Operations Director (Luxury Mall)

Transformation and Service Excellence

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

Mall Operations Leadership

• 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.
  
• Ensure safe, stable, and uninterrupted mall operations.
  
• Maintain premium presentation standards throughout all customer-facing areas.
  
• Ensure high levels of tenant satisfaction and operational responsiveness.
  
• Maintain effective emergency preparedness and business continuity plans.
  

Retail Environment and Luxury Customer Experience

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

Projects and Asset Enhancement

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

Governance, Risk and Compliance

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

Financial and Performance Management

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

People Leadership and Organizational Development

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

Requirements

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

• 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.
  
• Experience in organizational transformation and change management is highly preferred.
  

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