The Sales and Operations Manager will oversee all daily operations of the department store and mall facilities while delivering exceptional customer service, driving sales performance, and managing tenant relationships. This role is responsible for creating an international standard shopping experience, building strong relationships with merchants and tenants, and ensuring optimal mall operations that enhance customer satisfaction and business growth.

Role and Responsibilities

Sales & Store Operations

• Manage overall operational excellence and customer experience of the department store
• Analyze sales data and meet or exceed sales targets by effective management
• Train and manage operation staff including cashiers, front desk, and sales personnel
• Create, revise and implement loss-prevention SOPs
• Plan, develop and execute periodic audit checklists

Store Management Functions

• Oversee daily operations of mall facilities, infrastructure, and common areas
• Manage mall operating hours, special events, and ensure compliance with safety regulations
• Coordinate facility maintenance and oversee parking management
• Execute mall marketing initiatives and promotional activities

Tenant Relations Management

• Build and maintain strong relationships with all mall tenants and merchants
• Conduct regular tenant meetings and ensure compliance with lease agreements
• Coordinate tenant fit-out activities and resolve operational conflicts
• Support lease renewals and tenant mix optimization strategies

Customer Service Management

• Develop and implement customer service standards across all mall operations
• Monitor customer satisfaction through feedback systems and handle escalated complaints
• Manage customer service desk operations and implement loyalty programs
• Analyze customer traffic patterns to optimize mall layout and services

Security & Collaboration

• Oversee security operations and implement anti-theft preventive measures
• Work closely with other departments to ensure customer satisfaction and drive business growth
• Collaborate with property management teams on operational improvements

• Bachelor's or Master's degree in Business Administration, Retail Management, or related field
• Minimum 7-8 years' experience in retail operations and mall management
• At least 3 years of experience in tenant relations or commercial property management
• Minimum 2 years of experience in large operations team management
• Experience in customer service management and staff training
• Supply Chain experience is a plus

Preferred Skills

• Creative problem-solving abilities
• Strong customer service mindset and orientation
• Exceptional leadership and people management skills
• Strategic negotiation and conflict resolution skills
• Excellent communication and interpersonal skills
• Tenant relationship management experience
• Familiarity with SAP, POS systems, and other retail/property management solutions
• Strong presentation and public speaking skills
• Experience with customer satisfaction measurement and improvement programs
• Project management capabilities