Transformation and Service Excellence

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  Translate the Company’s repositioning strategy into operational initiatives and service standards.
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  Develop and implement premium service standards and SOPs to enhance the overall customer experience.
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  Promote a hospitality-driven culture across all operational teams.
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  Lead change management initiatives and continuously improve operational effectiveness.
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  Drive service excellence programs, mystery shopper initiatives, and customer experience performance indicators.

Mall Operations Leadership

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  Lead and oversee the overall operational performance of Engineering and Maintenance, Security and Safety, Housekeeping and Mall Presentation, Floor Management, Tenant Fit-Out and Project Coordination, and Back-Office functions.
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  Ensure safe, stable, and uninterrupted mall operations.
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  Maintain premium presentation standards throughout all customer-facing areas.
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  Ensure high levels of tenant satisfaction and operational responsiveness.
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  Maintain effective emergency preparedness and business continuity plans.

Retail Environment and Luxury Customer Experience

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  Ensure that all operational standards support the positioning of the Company as a luxury retail destination.
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  Maintain exceptional standards of mall presentation, ambience, cleanliness, landscaping, lighting, scent, music, and customer facilities.
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  Continuously improve customer journeys and premium guest experiences.
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  Develop VIP and concierge operating standards in collaboration with Commercial and Marketing teams.

Projects and Asset Enhancement

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  Lead the operational aspects of mall enhancement projects and CAPEX initiatives.
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  Oversee tenant fit-outs and renovation activities while minimizing disruption to ongoing business operations.
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  Ensure all projects comply with luxury design standards, safety requirements, and operational specifications.

Governance, Risk and Compliance

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  Ensure full compliance with fire and life safety requirements, environmental regulations, occupational health and safety standards, government regulations and permits, and insurance requirements.
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  Maintain strong working relationships with government authorities and key external partners.

Financial and Performance Management

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  Develop and manage operational budgets and CAPEX plans.
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  Drive cost optimization and energy efficiency initiatives.
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  Monitor operational KPIs and identify opportunities for continuous improvement.
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  Improve productivity while maintaining required service standards.

People Leadership and Organizational Development

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  Build and lead a high-performing operations organization.
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  Develop future leaders and establish effective succession pipelines.
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  Strengthen accountability and a performance-driven culture across the organization.
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  Coach and develop teams to achieve premium hospitality service standards.
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  Lead outsourced partners and vendors through effective governance and performance management frameworks.

Requirements

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  Bachelor’s degree in Hospitality Management, Engineering, Real Estate, Business Administration, or a related field.

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  At least 8 years of leadership experience in luxury shopping malls, international five-star hotels or resorts, premium mixed-use developments, luxury retail operations, or high-end property management.
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  Experience in organizational transformation and change management is highly preferred.

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  Strong hospitality mindset with a strong focus on customer experience and luxury service standards.
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  Proven ability to execute operations effectively while maintaining a strategic perspective.
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  Strong financial discipline and commercial awareness.
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  Hands-on and detail-oriented, with strong ownership and accountability.
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  Strong leadership and change management capabilities, with the ability to develop high-performing teams.
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  Comfortable working in complex and ambiguous environments.
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  Strong collaboration and stakeholder management skills.
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  Proven ability to build and strengthen a service-oriented culture within an established organization.
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  Strong attention to detail and uncompromising standards for luxury quality and customer experience.

Contact: Ha Hoang

Due to the immense number of applications, only shortlisted candidates will be contacted.