Chief Operating Officer (COO)

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The Chief Operating Officer (COO) will oversee the Company’s day-to-day operations, ensuring effectiveness of all business functions, including but not limited to retail sales & operations, marketing, customer service, and technology. Reporting directly to the Chief Executive Officer (CEO), the COO will play a crucial role in implementing scalable systems, optimizing operational efficiency, and executing the strategic plan to achieve rapid growth and Initial Public Offering (IPO) readiness.

Main Duties & Responsibilities:

1. Strategic Planning
   1. Develop and execute operational strategies to support growth and profitability goals.
   2. Collaborate with the Head of Finance to develop and monitor SMART (Specific, Measurable, Achievable, Realistic, and Timely) Key Performance Indicators (KPIs) and forecast financial performance with detailed action plans.
   3. Standardize and optimize processes across all business functions.
   4. Document and implement Standard Operating Procedures (SOPs) for operations (e.g. equipment maintenance, customer service, cleanliness, etc.).
   5. Accountable for site selection, equipment procurement, and opening or closure of outlets.
   6. Accountable for the retail and trading sales targets of the Company.
2. Team Management
   1. Build, mentor, and lead a high-performing operations team fostering a culture of accountability, innovation, and customer focus.
   2. Communicate and explain new directives, policies, or procedures to employees; meet with the entire operations staff to explain changes, answer questions, and maintain morale.
3. Customer Experience
   1. Improve customer satisfaction, user experience, and retention.
   2. Constantly improve the customer journey map to ensure all customer experience touchpoints and services rendered are clearly detailed in a manual that promises sustainability of operation.
   3. Partake in public and social media projects to portray a positive image of the organization to employees, customers, industry, and community.
   4. Collaborate with the Head of Marketing to design and execute brand-building campaigns and customer acquisition strategies.
   5. Provide operational insights to marketing campaigns to ensure alignment with customer needs and operational capabilities.
   6. Develop and manage the operational budget, including cost control, revenue generation, and profitability.
   7. Responsible for achieving the overall budget and deliverables of the Company.
   8. Identify and implement cost-saving initiatives.
   9. Oversee internal audit processes to ensure compliance with financial and operational standards.
4. Technology Innovation
   1. Design and drive the implementation of technology solutions across operations to automate routine tasks and enhance data transparency.
   2. Build data-driven management information systems to enhance insights on consumer behavior and improve service delivery.
   3. Design and implement a loyalty program to increase recurring digital customers.
5. Other Duties & Responsibilities
   1. Relieve other personnel for any in-operation department in their absence.
   2. Undertake any other duties/tasks/assignments as directed by the CEO or the Management Committee.

Job Requirements:

1. Bachelor's Degree in Business Administration, Accounting, Finance, Marketing, Operations Management, or its equivalent.
2. Master of Business Administration (MBA) or equivalent advanced degree is highly preferred.
3. Minimum of 10 years in operational leadership roles, with at least 5 years managing multi-unit operations.
4. Prior experience in retail, F&B, or self-service businesses is strongly preferred.
5. Hands-on experience integrating technology into business operations (e.g. IoT-enabled systems, digital payment platforms).
6. Demonstrated ability to manage budgets, control costs, and drive profitability.
7. Experience preparing a company for IPO or executing large-scale transformation initiatives is a significant advantage.

Knowledge, Skills and Abilities:

1. Strong presentation and negotiation skills.
2. Strong conflict resolution and decision-making skills.
3. Familiarity with supply chain management, equipment procurement, and vendor negotiations.
4. Knowledge of budgeting, profit & loss (P&L) management, and financial reporting.
5. Ability to identify problems, evaluate solutions, and implement effective changes.
6. Strong ability to translate strategy into action and deliver measurable results.
7. Proficiency in technology integration to improve operational efficiency (e.g. IoT, mobile apps, digital payments, CRM, ERP).
8. Must have excellent communication skills in Malay, English, and Mandarin languages.

Only shortlisted candidates will be contacted.