Head of Operations

Our client is one of the fastest-growing Convenience Store chains and they are looking for a Head of Operation to help grow their brand. The ideal candidate will be responsible for setting the marketing strategy, developing and implementing plans to drive offline and online presence and top-line growth. This role will require the candidate to oversee branding initiatives and tactical promotional campaigns, including PR, design, social media, copywriting, performance marketing, partnerships, affiliates, and the eCommerce platform.

Job Purpose

• Responsible for nationwide day to day retail store operations. Develop and implement overall operation strategy, policy, KPI and budget planning of the stores to drive store productivity, profitability, and customer service to achieve company business plan.

Job Descriptions

• Support new stores expansion and manage the store set up plan.
• Establish the new policy and SOP that related to store operational management and food handling process, equipment SOP, etc.
• Work with HR to manage the staffing at the store level including hiring, shift scheduling, labour cost control, staff appraisal and talent development program.
• Able to conduct and implement effective training programs on customer service and selling tactics to improve customers shopping experience.
• Ensure staff are equipped with good product knowledge and able to communicate effectively promotions to customers.
• Coach and motivate the sales and customer service skills of staff and provide directions for skills improvement where necessary.
• Work with Merchandising & Marketing to ensure the best store merchandising standard, execution of promotion activities, supply chain process, optimum merchandise display, store branding, etc.
• Monitor the overall stock turnover days to ensure efficient supply chain and minimise high stock holding risk.
• Ensure proper security controls are in place in each store for accurate stock accuracy and eliminate pilferage.
• Conduct regular store visits and report competitor stores activity within the trading area.
• Update weekly store sales report and analyse monthly store P&L report.
• To ensure the store operation meet the standard of food safety and legal requirement all the time.
• Respond to customer complaints and comments to understand the area of improvement and identify business opportunity.
• Conduct monthly operational meeting with the store level to ensure delivery of clear, consistent, and effective communication of the processes between retails stores and head office.
• Attend management meeting at HQ level.
• Coordinate with internal and external parties to solve the urgent issues at the store level.
• Maintain professional working relationships with landlords, mall management personnel and other business associates.
• To undertake any other relevant duties within the overall scope of this post as may be requested by the Management.

Job Requirements

• Minimum 5 years of retail/ F&B industry experience.
• Specialized in F&B restaurant/ service industry is an added advantage.
• Strong leadership qualities with in-depth knowledge of operational fundamentals.
• Highly proficient in developing selling/customer service training programs to enhance overall store experience.
• Willing to travel.
• Proactive, committed and team player driven.

Remuneration

• RM 18,000 - RM 20,000

Consultant in Charge

Jason Wong | jason.wong@hunters-in.com | 012-688 8045

Kah Wai | kahwai.neoh@hunters-in.com | 012 233 3162