Job Description

POSITION GENERAL SUMMARY

• To lead the Performance Management (PM) workstream for Retail, F&B and Services with all business partners across Malaysia Airports. Responsible for designing, implementing, and monitoring tenant performance scorecards, KPIs, and escalation processes, ensuring commercial sustainability, driving sales hence revenue, thus further increasing key matrices (eg: SPP, Revenue PSM, IPP) therefore strengthening tenant accountability in line with MAHB’s financial and strategic goals.        

ESSENTIAL POSITION FUNCTIONS

• Manage the end-to-end Tenant Performance Management framework, including scorecards, KPIs, escalation levels, and performance-linked obligations.
• Lead the collection, analysis, and interpretation of tenant sales, traffic, and operational data to generate insights for revenue (and IPP) growth.
• Build and maintain dashboards (eg: Power BI, SAP reports) to support regular performance reviews with management.
• Work closely with BDS, Retail Relations, Commercial Operations, Finance, and Legal to align tenant performance outcomes with commercial objectives.
• Serve as the primary liaison with tenants on performance matters, ensuring accountability, transparency, and collaborative improvement.
• Implement progressive escalation steps for underperforming tenants, coordinating with Senior Management and Board committees where necessary.
• Drive initiatives to optimise tenant mix, space planning, category management and rental yields (IPP, Revenue psm etc) through performance insights.
• Recommend strategies to sustain and further elevate high-performing tenants and improve underperformers.
• Ensure compliance with tenancy agreements and reporting standards, reducing risks of audit findings or legal issues.
• Prepare Board/Management papers, dashboards, and presentations on tenant performance and intervention outcomes.
• Lead continuous improvement and digitalisation projects (eg: CRM), also automated performance monitoring/ dashboards, with predictive & prescriptive analytics.
• Benchmark MAHB’s tenant performance framework against global best practices in airport retail.
• Perform any other ad-hoc tasks or duties as directed by Superior(s) or Management from time to time.

Key Challenges

• Ensuring consistent and accurate tenant performance reporting across all retail categories (Retail, F&B, Services).
• Managing sensitive tenant relationships while enforcing accountability and compliance with contractual obligations.
• Balancing commercial revenue targets with tenant sustainability, especially in fluctuating market conditions.
• Building cooperation and alignment across divisions, including Retail Relations, Finance, Legal, and Operations.
• Implementing digitalisation and process improvements while adapting to rapidly changing retail dynamics

Skills

• In-depth knowledge of airport retail dynamics, including tenant performance drivers, sales optimisation, and space utilisation.
• Sound understanding of commercial retail contracts, tenancy terms, and performance-linked obligations.
• Proven experience in data analytics/actuarial science, or business intelligence, with ability to turn complex or big data into actionable insights.
• Strong commercial acumen with a track record of improving revenue performance through proactive engagement, interventions & action plans.
• Experience in progressive escalation management, from operational engagement to strategic management level.
• Excellent stakeholder engagement and negotiation skills with internal (eg: BDS, Tender, Finance, Legal) and external parties (eg: tenants, vendors, government agencies and authorities)
• Ability to design and implement performance frameworks (scorecards, KPIs, escalation tiers) to drive accountability and enhance retail performance.
• Proficient in project management and problem-solving, capable of balancing multiple stakeholders, reviews, and reporting cycles.
• Fluent in English and Bahasa Malaysia, with excellent presentation and communication skills to engage and influence diverse stakeholders.  

Relevant Industries

• Bachelor's Degree with minimum 3-5 years relevant experience in manager role,doing performance management, data analysis and/ or commercial operations.

Unique Requirement

• Candidates with professional certifications in data analytics (eg: Google Data Analytics, Microsoft Power BI, Tableau) will have an added advantage.
• Proficient in data analytic tools (e.g., Power BI, Tableau, Excel) and SAP.
• Experience in the airport travel retail/commercial retail (eg: downtown malls)
• Practical knowledge of Commercial Tender, legal/ Contract Management and Commercial Retail Operations.

Education

• Bachelor Degree preferably in Retail Management, or Business, or Data Analytics/ Actuarial Science or related field.

Additional Information

Open for Malaysian citizens only.

Please be reminded that only online applications will be entertained.

Applications should reach us by 25 September 2025.

Only the shortlisted candidate will be notified.