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Head of Operations

Date: 12-Sep-2021

Location: Dubai, AE

Company: Majid Al Futtaim

Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.

Job Purpose:

  • Fundamental responsibility of all aspects of operations and management of all Leisure and Entertainment sites (Magic Planet, Little Explorers, Dreamscape, iFly Dubai, SOCO, Yalla! Bowling), including Health & Safety, Profitability, Customer Experience, Brand and Quality as well as People and Culture.
  • Provides proactive and inspirational leadership to their direct management team consisting of Area Managers, Operations Managers, FEC Managers and staff alike in order to perform a general managers function within his/her area of responsibility.


Job Details – Key Responsibilities and Accountabilities:

  • Provide inputs to the Director of Operations of L&E in the formulation of short and medium term business plans/strategy for the business in order to provide world class experience to the customers. Deliver the agreed business performance while continuously seeking to exceed it.
  • Manage the process of additions, changes & upgrade to the facilities including preparing studies and reports, obtaining requisite approvals (internal/external), setting up of systems procedures and all other related actions.
  • Responsible for all day to day operation and management of stores defined by locations whilst ensuring that Standard Operating Procedures and Policies are appropriately implemented and adhered too
  • Responsible for delivering financial key performance indicators such as sales, profits, cost of sales, operating costs etc. within his/her responsible area
  • Takes full responsibility of overall quality of presentation and customer experience satisfaction levels within his/her stores and area whilst adhering to L&E’s overall brand guidelines and policies within the DNA
  • Applies and manages proactive health and safety policies and procedures to mitigate any risk to our employees or guests alike and applies due diligence in all matters relating to a potential risk for the company
  • Takes full ownership and accountability for the operating costs of all L&E site’s.
  • Reviews and manages any contracts and external partnerships which are needed to operate L&E Sites around the MENA region (e.g. Security, Cleaning, CCTV, Utilities etc….)
  • Provides inspirational and motivational leadership to his/her managers and staff alike through consistent communication, presence and proactive management style
  • Ensures that a proactive succession planning and competence program is adhered too and implemented within his/her organization
  • Responsible for delivering, implementing and formulating capital or business plans to improve overall quality and profitability of his/her stores
  • Takes full ownership and accountability for applying relevant HR policies within his/her areas and stores whilst owning recruitment and development of potential employees within his/her workforce
  • Responsible for performance management and implementation of incentive programs across his/her portfolio
  • Takes full responsibility of implementing and adhering to policies and procedures as described in the DNA
  • Ensures that all recommendations or enquires from the internal audit are dealt with appropriately and swift and any shortcomings are improved and negated in the future
  • Develop and support promotional and marketing activity to enhance brand perception of L&E Sites in his/her area as well as maximize footfalls and revenues
  • Delivery and preparation of annual budgets, capital plans and business plans for his/her area of responsibility
  • Delivery of the operational requirements to ensure successful opening of new projects on time.
  • Preparation and insights into the monthly business reports to identify new opportunities and track the success of changes.
  • Ensuring the implementation of the MAF L&E health, safety, and environmental management system requirements into their respective businesses.

Measure of Success – Illustrative KPIs:

  • Will have responsibility for sales as agreed in the annual budget.
  • Responsibility for cost control of all operational expenses as agreed in the annual budget.
  • Direct responsibility employees and maintaining levels within agreed budgets
  • Project manage and implement any new openings or refurbishments of L&E.


Other Context (if applicable):

  • Ability to travel within the MENA region – L&E operate in 8 countries in the MENA


Personal Characteristics and Required Background:

Skillset (job specific technical skills and behavioral competencies needed)

  • Substantial ability to self-motivate and start with great sense of managing large numbers of employees across different cultures and countries
  • Great financial acumen with ability to formulate a business case
  • Born leader who aspires to develop people and who is able to generate performance through proactive management
  • Ability to form and foster relationships for the benefit of the company
  • Ideal candidate will be characterized through: passion, energy, drive and delivery


Minimum experience

  • At least five years’ experience as regional or area manager within a leisure-based operation or senior management experience within major leisure operation


Minimum Qualifications/education

  • Ideally degree in hospitality and leisure management or others