About the Opportunity:

We are partnering with one of India's leading real estate and retail destination platforms to identify a Chief Operating Officer (COO) to lead a portfolio of premium consumer destinations and customer experience platforms.

This is a high-impact leadership role responsible for driving business growth, operational excellence, customer experience, and profitability across a large, multi-site national portfolio comprising premium malls, retail, and mixed-use destinations.

This role extends far beyond traditional mall operations. We are looking for a strategic leader who can build and scale customer-facing ecosystems, drive P&L performance, enhance customer experience, and lead enterprise-wide operational transformation.

We are particularly keen to engage leaders from Consulting, Big 4 advisory, retail, consumer businesses, telecom, hospitality, aviation, large-format operations, and other customer-centric industries who have successfully managed complex, multi-site businesses at scale.

Key Responsibilities:

- Own and drive overall P&L performance across the portfolio.

- Develop and execute long-term business and operating strategies aligned with growth, profitability, and customer experience objectives.

- Lead enterprise-wide operational excellence and transformation initiatives across customer experience, facilities, technical operations, security, and vendor ecosystems.

- Drive data-led decision-making, process optimisation, digital adoption, and portfolio standardisation initiatives.

- Partner with commercial and leasing teams to optimise tenant mix, enhance customer engagement, and maximise asset performance.

- Lead integrated marketing, experiential initiatives, and customer engagement programmes to drive footfall, brand partnerships, and revenue growth.

- Build governance frameworks and ensure operational readiness for the successful launch and scaling of new assets.

- Collaborate with government bodies, regulatory authorities, and key external stakeholders to ensure seamless operations and business continuity.

- Build, lead, and develop large cross-functional teams while fostering a culture of accountability, innovation, customer centricity, and continuous improvement.

- Champion strategic growth, organisational transformation, and scalable operating models across the portfolio.

Ideal Candidate Profile:

We are interested in senior leaders who bring:

- 20+ years of leadership experience managing large-scale, customer-facing businesses.

- Strong P&L ownership and business transformation experience.

- Expertise in managing geographically distributed operations.

- Proven experience leading large cross-functional teams.

- Strong stakeholder management, influencing, and change management capabilities.

Preferred Backgrounds:

We are particularly interested in leaders from:

- Big 4 consulting firms with experience in Strategy, Deals, Operations Transformation, and Customer & Retail Advisory across Retail, Real Estate, and Consumer sectors.

- Management consulting firms.

- Consumer businesses.

- Retail and large-format businesses.

Why This Role?

This is a unique opportunity to shape and scale one of India's most prominent premium real estate and retail platforms, with a significant and growing national footprint.

The role offers end-to-end ownership across business strategy, transformation, business performance, customer experience, operational excellence, and large-scale growth initiatives.

Leaders who thrive on defining strategy, driving enterprise-wide transformation, solving complex business challenges, and building customer-centric operating models across multi-site businesses will find this to be a highly rewarding opportunity.