Business Head (Interactive Retail Edutainment)

Our client, a prominent player in family entertainment, known for its innovative play and learn experiences, is planning to open over 20 flagship locations across key markets, bringing engaging environments to children and families throughout Asia and beyond.

About the role:

The Operations Head will oversee the business operations in Indonesia. Responsibilities include managing operational processes, executing strategic initiatives, people management, customer satisfaction, and driving business growth. The role is based in the Indonesia Head Office and reports to the Operations GM for Indonesia.

Responsibilities:

Business objectives

• Responsible for delivery of business plan and growth of the business
• Responsible for venue's financial performance
• Managing demand generation channels such as groups & parties, Schools and other partnerships, seasonal activities and etc.
• Formulate and execute plans/strategies to boost low-performing venues
• Competition Tracking & Pricing Strategy

Venue operations

• Implementation of safety and experience standards across network
• Implementation of Operations SOP
• Ensure development of venue team in coordination with HR team and ensure timely training
• Constantly enhance experience quotient and revenue potential

Customer satisfaction

• Interact with Guests and venue team regularly to identify and fix pain points

• Effectively define and implement processes for customer complaint handling/incident resolution/customer feedback mechanism.

Key Performance Indicators

• Overall revenue targets and LSG
• Customer satisfaction
• Venue team satisfaction and retention
  

Qualifications:

• Bachelor's degree in Business/Management/Marketing or equivalent.
• Preferably a female candidate.
• I have 8 - 10 years of working experience in the retail industry.
• Strong commercial acumen with the ability to drive business growth and financial performance
• Proven expertise in managing and optimizing operational processes for efficiency and effectiveness
• Fluent speaking in English and Bahasa Indonesia.