact immediate commercial performance (eg: sales per spend and revenue per square meter).

Flair Communication Skills: Proficiency in Bahasa Malaysia and English. Ability to convey complex information simply, good interpersonal skills, excellent presentation skills, ability to produce comprehensive and clear management papers and reports.