Operation Director

I. JOB PURPOSE

The Mall is embarking on a significant transformation and repositioning journey to become Vietnam's leading luxury shopping destination. As part of this transformation, the Operations Director is a critical leadership role responsible for redefining mall operations from a traditional property management model into a luxury hospitality-driven operating model that delivers exceptional customer experiences, operational excellence, and premium service standards.

Reporting directly to the Group Vice President, this role serves as the key on-site operational leader in Hanoi and is responsible for:

- Driving the execution of The Mall's transformation roadmap approved by the Group and external consultants;

- Building a luxury service culture and high-performing operations team;

- Leading operational excellence across Operations and Guest Experience;

- Ensuring that every operational touchpoint reflects the standards expected of a world-class luxury destination.

The role requires a hands-on leader who can operate independently, navigate complex stakeholder environments, and lead organizational change across a long-established organization.

II. RESPPONSIBILITIES

1. Transformation & Service Excellence

- Translate The Mall's repositioning strategy into operational initiatives and service standards.

- Develop and implement luxury service standards and SOPs that elevate the customer experience.

- Drive a hospitality-led culture across all operational teams.

- Lead change management initiatives and continuously improve operational effectiveness.

- Champion service excellence programs, mystery shopper initiatives, and customer experience KPIs.

2. Mall Operations Leadership

Lead the overall operational performance of:

- Engineering & Maintenance

- Security & Safety

- Housekeeping & Mall Presentation

- Floor Management, Tenant Fit-Out & Project Coordination

- Back-office

Ensure:

- Safe and uninterrupted mall operations.

- Premium presentation standards across all customer areas.

- High levels of tenant satisfaction and operational responsiveness.

- Effective emergency preparedness and business continuity plans.

3. Retail Environment & Luxury Customer Experience

- Ensure all operational standards support the positioning of The Mall as a luxury destination.

- Maintain impeccable mall presentation, ambience, cleanliness, landscaping, lighting, scent, music, and customer facilities.

- Drive continuous improvement in customer journeys and luxury guest experiences.

- Develop VIP and concierge operational standards in partnership with Commercial and Marketing teams.

4. Projects & Asset Enhancement

- Lead operational aspects of mall enhancement projects and CAPEX initiatives.

- Oversee tenant fit-outs and renovations while minimizing business disruption.

- Ensure all projects meet luxury design standards, safety requirements, and operational specifications.

5. Governance, Risk & Compliance

- Ensure full compliance with:

o Fire & Life Safety

o Environmental regulations

o Occupational Health & Safety

o Government regulations and permits

o Insurance requirements

- Maintain strong relationships with government authorities and key external partners.

6. Financial & Performance Management

- Develop and manage operational budgets and CAPEX plans.

- Drive cost optimization and energy efficiency initiatives.

- Monitor operational KPIs and identify improvement opportunities.

- Deliver productivity improvements without compromising service standards.

7. People Leadership & Organizational Development

- Build and lead a high-performing operations organization.

- Develop future leaders and succession pipelines.

- Strengthen accountability and performance culture.

- Coach and develop teams toward luxury hospitality service standards.

- Lead outsourced partners and vendors through robust governance and performance management frameworks.

III. REQUIREMENTS

- Education: Bachelor's degree in Hospitality Management, Engineering, Real Estate, Business Administration, or related disciplines.

- Experience: Minimum 8 years of leadership experience in one or more of the following: o Luxury shopping malls o International 5-star hotels or resorts o Premium mixed-use developments o Luxury retail operations o High-end property management

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

IV. CRITICAL SUCCESS FACTORS

The ideal candidate is:

- Hospitality-minded and customer obsessed

- Strong operational executor with strategic thinking

- Financially disciplined and commercially aware

- Hands-on and detail-oriented

- Strong people leader and change agent

- Comfortable navigating complexity and ambiguity

- Highly collaborative with strong stakeholder management skills

- Able to build service culture in a long-established organization

- Possesses an uncompromising eye for luxury standards and customer experience.