Director of Operations

Jobstreet Malaysia; Kuala Lumpur; On-site; MYR 150,000 - 250,000; Full time

Job summary

A leading retail company in Kuala Lumpur is seeking a Director of Operations to lead overall retail operations strategy and execution. The ideal candidate will have a strong background in managing multi-outlet environments, with a focus on driving operational excellence and enhancing customer service quality. Responsibilities include strategic leadership, financial oversight, and optimizing performance across all locations, while building effective teams. The candidate should possess a Bachelor's degree in a related field, along with at least 10 years of experience in retail operations.

Qualifications

• Minimum 10 years’ experience in retail operations with at least 5 years in senior leadership roles.
• Proven track record in managing large-scale, multi-outlet retail operations.
• Agile, results-oriented leader thriving in customer-centric environments.

Responsibilities

• Lead and oversee retail operations strategy, execution, and performance.
• Drive operational excellence and improve customer experience.
• Monitor and manage financial performance across stores.

Skills

Strong analytical skills

Leadership

Interpersonal communication

Stakeholder management

Customer-centric mindset

Education

Bachelor's Degree in Business Administration or Retail Management

MBA

Tools

Inventory systems

POS systems

Data analysis tools

Job description

The Director of Operations is responsible for leading and overseeing the entire retail operations strategy, execution, and performance across all store locations. This role drives operational excellence, customer service quality, team capability, and store profitability while ensuring alignment with the company’s business goals and brand promise. The ideal candidate brings strong business acumen, proven leadership in multi-outlet retail management, and the ability to translate strategy into action.

Key Responsibilities

Strategic Leadership

Develop and implement the overall retail operations strategy, aligning it with business objectives and growth plans.

Identify and act on opportunities to drive revenue, optimize cost, and improve customer experience.

Collaborate with senior leadership in budget planning, forecasting, and business reviews.

Champion cross‑functional collaboration across marketing, supply chain, HR, and finance.

Operational Excellence

Oversee daily operations across all retail locations to ensure consistency, compliance, and performance.

Define and monitor KPIs related to sales, profitability, productivity, shrinkage, and service delivery.

Implement operational process improvements and best practices across all retail locations. Lead store expansion or refurbishment projects, ensuring efficient rollout and ROI.

Customer Service Excellence

Champion a customer‑first culture across all retail outlets.

Set and enforce high standards of customer service, ensuring positive, consistent experiences.

Use customer feedback and satisfaction metrics (e.g. NPS, mystery shopper scores) to continuously improve service quality.

Work with training and operations teams to equip frontline teams with tools, knowledge, and service mindset.

Leadership & Development

Lead and develop leadership bench strength including regional operations managers, district managers, and store managers.

Set clear expectations, conduct performance reviews, and build a culture of ownership and accountability.

Identify talent gaps and work with HR to recruit, train, and retain high‑performing retail leaders.

Drive frontline employee engagement and employee experience initiatives.

Customer & Brand Experience

Ensure all stores deliver a consistent, high‑quality customer experience in line with brand values.

Use customer data and feedback to shape service strategies and in‑store improvements.

Ensure visual merchandising, cleanliness, and layout standards are adhered to across all outlets.

Financial Oversight

Monitor and manage P&L performance at both store and network levels.

Analyze data to identify underperforming areas and implement corrective actions.

Drive cost efficiencies without compromising quality or experience.

Prepare and present operational performance reports to executive leadership.

Qualifications & Requirements

Bachelor’s Degree in Business Administration, Retail Management, or related field (MBA is an advantage).

Minimum 10 years’ experience in retail operations with at least 5 years in senior leadership roles.

Proven track record of managing large‑scale, multi‑outlet retail operations.

Strong analytical and commercial skills; ability to interpret data into actionable strategies.

Excellent interpersonal, communication, and stakeholder management abilities.

Agile, results‑oriented leader who thrives in a fast‑paced, customer‑centric environment.

Preferred Attributes

Experience in F&B, lifestyle, or specialty retail is highly desirable.

Strong understanding of inventory, workforce planning, and POS systems.

Familiar with omnichannel strategies, retail technologies, and customer experience platforms.

Able to travel regionally or nationally as required.