零售运营副经理 - 联营业务和服务

该职位来源于猎聘 职责描述: Scope of Work: The Assistant Retail Operations Manager is responsible for working closely with third-party operators and their teams to deliver outstanding guest experiences and maintain high service standards across all concession businesses within the resort. The role supports daily operational management, drives continuous improvement of operating procedures and service processes, and ensures consistent execution of company standards. Leveraging business systems, operational metrics, and performance data, the position identifies growth opportunities, develops business optimization strategies, and contributes to the sustainable growth and success of concession and ancillary revenue businesses throughout the park. Main responsibilities

• Participate in business management
• Manage 10+ third-party concession businesses, ensuring the delivery of exceptional guest experiences and service standards. Business categories include, but are not limited to, photography services, games, face painting, park passports, DIY engraving, lockers, stroller rentals, body dryers, power banks, and vending machines.
• Manage operational standards and procedures for third-party concession businesses, and assist in monitoring vendor compliance with operational processes, merchandise presentation, guest service standards, and store cleanliness requirements.
• Collect and maintain operational data for third-party concession businesses, including daily sales performance and average transaction value per guest. Prepare reports as required, conduct regular data analysis and business reviews, and provide recommendations to improve overall business performance and profitability.
• Participate in operational audits and inspections of third-party concession businesses, document identified issues, assist in tracking corrective actions for non-compliant vendors, and provide timely updates on remediation progress.
• Partner with third-party vendors to develop annual business plans, driving product innovation, guest experience enhancements, service improvements, and continuous investment in LLSHR business operations.
• In support of annual sales objectives across all business categories, coordinate and facilitate business review meetings with vendors, retail teams, and cross-functional partners. Leverage market insights and industry trends to identify opportunities for optimization and growth, enhancing business potential while maintaining long-term sustainability and competitiveness.
• Personnel management
• Assist in managing third-party concession business teams, including recruitment, training, and onboarding.
• Organize internal team meetings to communicate company policies and work requirements, share operational experiences and case studies, and promote communication and collaboration among team members.
• As part of routine operational inspections, complete monthly performance evaluations for all personnel, recognizing outstanding performance and providing coaching opportunities for improvement. Drive service excellence by ensuring third-party employees maintain service standards consistent with the park's expectations and guest experience requirements.
• Lead weekly business review meetings with third-party on-site supervisors and managers, driving alignment on process improvements, communicating operational enhancement initiatives, and ensuring action plans are effectively implemented.
• Marketing
• Collaborate with the park's overall marketing strategy to develop and implement promotional plans for third-party concession businesses. Participate in the planning and execution of various concession marketing campaigns, including seasonal and holiday-themed events, joint promotions, and co-branded activities. Drive guest engagement and spending while enhancing the visibility, brand awareness, and overall performance of concession partners.
• Coordinate with internal park departments, including Marketing, Operations, and Health, Safety & Security, to provide support for third-party concession marketing initiatives and ensure the successful execution of promotional activities.
• Collect and analyze guest feedback on third-party concession businesses, identify guest needs and spending trends, and provide insights to support product optimization and the refinement of marketing strategies and promotional campaigns.
• Cross- Functional collaboration
• Collaborate with Finance to ensure accurate revenue-sharing settlements and financial reporting for third-party business partners.
• Work closely with Engineering to resolve operational and facility issues, minimizing business disruptions.
• Partner with Health, Safety & Security teams to maintain compliance standards and eliminate potential safety risks.
• Serve as Duty Manager, representing the Retail organization during daily park operations.
• Foster strong cross-functional partnerships and promoted a park-wide, business-focused approach to decision-making and problem-solving.
• Health & Safety You are responsible for implementing LLSHR’s HSS Policy, management system and related standards. Within the area of management responsibility, you must:
• Show clear leadership and commitment to HSS; this includes setting a good personal example.
• Develop plans that are consistent with the HSS strategy to carry out risk assessments and meet relevant standards, legal requirements and LLSHR’s HSS targets and objectives.
• Take the necessary practical steps to implement the HSS management system, including:

Providing suitable resources and training Defining specific roles and responsibilities Explaining HSS issues effectively Establishing operational controls Managing contractors effectively

Organising emergency response arrangements -Implement measures to monitor HSS performance and, where necessary, take corrective action. This includes audits, performance monitoring, and reporting / investigating incidents.

• Ensure that HSS decisions are consistent with LLSHR’s HSS Policy.
• Consider HSS issues in business decisions and explain their importance.
• Support promotional campaigns and educational plans.
• Recognise and reward employees who show positive HSS behaviour and achieve HSS objectives.
• Discuss HSS issues regularly.
• Encourage employees to suggest measures to improve HSS performance, and follow these up.
• Ensure that employees who blatantly or repeatedly violate HSS standards, procedures and rules are disciplined appropriately.
• Challenge unsafe conditions or actions and work with those involved to agree the necessary safety improvements.
• Provide ready access to skilled HSS professionals and / or accurate HSS advice. 任职资格: Qualifications
• Education
• Bachelor's degree or above, preferably in Marketing, Business Administration, Tourism Management, or a related field.
• Work Experience
• Minimum of 2 years of experience in commercial operations, retail operations, or third-party concession/vendor management. Experience in theme parks, shopping centers, attractions, entertainment venues, or large-scale commercial complexes is highly preferred.
• Professional Competencies
• Strong market insight and business analysis capabilities, with the ability to identify market trends and guest needs and translate them into effective operational strategies and marketing initiatives.
• Excellent communication, coordination, and stakeholder management skills, with the ability to build and maintain productive partnerships with a diverse range of business operators and effectively resolve issues throughout the collaboration process.
• Solid understanding of commercial operations management processes and data analysis methodologies, with the ability to analyze business performance data, identify opportunities for improvement, and provide actionable recommendations to enhance revenue and operational performance.
• Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint. Basic proficiency in spoken and written English.
• Personal Attributes
• Strong sense of ownership, responsibility, and professionalism, with the ability to perform effectively in a fast-paced environment and adapt to changing business needs.
• Demonstrates strong execution skills and attention to detail, with the ability to drive initiatives forward efficiently while maintaining high standards of quality and productivity.
• Resilient and adaptable, with the ability to work under pressure and respond effectively to operational challenges.
• Passionate about the theme park industry and committed to delivering exceptional guest experiences, with a strong focus on enhancing guest satisfaction through high-quality concession operations.