Associate Entertainment Manager

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.

**Role Purpose**:
The role of the Associate Manager is to support site operations while ensuring that key objectives and procedures are being administered. This role will ensure operational direction while ensuring an optimal customer experience while supporting budget and revenue targets.

**Role Details - Key Responsibilities and Accountabilities**:
**- Planning, Support & Delivery**:

- Supports with managing team members and ensuring optimal delivery of customer experience.
- Supports budget management and revenue optimizing.
- Creates a customer centric environment and awareness and ensures that customer concerns and/or feedback are dealt with in polite and professional manner.
- Stays up to date of local market share of relevant concept to support customer loyalty initiatives and maintain a competitive advantage.
- Supports the site performance through strategic development initiatives.
- Escalates operational deficiencies within LEC concepts and identifies opportunities of revenue growth.
- Protects and enhances the LEC culture through management of direct reports and influence over teams to meet company objectives.
- Ensures optimal operational standards for third party contractors and staff.
- Ensures high quality of operational standards and consistency across concept(s) while ensuring that all team members are adhering to operational and safety requirements.
- Owns and rectifies any unforeseeable issues that arise with customers and works effectively with team members or internal stakeholders to resolute customer complaints and concerns.
- Enhances the customer experience and motivates team members through engagement and commitment.
- Communicates current and new operational procedures to team members to ensure compliance to local laws and the safety and security of customers and employees.
- Monitors the facility and equipment through audits, asset registers and periodic services.
- Ensures compliance with all contracts, legal agreements, and the proper execution of all government requirements.
- Ensures adequate support is provided to internal stakeholders as directed by Manager and/or Area Manager.
- Carries out the daily walk through to identify faults, breakdowns and equipment deficiencies for the facility and reports any issues to the on-Duty Manager.
- Ensures brand guidelines are being met.
- Resolves conflicts and complaints by customers and ensures an optimal customer experience.

**- HSE**:

- Promotes a culture of safety and security with the team and oversees any health and safety or crisis management.
- Monitors team members’ behaviors to ensure compliance to relevant HSE policies and procedures.

**- Financial**:

- Reviews the Weekly Collection Report (WCR) & Monthly Collection Report (MCR) to achieve optimum payout and Cost of Sales (COS).
- Ensures implementing the correct procedures on performing EON, programming, petty cash, cashier balancing, etc. and ensuring these procedures are done in a timely manner (PO and PR). Audits, checklists.
- Supports the financial functions of the site to ensure the integrity, accuracy and timeliness of cash management, financial data, and reporting.
- Monitors revenue activity reports and financial statements to determine progress and status in attaining operation’s objectives, develop strategies, and initiate activities to address areas of concern.
- Ensures the site’s compliance with all contracts, legal agreements and the proper execution of all municipality and government requirements.

**- Stock Control & Inventory Management**:

- Monitors and carries out stock checks with the necessary controls.
- Ensures the completion of daily stock control.
- Ensures checking, verification, and receipt of delivered stock.
- Creates a stock inventory on a weekly and monthly basis and reports any discrepancies.

**- Team**:

- Respects all fellow team members and treat as equals and aids when needed.
- Ensures the maximum amount of time is spent in front line operations as a support and role model for the Customer Service team.
- Leads a highly engaged team to deliver an exceptional customer experience across concepts and/or experiences.
- Leads and drives the team to achi