Operations Director (Luxury Mall)

ACG_3742_JOB Our client is a leading retail mall who is looking for a qualified candidate to join their firm. 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 Education Bachelor’s degree in Hospitality Management, Engineering, Real Estate, Business Administration, or a related field. Experience 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. Others 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.