Shahzad Rashid

Mall Operations & Compliance • Managing end-to-end mall operations, ensuring seamless tenant coordination, facility management, and customer experience. • Leading safety, compliance, and security measures, ensuring regulatory adherence and smooth mall functioning. • Implementing cost-saving initiatives, optimizing operational efficiency while maintaining expenses within the approved CAM budget. • Increasing footfall by 18% through strategic marketing, events, and on-ground activations. Customer Experience & Facility Enhancements • Introducing technology-driven solutions, including digital directories, wayfinding tools, and a complaint management system for customers and internal maintenance. • Implementing a loyalty program to reward frequent shoppers and encourage repeat visits. • Enhancing parking management with ANPR (Automatic Number Plate Recognition), digital payments, valet services, and real-time occupancy tracking. • Upgrading mall infrastructure, including rest areas, family lounges, and kids’ play zones to improve visitor comfort. Marketing, Activations & Retail Growth • Organizing seasonal festivals, live entertainment, and influencer collaborations to drive engagement and sales. • Curating thematic pop-up markets and brand activations, introducing emerging retail trends and boosting impulse purchases. • Strengthening F&B experiences, ensuring smooth coordination between the mall management team and F&B brands to enhance service quality. Sustainability & Innovation • Integrating sustainability initiatives, including EV charging stations and partnerships for eco-friendly packaging solutions. • Enhancing customer service through concierge desks, personal shopping assistance, and real-time feedback systems.

Responsible for Client Relationship and Asset Management for DLF Promenade Mall, New Delhi India. 1. Client Relationship Management 2. Overall Mall operations 3. Automation & Technological Enhancements 4. Budgeting & Cost Management 5. Manpower Management 6. Security & Fire Safety 7. Technical Operations 8. Invoicing and collections

•Creating customer engagement to motivate customer interest •Responsible for building and managing a customer database for on-going communications •Handling and swiftly resolving customer complaints in a professional and effective manner •Creating and introducing ‘Customer feedback form’ and ‘Mall fact sheet’ with most useful results •Remarkable ability to ensure proper selection, training, motivation of employees to deliver the highest possible standards of customer service •Establishing and maintaining excellent relations with tenants •Managing landmark events like Vogue "Fashion Night Out", Bridal Couture Week, Luxury Shopping Festival and other such events and promotions

•Managed the introduction of new menus and procurement of new equipments •Managed different food promotions achieving high levels of profitability •Managed budgets as well as financial plans •Planning, organizing and directing all restaurant services, including front office (reception, concierge, and reservation), banqueting and housekeeping

•Introduced a new wine list and new food menu for the hotel •Coordinating various promotional activities around festivals •Departmental learning coordinator

•Competitor analysis •Introduced “Buddy – Mentor” system for the new staff

•Inventory Management, cashiering & maintaining system reports