Chief Operating Officer

About the Role

The Chief Operating Officer (COO) will lead the day-to-day operations of the companys department store, with a strong focus on operational excellence, customer satisfaction, and sustainable revenue growth while maintaining financial discipline.

The COO will drive collaboration across departments, elevate tenant and customer experiences, and ensure financial strength through strategic and operational leadership. This includes formulating and executing business strategies aligned with the companys vision, managing internal operations to deliver high-quality services, and proactively addressing operational inefficiencies.

The role requires close coordination across operations, leasing, marketing, finance, and customer service to maintain an agile and responsive business model. The COO must also anticipate market trends, customer behavior, and industry developments to continuously improve customer experience, cost efficiency, space utilization, and tenant engagement for long-term profitability and sustainability.

Responsibilities

Strategic & Organizational Leadership:

• Translate the organizations vision into a clear, measurable operational strategy across key pillars: Customer Experience, Revenue & Profitability, Operational Efficiency

• Work closely with the CEO and C-level executives to develop 3–5 year strategic plans, focusing on: New revenue streams, Strategic space allocation to key tenants, Identifying improvement areas and driving change

Mall Operation Management:

• Oversee all aspects of mall operations to ensure consistent execution across the property, with strong emphasis on customer service, cleanliness, safety, and facility readiness
• Develop and implement SOPs for frontline teams and outsourced vendors to ensure service excellence in both public and back-of-house areas
• Establish emergency response, risk management, and customer complaint handling protocols
• Work closely with facility management to ensure reliability of critical systems (HVAC, elevators, escalators, security)
• Use data and analytics (customer satisfaction, traffic, conversion rate, etc.) to improve operational performance
• Stay updated on industry trends and technology to drive innovation

Tenant Management & Sales Revenue Performance:

• Lead cross-functional initiatives to support tenant success through market insights, sales analytics, and tailored support programs
• Promote a partnership-driven tenant ecosystem, beyond just leasing space
• Optimize tenant mix to maximize revenue per square meter
• Monitor tenant sales performance and implement rotation or re-zoning strategies when needed
• Act as the executive liaison for key tenants and resolve strategic or commercial issues

Business Strategy & Growth Planning:

• Define growth strategies for revenue, space utilization, service expansion, and new formats
• Analyze retail, consumer, and real estate trends to propose new business models (e.g. lifestyle malls, mixed-use, pop-up platforms)
• Evaluate investment projects such as renovations or expansions in collaboration with the CEO
• Support lease restructuring and negotiations with major tenants
• Represent operations in meetings with investors, partners, landlords, and key brands

Budget, Finance & Revenue Management:

• Develop and monitor annual and monthly budgets
• Review cost structures, ROI, and drive efficiency improvements
• Analyze P&L, EBITDA, and cash flow and recommend cost-saving or revenue-enhancing actions

Rental Collection & Revenue Monitoring:

• Oversee rental income tracking and collection
• Work closely with finance and leasing teams to manage receivables and overdue accounts
• Monitor actual income vs. budget across all revenue streams and lead corrective actions
• Actively drive revenue opportunities to meet or exceed income targets
• Market Analysis & Competitive Intelligence
• Monitor customer behavior, lifestyle trends, and competitor activities
• Analyze catchment area demographics and economic data
• Use insights to guide tenant mix, marketing strategy, and space allocation

Organizational Capability & HR Partnership:

• Partner with HR to build a high-performing operations team
• Oversee manpower planning, recruitment priorities, and succession planning
• Drive a performance-focused culture through KPIs, coaching, and engagement initiatives

Qualifications:

• Bachelors or Masters degree in Business Administration, Management, Real Estate, Engineering, or related fields
• Minimum 10 years of leadership experience in retail, mall operations, commercial real estate, or hospitality
• At least 5 years in an operations management role leading cross-functional teams
• Strong background in budgeting, P&L management, and strategic planning
• Hands-on, data-driven leader with strong stakeholder management skills

Language

• Native Thai
• Full working proficiency in English
• Chinese is a plus

Benefits

• Group health insurance
• Performance-based bonus
• Birthday gift (THB 3,000 after probation)
• Free event tickets

Working Conditions: full-time position, 100% onsite, Bangkok

Office hours: 9.00 a.m. – 6.00 p.m., Monday to Friday (5-day work week)