Retail Operations Manager – Playhouse

About the role

Our client is seeking a Senior Operations Manager / Operations Manager to oversee the daily operations and marketing activities of its family entertainment business in Hong Kong. This is a hands-on role for a candidate with experience in indoor playgrounds, family entertainment centres, children’s attractions or related businesses.

Responsibilities

Oversee daily venue operations, ensuring a safe, welcoming and enjoyable experience for children and families.

Lead and manage the operations team, including full-time frontline employees and part-time staff, covering manpower planning, shift scheduling, training and performance management.

Establish and maintain standard operating procedures, service standards and safety practices to ensure smooth and efficient operations.

Develop and implement business plans to achieve revenue targets, improve operational efficiency and enhance customer satisfaction.

Take hands-on responsibility for planning and executing marketing activities, including online and social media promotions, seasonal campaigns, events and promotional offers to drive attendance and repeat visits.

Develop sales channels and business partnerships, and support the development of online sales and booking channels.

Monitor customer feedback and handle enquiries, complaints and operational issues professionally.

Conduct market research and competitor analysis to identify trends, new products and opportunities within the family entertainment and children’s leisure market.

Work closely with internal teams, suppliers and business partners to coordinate operational requirements, marketing initiatives and service improvements.

Monitor operational performance and marketing results, and recommend practical actions to improve business performance.

Requirements

Higher Diploma or above holder with at least 10 years of experience in operations and sales.

Relevant experience in indoor playgrounds, family entertainment centres, amusement attractions, children’s activity centres or other businesses serving children and families is highly preferred.

Proven experience in managing operations teams, frontline employees and part-time staff.

Hands-on experience in planning and executing marketing campaigns, promotions and events.

Strong commercial awareness, with a focus on revenue growth, customer experience and operational efficiency.

Connections with shopping malls, retail chains or relevant business partners in Hong Kong would be an advantage.

Experience working in a sizable organisation is preferred.

Strong leadership, communication and problem-solving skills.

Self-motivated, energetic and creative, with the ability to work independently and handle day-to-day operational matters.

Good command of spoken and written English and Chinese, including Cantonese and Mandarin.

Willing to work shifts, including weekends and public holidays.

Candidates will be considered for the Senior Operations Manager or Operations Manager position according to their experience.