Operations Manager - Retail (Vans & Timberland)

Gulf Marketing Group (GMG Group); Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading well-being company is seeking an experienced Operations Manager – Retail to oversee retail store operations in Malaysia. The role involves driving sales performance, ensuring operational efficiency, and delivering exceptional customer experience. The ideal candidate will possess strong leadership and strategic thinking skills, with a proven track record in retail management.

Qualifications

• Minimum 5 years of experience in retail operations, preferably in fashion.
• Excellent command of English & Bahasa Melayu, both written and spoken.

Responsibilities

• Oversee daily operations of retail stores to ensure efficiency and profitability.
• Drive sales performance and achieve sales targets across all stores in Malaysia.
• Recruit, train, and mentor store management teams.

Skills

Leadership

Problem Solving

Decision Making

Sales Orientation

Customer Service Excellence

Analytical Skills

Organizational Skills

Communication Skills

Education

Degree/Diploma in Sales, Marketing, Business Administration, or related field

Job description

Who we are:

GMG is a global well-being company retailing, distributing and manufacturing a portfolio of leading international and home-grown brands across sport, everyday goods, health and beauty, properties and logistics sectors. Under the ownership and management of the Baker family for over 45 years, GMG is a valued partner of choice for the world's most successful and respected brands in the well-being sector. Working across the Middle East, North Africa, and Asia, GMG has introduced more than 120 brands across 12 countries. These include notable home-grown brands such as Sun & Sand Sports, Dropkick, Supercare Pharmacy, Farm Fresh, Klassic, and international brands like Nike, Columbia, Converse, Timberland, Vans, Mama Sita's, and McCain.

The role:
We are seeking an experienced and dynamic Operations Manager – Retail to oversee our retail store operations. This role is responsible for ensuring operational efficiency, driving sales performance, and delivering exceptional customer experience. The ideal candidate will demonstrate strong leadership, strategic thinking, and a hands-on approach to managing retail operations.

Reporting to the Vice President, you will be responsible for:

Key Responsibilities

Retail Operations Management
•Oversee and manage the daily operations of retail stores to ensure efficiency and profitability.
•Drive sales performance and ensure achievement of sales targets across all stores in Malaysia.
•Implement and monitor marketing and promotional activities to maximize customer engagement and revenue.
•Develop and enhance operational processes, systems, and best practices to optimize performance.
•Recruit, train, and mentor store management teams to maintain high standards of customer service and operational excellence.

Store Management
•Lead and support Retail Managers and Store Managers to achieve business objectives.
•Monitor and ensure high levels of staff productivity and customer service.
•Conduct regular store audits to ensure compliance with Standard Operating Procedures (SOPs).
•Manage merchandise availability, pricing policies, and inventory control to optimize sales performance.
•Address customer concerns and complaints promptly, ensuring a positive shopping experience.

Operational Excellence & Compliance
•Develop and update operational SOPs as needed.
Internal
•Ensure all stores operate safely and comply with legal and regulatory requirements.
•Identify potential risks and implement corrective actions to maintain store security and reduce losses.
•Oversee outsourcing services, including cleaning, pest control, and in-store security, to ensure quality standards are met.
•Lead store expansion projects, including new store openings and operational enhancements.

Team Leadership & Development
•Establish clear performance goals for store teams and track progress.
•Identify training needs and work closely with internal training teams to enhance staff development.
•Foster a collaborative and high-performance culture within the retail operations team.

Requirements:
•Degree/Diploma in Sales, Marketing, Business Administration, or a related field.
•Minimum 5 years of experience in retail operations, preferably within the fashion industry.
•Strong leadership, problem-solving, and decision-making skills.
•Sales-oriented with a strong understanding of customer service excellence.
•Ability to work shifts, weekends, and public holidays if required. Also, open to travel within Malaysia for store visits and other store based activities as required.
•Languages: Excellent command of English & Bahasa Melayu (both written and spoken).
•Strong analytical, organizational, and communication skills.
•Ability to work collaboratively across multiple departments.
•Self-motivated, adaptable, and results-driven.