Head of Retail Operations

Heinemann Asia Pacific Pte Ltd; Sepang; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading duty-free retail company is seeking an experienced manager to lead their retail operations in Sepang, Malaysia. This role involves strategic planning, team development, and collaboration with multiple stakeholders to enhance productivity and ensure exceptional customer service. The ideal candidate will have 15-20 years of experience in retail management and strong financial acumen.

Qualifications

• 15 to 20 years of managing retail operations and commercial business.
• Experience in coaching and performance management.
• Strong decision-making and stakeholder management skills.

Responsibilities

• Develop strategic plans to improve productivity and efficiency of retail operations.
• Inspire and develop the retail team for best sales performance.
• Collaborate with stakeholders for product listing and training.
• Analyse sales data to provide intelligence and forecasts.
• Review incentive schemes to meet targets.

Skills

Management experience

Strong communication skills

Financial and analytical skills

Ability to coach and influence performance

Education

Bachelor/Master's Degree

Job description

As a member of our family‑owned business, you will work to strengthen Heinemann Duty Free Malaysia’s position in the market by pro‑actively partnering with our business leaders ensuring your team achieves their goals and developing our team members’ competencies and capabilities. In your role, you will,

• Develop strategic plans to improve day‑to‑day productivity and efficiency of the retail operations to meet business goals, including a focus on revenue, personnel costs and operational costs.
• Inspire the retail team in a positive and motivating manner, develop them to consistently deliver best‑in‑class sales performance and exceptional customer service, serving as a role model aligned with Heinemann’s Values and Leadership Behaviors.
• Collaborate with various stakeholders locally and regionally, across different brands to define and implement action plans to boost, maximise, make changes where necessary on decision regarding product listing, brand activations, merchandising, staffing, training, etc.
• Work with People and Culture team to tailor individual development plan for store leaders, (Assistant Operations Managers and Sales Team Leaders) support them with consistent coaching and ultimately building a continuous talent pipeline.
• Analyse data (sales, traffic, flight movement) to provide intelligence and prepare reports, budget and forecasts.
• Review and develop challenging incentive scheme to ensure shop and category targets are achieved, while remaining competitive with market.
• Gatekeeper of policies, operating standards and a continuous review to ensure relevancy with the business while complying with the airport and custom regulations.

What you should bring along

• A Bachelor /Master’s Degree in any discipline, with practical experience of between 15 to 20 years managing retail operations and commercial business.
• Proven management experience with a strong ability to manage, coach and influence performance. There are 3 managers reporting into this position with a total of 100 retail team members.
• Effective presentation and excellent communication, decision making and stakeholder management skills with the proven ability to build and sustain relationships.
• Numerically driven, with strong financial and analytical skills combined with sound business acumen.
• A pronounced can‑do attitude, complemented by the capability to multi‑task and the flexibility to handle changing requirements in a fast‑paced, dynamic environment.