Executive, Retail Operations

Bonia Corporation Berhad; Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Job summary

Bonia Corporation Berhad is seeking a results-driven Retail Operations Manager to oversee daily retail activities across boutiques and outlets in Malaysia. You will track KPIs, ensure stock availability, and coordinate promotions and CRM initiatives to drive sales performance.

You will collaborate with Merchandising, Logistics, and store teams, support recruitment and payroll processes, and resolve customer issues to maintain an exceptional shopping experience.

Qualifications

• Degree in Business Administration, Retail Management, Marketing, Estate Management or related field.
• Minimum 2 years' experience in retail operations, preferably fashion or mall-based.
• Strong knowledge of multi-store retail operations and procedures.
• Ability to analyse retail performance and prepare data reports.
• Proficient in Excel and Word; comfortable with PivotTables.

Responsibilities

• Coordinate daily retail operations across boutiques and outlets.
• Monitor store sales and KPIs including SSS, targets, traffic, conversion, UPT, and ATV.
• Visit stores, gather frontline feedback and market intelligence, resolve issues.
• Collaborate with Merchandising and Logistics to maintain stock levels.
• Coordinate promotions, CRM activities, events and retail initiatives.
• Support recruitment, manpower planning, training, appraisal and performance monitoring.
• Prepare and monitor payroll, claims, expenses, banking transactions and docs.
• Handle customer complaints and after-sales service recovery.
• Coordinate store openings, relocations and VM requirements.
• Maintain tenancy and leasing records; liaise with landlords/mall management.

Skills

Retail operations

KPI analysis

Microsoft Excel

POS systems

ERP/CRM familiarity

Staff coordination

Mall-based retail

Education

Degree in Business Administration / Retail Management / Marketing / Estate Management

Tools

PivotTable

ERP systems

CRM systems

Job description

• Coordinate daily retail operations and ensure smooth execution across boutiques and outlets.
• Monitor store sales and operational KPIs, including SSS, target achievement, traffic, conversion, UPT and ATV.
• Conduct regular store visits, gather frontline feedback and market intelligence, and follow up on operational issues.
• Work closely with Merchandising and Logistics to maintain appropriate stock levels, replenishment and product availability.
• Coordinate promotions, member/CRM activities, events and other retail initiatives to support sales performance.
• Support recruitment, manpower planning, training, appraisal and performance monitoring of retail associates.
• Prepare and monitor retail payroll, claims, expenses, banking transactions and other operational documentation.
• Handle or coordinate customer complaints, after-sales matters and service recovery when required.
• Coordinate store opening, relocation, renovation, reinstatement, maintenance and VM requirements with relevant parties.
• Maintain tenancy and leasing records and follow up with landlords/ mall management on rental, renewal, termination and operational matters.

Requirements

• Degree in Business Administration, Retail Management, Marketing, Estate Management or related discipline.
• Minimum 2 years' relevant experience in retail operations, preferably fashion, lifestyle or mall-based retail.
• Good understanding of multi-store retail operations, store procedures and retail best practices.
• Able to analyse retail performance and prepare reports using sales and operational data.
• Proficient in Microsoft Excel and Word; knowledge of PivotTable and basic data analysis.
• Familiar with POS, ERP, CRM, inventory or other retail management systems.
• Proactive, resourceful, organised and able to resolve operational issues with minimal supervision.
• Good understanding of the Malaysian retail market, customer behaviour and mall environment.
• Basic knowledge of Al tools and applications, with the ability to apply Al to support administrative work, data analysis, reporting, communication and operational efficiency.