Mall Experience & Operations Leader

Hammerjack Pty Ltd; Philippines; On-site; PHP 3,000,000 - 5,400,000; Full time

Job summary

Ayala Malls is seeking a General Manager to provide leadership for the commercial, operational, and experiential performance of the mall. You will ensure financial targets are met, deliver excellent customer experience, maintain tenant satisfaction, and operate in compliance with corporate standards across safety, engineering, marketing, leasing support, guest services, and community engagement.

You will be the principal representative of the mall, driving collaboration across Asset Management,

Qualifications

• Bachelor's degree in business, management, real estate, hospitality, engineering, or related field.
• Master's degree (MBA or related) is an advantage.
• 9+ years of leadership experience in retail real estate, shopping centre management, hospitality, operations, or related sectors.
• Experience managing large teams and multi-disciplinary operations.
• Strong commercial background with exposure to financial performance management.

Responsibilities

• Leads and executes the mall's overall strategic direction, goals, and initiatives, including budget planning and forecasting.
• Oversees efficient day-to-day mall operations, ensuring high service standards, safety, compliance, and operational excellence.
• Monitors mall performance through inspections, coordination meetings, and issue escalation to management.
• Drives financial performance through budget management, cost efficiency initiatives, merchant performance reviews, and sales analysis.
• Builds strong tenant relations, ensuring effective conflict resolution, merchant engagement, orientations, and timely collections.
• Collaborates with Marketing to deliver promotions, events, and activities that increase foot traffic and community engagement.
• Enhances customer experience through feedback mechanisms, improved amenities, events, and service recovery.
• Ensures compliance with regulatory requirements, permits, licenses, safety standards, and risk mitigation measures.
• Leads, develops, and manages teams through onboarding, performance management, coaching, recognition, and discipline.
• Represents the mall in dealings with senior management, merchants, partners, government agencies, media, and customers.
• Performs other related duties to support departmental and organizational objectives.

Education

Bachelor's Degree – Business, Management, Real Estate, Hospitality, Engineering, or related field

Master's Degree (MBA or related) is an advantage

Job description

Ayala Malls is seeking a General Manager to provide leadership for the commercial, operational, and experiential performance of the mall. You will ensure financial targets are met, deliver excellent customer experience, maintain tenant satisfaction, and operate in compliance with corporate standards across safety, engineering, marketing, leasing support, guest services, and community engagement.

You will be the principal representative of the mall, driving collaboration across Asset Management,