Head of Operations / Chief Operating Officer | Retail

About the company:

Our client is a fast-growing convenience retail chain with a mission to deliver quality, value, and convenience to the everyday Malaysian. Built on a young, outspoken, and energetic culture, we are on a journey of bold expansion and are looking for a dynamic Head of Operations / Chief Operating Officer to drive our next phase of growth.

Role Summary:

The Head of Operations / COO will lead the overall store and back-end operations of all outlets across Malaysia. This role is suited for a hands-on leader who thrives in a fast-paced, multi-outlet retail environment, and is passionate about building high-performing teams, improving operational processes, and delivering strong business outcomes.

Key Responsibilities:

1. Strategic Operations Leadership

• Oversee and drive daily operations across all stores, logistics, supply chain, inventory, and support functions.
• Translate strategic goals into actionable operational plans and execute them with speed and precision.
• Lead key initiatives related to store expansion, digitization, and customer experience enhancement.

2. Store Network Management

• Lead the opening of new outlets including site planning, manpower sourcing, store layout (planogram), and launch readiness.
• Optimize existing store operations to improve sales performance, customer satisfaction, and operational compliance.
• Implement and enhance planogram strategies to maximize product visibility, turnover, and consistency.

3. SOP, Process & Compliance Improvements

• Review, develop, and enforce standard operating procedures (SOPs) across all functions.
• Lead continuous improvement efforts in processes, cost control, and operational efficiency.
• Ensure regulatory compliance, food safety, and in-store hygiene across all outlets.

4. People Leadership & Manpower Planning

• Build, coach, and inspire a strong team culture aligned with young and outspoken values.
• Oversee recruitment and manpower planning for store and central operations.
• Drive people development, performance management, and Compensation & Benefits (C&B) framework to retain talent.

5. Supply Chain & Inventory Excellence

• Ensure timely and cost-effective procurement, delivery, and inventory control.
• Monitor SKU performance and wastage, and implement measures to improve inventory accuracy and stock turnover.
• Lead warehouse operations and explore automation and system improvements (e.g., WMS, ERP).

6. Maintenance & Store Support

• Supervise repair and maintenance activities for all stores, ensuring minimal disruption and optimal store conditions.
• Work with cross-functional teams to resolve store-level issues efficiently.

7. Data-Driven & Results-Oriented Execution

• Monitor key metrics and KPIs for operational performance, cost, service quality, and store productivity.
• Identify bottlenecks and make data-driven decisions for swift improvements.

8. Cross-Departmental Collaboration

• Collaborate with Marketing, Merchandising, Finance, HR, and IT to align goals and deliver unified execution.
• Represent operations in strategic meetings and provide input for company-wide initiatives.

Key Requirements:

• Bachelor's Degree in Business Administration, Retail Management, Supply Chain, or related field. MBA preferred.
• Minimum 12-15 years' experience in multi-outlet retail operations, preferably in convenience stores (CVS), pharmacies, grocery chains, or departmental stores with large SKU count.
• Proven ability to lead large teams and drive improvements in SOP, people performance, and P&L results.
• Hands-on leadership style — not afraid to get involved on the ground to understand and solve operational challenges.
• Experience in C&B, recruitment, and people development strategies.
• Familiar with systems such as POS, ERP, inventory/WMS.
• Strong execution mindset and ability to balance strategy with operational discipline.
• Willingness to travel regularly to store locations.

Location:

Subang Jaya, Selangor

Remuneration:

MYR 15,000 - MYR 30,000

Consultant in-charge:

Kah Wai | kahwai.neoh@hunters-in.com | 012 233 3162 (WhatsApp texting only)