Branch Manager

We are looking for a proactive, energetic, and results-driven Branch Manager to lead the daily operations of our Space Panda outlet. As a Branch Manager, you will be responsible for delivering an exceptional customer experience, leading and developing your team, maintaining high operational standards, and driving branch performance.

This role requires a hands-on leader who takes ownership, leads by example, identifies opportunities for improvement, and ensures the outlet consistently operates at its best.

Key Responsibilities

1. Branch Operations & Operational Excellence

• Oversee and manage the overall day-to-day operations of the assigned Space Panda outlet.

• Ensure all claw machines are clean, functional, properly stocked, and presented attractively to customers.

• Conduct regular outlet inspections to maintain high standards of cleanliness, safety, organization, and visual presentation.

• Ensure smooth execution of daily opening and closing procedures, including machine checks, stock replenishment, token handling, and operational reporting.

• Identify operational inefficiencies, resolve day-to-day issues proactively, and implement improvements to enhance outlet performance.

• Ensure all operational activities comply with company SOPs, policies, and established service standards.

2. Team Leadership & People Management

• Lead, supervise, motivate, and develop outlet employees, including counter staff, floor staff, and part-time employees.

• Prepare and manage duty rosters, shift arrangements, and manpower allocation based on operational needs and customer traffic.

• Monitor staff attendance, punctuality, grooming, discipline, productivity, and overall work performance.

• Ensure employees comply with attendance procedures, leave application requirements, and company policies.

• Conduct regular staff briefings, on-the-job coaching, and performance feedback sessions.

• Identify training needs and develop employees' customer service, product knowledge, operational skills, and teamwork.

• Address employee performance and disciplinary concerns promptly, fairly, and in coordination with the Operations Manager and HR Department.

• Foster a positive, accountable, and service-oriented working environment where employees demonstrate initiative, teamwork, and professionalism.

3. Customer Experience & Service Excellence

• Ensure every customer receives a welcoming, engaging, and enjoyable experience at Space Panda.

• Lead by example in proactively approaching customers, explaining machine gameplay, introducing promotions, and providing assistance.

• Train and guide employees to demonstrate energetic, approachable, observant, and proactive customer service.

• Monitor customer interactions and ensure consistent service standards throughout the outlet.

• Handle customer feedback, enquiries, complaints, and service recovery professionally and effectively.

• Maintain a customer-friendly environment, particularly for families, children, and first-time visitors.

• Identify opportunities to improve customer satisfaction, engagement, and repeat visits.

4. Sales Performance & Business Development

• Take ownership of branch sales performance and work towards achieving assigned sales targets and operational KPIs.

• Monitor daily sales, machine performance, customer traffic patterns, and overall outlet productivity.

• Analyze sales trends, identify underperforming machines or operational areas, and recommend corrective actions.

• Work closely with the Operations Manager to implement strategies that improve revenue, customer engagement, and operational efficiency.

• Ensure effective execution of company promotions, marketing campaigns, seasonal events, and customer engagement activities.

• Provide constructive feedback on prize assortment, machine placement, customer preferences, and potential business opportunities.

• Encourage employees to actively promote ongoing campaigns and enhance the overall customer experience.

5. Inventory, Stock & Asset Management

• Oversee prize inventory, stock replenishment, stock movement, and inventory accuracy within the outlet.

• Ensure machines are adequately stocked with suitable prizes according to company merchandising guidelines.

• Monitor fast-moving and slow-moving prizes and provide feedback to the relevant departments.

• Coordinate stock requests, deliveries, and transfers with the warehouse and procurement teams.

• Conduct regular stock checks and ensure all inventory movements are properly recorded and documented.

• Investigate stock discrepancies, losses, or unusual movements and escalate findings promptly.

• Ensure proper handling, control, and safeguarding of company assets, including prizes, tokens, equipment, and machines.

• Monitor machine meter readings, token transactions, and other operational records in accordance with company procedures.

6. Manpower Planning & Cost Control

• Plan and optimize manpower deployment to ensure sufficient coverage during opening, peak hours, weekends, and closing operations.

• Manage staff schedules efficiently to balance service quality, operational requirements, and manpower costs.

• Monitor overtime requirements and prevent unnecessary or unauthorised overtime.

• Identify manpower shortages and communicate recruitment or staffing requirements to the Operations Manager and HR Department.

• Ensure duty rosters, working hours, rest days, and overtime arrangements comply with company policies and applicable employment regulations.

• Support initiatives to improve employee productivity and overall branch cost efficiency.

7. Reporting, Communication & Accountability

• Prepare and submit accurate daily, weekly, and monthly operational reports as required.

• Monitor and report branch sales, attendance, manpower, inventory, customer complaints, and operational issues.

• Communicate important updates, operational challenges, and improvement recommendations to the Operations Manager.

• Ensure timely follow-up and closure of assigned tasks, outstanding issues, and corrective actions.

• Maintain effective communication with HQ departments, including HR, Warehouse, Procurement, Marketing, Finance, and Technical Support.

• Take responsibility for branch performance and ensure company instructions and operational initiatives are properly implemented.

8. Compliance, Safety & Maintenance

• Ensure the outlet complies with company policies, safety requirements, mall management regulations, and applicable operational guidelines.

• Monitor machine conditions and coordinate troubleshooting, repairs, and preventive maintenance with the Technical Team.

• Report machine breakdowns, safety hazards, incidents, and other operational risks promptly.

• Ensure proper handling and documentation of customer incidents, employee incidents, and operational irregularities.

• Maintain professional relationships with mall management, building maintenance teams, and relevant external parties.

• Safeguard company property and ensure employees follow established security and loss-prevention procedures.

Job Requirements

Education & Experience

• Diploma or Bachelor's Degree in Business Administration, Retail Management, Hospitality, or a related field is preferred.

• Minimum 2–4 years of relevant working experience in retail, entertainment, arcade, family entertainment centres, hospitality, or F&B operations.

• At least 1 year of supervisory or team leadership experience.

• Candidates with strong hands-on retail operations experience and demonstrated leadership capability will also be considered.

Leadership & Personal Attributes

• Strong leadership skills with the ability to motivate, coach, and manage a diverse team.

• Energetic, approachable, positive, and passionate about delivering excellent customer experiences.

• Proactive, observant, resourceful, and capable of identifying and resolving operational issues independently.

• Strong sense of ownership, accountability, integrity, and responsibility.

• Good communication, interpersonal, conflict-resolution, and problem-solving skills.

• Able to remain composed and make sound decisions in a fast-paced, customer facing environment.

• Hands-on and willing to lead by example rather than managing solely through delegation.

• Results-oriented, organized, and committed to continuous improvement.

Operational & Technical Competencies

• Good understanding of retail outlet operations, manpower scheduling, inventory management, and customer service standards.

• Able to analyze basic sales performance and operational reports.

• Basic proficiency in Microsoft Excel and other reporting or attendance management systems.

• Able to manage daily outlet operations independently while maintaining effective communication with management.

• Familiarity with cash handling, stock control, and loss-prevention procedures is an advantage.

Working Requirements

• Willing to work on rotating schedules, weekends, and public holidays based on operational requirements.

• Able to work in a fast-paced retail entertainment environment.

• Willing to perform hands-on operational duties when necessary.

• Possessing own transport is an advantage.