Operations Manager: Retail

We are seeking an influential Senior Operations Manager to spearhead the planning, governance, and day-to-day execution across a diverse portfolio. This is a high-impact role where your strategic vision will directly influence footfall, profitability, and the overall customer journey. You will be instrumental in ensuring operational excellence, forging strong tenant/stakeholder relationships, and championing a culture of compliance and continuous improvement. If you thrive on managing complexity, driving financial performance, and developing high-potential teams in a fast paced, customer centric setting, this is your opportunity to shape the future of our client's success.

Responsibilities:

• Lead the strategic planning, management, and governance for the end-to-end venue operation and all associated retail business units, including F&B outlets, ensuring alignment with property-wide customer experience standards.
• Assume full responsibility for the profitability of assigned operations, overseeing budgeting, cost management, CAPEX, forecasting, and revenue optimization strategies.
• Cultivate and manage robust relationships with internal stakeholders, unit leadership, and external retail tenants/vendors to ensure synergy, compliance, and mutual business growth.
• Drive operational excellence by conducting regular audits, monitoring product quality, service standards, and aesthetic maintenance across all retail and venue areas.
• Develop, implement, and manage an integrated operational system encompassing processes, standards, technology, and high levels of compliance with all relevant legislation (including SHE, LRA, PoPI, CPA).
• Initiate and collaborate with Marketing on promotions, activations, and annual calendars designed to significantly drive footfall and enhance the property's vibe.
• Mentor, coach, and develop direct reports and management teams to build sustainable operational capability and foster high employee engagement aligned with organizational culture.

• A relevant 3-Year Degree in Business Management.
• A minimum of 10 years of progressive experience within the hospitality industry.
• At least 4 years of dedicated management experience.
• Proven experience in managing business partners, negotiating Service Level Agreements (SLAs), and handling contract management within a retail context.
• Thorough, demonstrable understanding of critical legislation including Safety, Health, Environment (SHE), Labour Relations Act (LRA), and risk management principles.
• Strong financial acumen, including experience managing budgets, cost control, and revenue analysis for operational areas.