Head of Operations

Manage an operations team focused on fostering an efficient, flexible and customer-centric professional environment in all venues and through the full cinema service chain Be a regular presence across venues, follow up with locations’ management staff, actively manage and assign tasks, ensuring the excellence and consistency of the cinematic experience across locations and time Be responsible for recruiting, training and retaining staff to ensure outstanding customer service and staff satisfactionBe the “voice of the company” inside locations, collaborate with management colleagues in order to implement the company’s business culture and ways of working and communicate its strategy and business priorities Develop the framework that measures and monitors compliance to set procedures, periodically carrying out operational audits and reviewing and updating procedures to ensure operational excellence Ensure venues are maintained in accordance with security, health and safety and fire regulations Receive reports on all relevant events at the sites for the information of senior management, investigate events and assist in taking corrective action as required Manage technical support, ensuring effective preventive maintenance programs are carried out for all cinemas, as well as making sure emergency events are handled in timely and effective manner Lead and develop the team of customer service representatives and all customer-facing personnel to ensure customers receive prompt, accurate, and friendly service as per the company’s brand Maintain and update customer database and incidents reports, helping to make customer service-related recommendations and report issues and trends. Implement quality control plans to prevent or correct mistakes made during customer support Be the “voice from the field” inside the executive team, reporting key customer insights and new opportunities for growth, as well as major operational needs and challenges, proposing innovative and practical business solutions, processes and workflows to fulfill them Collaborate with the executive team and technology providers to translate all new business requirements into clear and concise functional specifications for technical implementation, ensuring that proposed solutions align with the organization's strategic goals and technological capabilities Follow up on the rollout of new business processes and the implementation of new technological features and solutions, making sure they happen in a timeliest most effective and cost-conscious manner Undertake any other duties as appropriate within their competence, as required by management Requirements University Degree, preferably with certification in Business or Project management Minimum of 5 years working experience as Operations Manager in a hospitality or retail industry Cinema and Marketing experiences are strong pluses Proven experience of leading and managing a large multi-function team, with excellent managerial and organization skills Strong planning and scheduling skills Flexibility and ability to work under pressure