Mall Security & Customer Experience Lead

IBDC; Caloocan; On-site; PHP 28,000 - 42,000; Full time

Job summary

IBDC in the Philippines seeks a mall operations supervisor to oversee customer relations, safety and security, and parking management. You will ensure responsive handling of concerns and maintain service quality across the mall Experience.

You will resolve first-level complaints, review incident reports, coordinate with other departments, lead car park staff, and prepare monthly performance analyses to support continuous improvement.

Responsibilities

• Customer relations - Attends to customers, tenants, and employees' concerns regarding safety and security. Resolve first-level complaints regarding overall services of the mall, staff and experience. Comply with the prescribed handling and reporting of Items Left by Customers / Employees in the mall. Oversee the appropriateness of responses to emergency & customer concerns
• Safety & Security - Follow thru on all theft cases for final disposition & action. Review incident / suspect profile, merchandise loss / damage post-activity reports, & update preventive security measures in the mall in coordination with other departments. Conducts random post inspection within his area under his shift. Respond and perform emergency programs in the mall as well as events management and crowd control
• Parking Management - Manage and lead all car park staff under his section and staff compliance and adherence of all company policies and procedures. Review, revise and improve policies relating to Carpark if needed and seek management approval. Operate car park profitability by maximizing sales & minimizing cost. Comply with internal sales cost & profitability targets d Address conflicts & issues then develop initiatives to improve processes & performance result
• Administrative - Prepare monthly report analysis of assigned sections. Monitor, prepare and check time records of staff and recommend corrective disciplinary measure/s, as maybe necessary. Prepares and secure budget approval on montlhy supplies and all related operation items

Job description

IBDC in the Philippines seeks a mall operations supervisor to oversee customer relations, safety and security, and parking management. You will ensure responsive handling of concerns and maintain service quality across the mall Experience.

You will resolve first-level complaints, review incident reports, coordinate with other departments, lead car park staff, and prepare monthly performance analyses to support continuous improvement.