Operation Manager

MR DIY Malaysia; Seri Kembangan; On-site; MYR 180,000 - 300,000; Full time

Job summary

A leading home-improvement retailer in Malaysia is seeking an Operations Manager to oversee retail operations and ensure compliance and profitability. You will lead multi-store teams, drive strategic growth initiatives, and enhance operational excellence. The ideal candidate will have a Bachelor’s degree and at least 8-10 years of retail management experience. This role demands strong leadership and the ability to coach high-performing teams, all while ensuring customer satisfaction across the stores.

Qualifications

• 8–10 years of progressive retail operations experience, including multi-store management.
• Ability to make confident decisions with imperfect data.
• Experience in talent planning and performance management.

Responsibilities

• Oversee daily retail operations nationwide to ensure full compliance.
• Lead operational planning for new store openings and growth initiatives.
• Manage talent planning, recruitment, and training for stores.
• Drive improvements in sales, service quality, and operational efficiency.
• Own operational KPIs across all stores, driving improvements in sales, service quality, efficiency, and loss prevention.
• Oversee inventory accuracy, shrinkage control, and cost efficiency.
• Prepare executive-level performance and risk reports.
• Manage talent planning, recruitment, training, succession, and performance management for store operations.
• Develop strong leaders and ensure accountability across teams.
• Ensure consistent customer service excellence, high store presentation standards, effective merchandising, and product availability.
• Support promotional execution with commercial and marketing teams.
• Provide operational input into marketing strategies, monitor competitors and market trends, and assess readiness for new products, services, or retail formats.
• Address audit findings promptly, strengthen internal controls, and lead investigations and reporting on major incidents, losses, or operational breaches.
• Attend, and/or represent the Senior Operations Manager in meetings and discussions.
• Visit stores during working hours and off working hours.
• Support opening of stores.

Skills

Retail operations management

Strategic thinking

KPI analysis

Team leadership

KPIs analysis

Risk management

Education

Bachelor’s degree in Business, Management, Retail, or related field

Job description

The Operations Manager leads retail operations to ensure efficiency, compliance, profitability, and sustainable growth. This role drives strategic initiatives, supports expansion, aligns execution with HQ standards, and manages multi‑store operations teams. This position is field‑based and requires hands‑on presence at stores, not office‑based.

Key Responsibilities

• Oversee daily retail operations nationwide, ensuring smooth execution, profitability, and full compliance with HQ SOPs, corporate policies, and local regulations. Act as the main liaison with HQ and elevate key risks and performance issues to Top Management.
• Lead operational planning for new store openings, restructuring, and growth initiatives. Build and develop high‑performing operations teams to support business expansion.
• Own operational KPIs across all stores, driving improvements in sales, service quality, efficiency, and loss prevention. Oversee inventory accuracy, shrinkage control, and cost efficiency. Prepare executive‑level performance and risk reports.
• Manage talent planning, recruitment, training, succession, and performance management for store operations. Develop strong leaders and ensure accountability across teams.
• Ensure consistent customer service excellence, high store presentation standards, effective merchandising, and product availability. Support promotional execution with commercial and marketing teams.
• Provide operational input into marketing strategies, monitor competitors and market trends, and assess readiness for new products, services, or retail formats.
• Address audit findings promptly, strengthen internal controls, and lead investigations and reporting on major incidents, losses, or operational breaches.
• Attend, and/or represent the Senior Operations Manager in meetings and discussions.
• Visit stores during working hours and off working hours.
• Support opening of stores.

Requirements / Qualifications

• Bachelor’s degree in Business, Management, Retail, or related field.
• Minimum 8–10 years of progressive retail operations experience, including multi‑store management.

Competencies

• Thinks systemically across operations, people, finance, and customer experience.
• Makes confident decisions with imperfect data.
• Prioritises high‑impact initiatives and drives results.
• Leads change, adapts to shifting business realities, and stays resilient under pressure.
• Influences cross‑functional teams without authority.
• Analyzes KPIs, balances cost control with growth opportunities.
• Coaches, develops talent, and manages conflict effectively.
• Ensures customer‑first decisions and consistent execution.
• Builds credibility and trust with store teams.
• Seeks market insights and identifies growth levers.
• Collaborates across functions and gains internal buy‑in.
• Acts with integrity, mitigates risks, and upholds standards consistently.

MR D.I.Y. is a home‑grown enterprise with over 1,300 stores across Malaysia and Brunei. The home‑improvement retailer is dedicated to making a positive difference in the lives of its valued customers by offering convenience at all its stores nationwide and online at mrdiy.com.my.

All MR. D.I.Y. stores are managed directly and the retailer often works in collaboration with owners of shopfront properties or owners of malls. MR. D.I.Y. stores offer a wide selection of SKUs across five major categories, namely hardware; household and furnishing; electrical; stationery and sports equipment products; and others (comprising toys, car accessories, jewellery, cosmetics, food and beverage items, as well as health and personal care).

The Company strives to put its customers first by operating an innovative business that is flexible when it comes to providing a wide variety of products, good quality and value‑for‑money, holding true to the Company’s motto of “Always Low Prices”.