Business Unit Head – Mall Operations

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 (eg. Cinema, Entertainment, Tech Retail Operations, Mall Venue Management, Transpiration 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.