Business Unit Head – Mall Operations

4 days ago

Pasay, Philippines HRTX Full time

Overview

The Business Unit Head Mall Operations is a senior executive role tasked with leading the full operations and strategic direction of multiple business verticals within a large-format retail and lifestyle complex. The role oversees various customer-centric and revenue-generating functions such as entertainment, tech retail, transportation services, customer care, and strategic partnerships. The position requires strong cross-functional leadership and the ability to deliver operational excellence, business growth, and an exceptional customer experience.

Qualifications
  • Bachelors degree in Business Administration, Operations Management, or a related field; MBA or equivalent postgraduate degree is highly preferred.
  • At least 15 years of progressive experience in large-scale mall operations , with a minimum of 5 years in a senior leadership role.
  • Proven ability to manage diverse functions such as entertainment, retail services, venue operations, and customer care within a high-footfall property.
  • Strong track record in business strategy, P&L management, and driving operational efficiency.
  • Excellent leadership, stakeholder management, and team-building capabilities.
  • High level of adaptability, strategic thinking, and results orientation.
  • Experience in partnership development and customer engagement strategies is an advantage.
  • Strong communication and decision-making skills.
Duties & Responsibilities
  • Lead and manage the integrated operations of various mall-based business functions (e.g. Cinema, Entertainment, Tech Retail Operations, Mall Venue Management, Transportation Services, Licensing & Strategic Partnerships, etc.)
  • Develop and execute operational strategies to achieve business targets, enhance customer satisfaction, and optimize resource use.
  • Ensure consistent implementation of service standards, operating procedures, and performance metrics across all units.
  • Drive innovation and improvements in customer experience, digital integration, and space utilization.
  • Work closely with senior leadership and cross-functional teams to align business unit goals with the overall mall strategy.
  • Monitor market trends, foot traffic, and customer feedback to inform data-driven decisions and business enhancements.
  • Establish and maintain relationships with key partners, vendors, and tenants to support commercial objectives.
  • Manage and mentor business unit teams, fostering a culture of accountability, service excellence, and continuous improvement.
  • Ensure compliance with internal policies, safety regulations, and operational guidelines.
  • Provide regular performance updates and strategic insights to executive leadership.
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