- Operational Excellence: Driving smooth day-to-day cinema operations while ensuring adherence to organizational standards
- Customer Delight: Creating exceptional movie-going experiences that maximize satisfaction and loyalty
- People Performance &
- Development: Leading, mentoring, and nurturing teams to build a high performance service culture
- Business Performance: Achieving financial goals through strong business acumen and effective management of resources

•

Leadership &

- Accountability: Combining strategic oversight with hands-on execution to meet operational and organizational objectives

Key Responsibilities

- Ensure attrition control by maintaining staff retention within cinema-specific targets, based on past trends
- Drive training completion scores and ensure 100% participation in mandatory programs.
- Achieve high training assessment scores, ensuring knowledge transfer to operational excellence.
- Identify and develop future leaders within the team, grooming at least 02 successors annually
- Enhance employee satisfaction through engagement initiatives, open communication, and recognition programs
- Deliver outstanding customer service by achieving and exceeding CSAT rating targets (weighted average)
- Drive mystery audit performance by ensuring compliance with company standards and consistently delivering a wow experience
- Achieve Ops Excellence Budget targets through effective planning and execution.
- Meet SPH (Spend per Head) budget goals by driving upselling, cross-selling, and premium offerings
- Use analytical decision-making to track market trends, competition, and performance through weekly
- reviews and 360 dashboard updates, recommending strategies to grow market share




- Monitor and control controllable costs to remain within approved budgets
- Ensure compliance with operational standards, achieving high scores in quality audits (weighted average)
- Encourage innovation by implementing recent ideas and recognizing team efforts, even in case of failed experiments
- Lead new initiatives as per Zonal Heads discretion to enhance operational efficiency, customer delight, or revenue growth

Job Competences (Skills)

- 40% People Management: Talent Attraction, Talent Retention, Coaching, Customer-centric mindset
- 45% Entrepreneur Nature : Proactive, energetic, leadership and data-driven approach
- 15% Innovation : Creative Thinking, Adaptability, Risk-taking mind-set, Forward-looking, Collaborative, Resilient

Key Performance Indicators

- Achieve % SPH and % Strike Rate leading to revenue from F&B;
- Revenue from alternate sources /content
- Cost Control Opex and Capex
- Achieve EBIDTA Margins
- Attrition Control
- CSAT &
- Audit Scores
- Quality review of the Profit &
- Loss statement
- Successful alignment with departments to drive cinema performance
- Coaching and mentoring of the team
- Quality Audit Scores
- Implementation of New Initiatives &
- Ideas

Role: Customer Success, Service &

- Operations - Other,

Industry Type: Film / Music / Entertainment,

Department: Customer Success, Service &

- Operations,

Employment Type: Full Time, Permanent

Role Category: Customer Success, Service &

- Operations - Other

Education

UG: Diploma in Hotel Management

PG: MBA/PGDM in Hospitality Management

Key Skills

Skills highlighted with ‘‘ are preferred keyskills

Operations Management

OperationsClient ServicingBusiness Operations

📌 Cinema Manager (Kolkata)
🏢 INOX
📍 Kolkata