General Manager - Luxury Mall

• Deliver annual Sales, Leasing, Occupancy, and OPEX targets approved by the Board.
• Protect existing business through proactive tenant retention and relationship management.
• Drive execution of Mall's repositioning and leasing strategy.
• Work closely with Leasing, Marketing, and Operations teams to improve footfall, tenant performance, and customer experience.
• Monitor business performance and implement corrective actions when required.

• Lead the Operations Excellence Transformation project in partnership with external consultants.
• Drive implementation of SOPs, governance frameworks, KPI systems, and accountability mechanisms across all functions.
• Improve operational discipline, decision-making processes, and cross-functional collaboration.
• Establish service standards and operational standards across all customer touchpoints.
• Ensure smooth daily operations, facility management, security, safety, and maintenance.

• Lead organizational change and cultural transformation across Mall.
• Build a transparent, accountable, and result-driven culture aligned with C.A.R.E values.
• Strengthen leadership capability of the management team and improve succession readiness.
• Manage performance actively and address underperformance where required.
• Navigate organizational complexity and gain alignment across long-tenured teams and stakeholders.

• Accelerate implementation of key business systems including CRM, MISA, Footfall Management, and other operational platforms.
• Improve reporting transparency and management visibility through digital tools and dashboards.
• Promote data-driven decision making across the organization.

• Act as the primary representative of Mall in Hanoi.
• Maintain strong relationships with tenants, business partners, landlords, authorities, and key stakeholders.
• Work closely with Holding leadership and shared services teams to ensure alignment and execution.
• Provide regular updates and recommendations to the Vice CEO and Board.

• Bachelor's degree or above in Business, Finance, Operations Management, Hospitality, Retail Management, or related disciplines.
• Minimum 10 years of leadership experience in shopping malls, retail operations, hospitality, property management, airport commercial operations, or multi-site businesses.
• Proven track record of improving operational performance and leading organizational change.
• Strong financial acumen with experience managing budgets, profitability, and cost control.
• Hands-on leadership style with strong execution capability.
• Demonstrated ability to influence stakeholders and manage organizational change.
• Strong people leadership, communication, negotiation, and conflict management skills.
• Fluent Vietnamese and strong English communication skills.
• Ability to operate independently and effectively as the senior leader based in Hanoi.

• Operationally strong
• Financially disciplined
• Commercially aware
• Hands-on and execution-focused
• Able to drive change through influence rather than authority
• Comfortable working in a complex stakeholder environment
• Capable of building a high-performance culture while delivering transformation results

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