Retail & F&B Operations Success Manager

STOREHUB SDN BHD; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A growing tech company in retail seeks an operations leader to guide merchants in utilizing technology for business success. Responsibilities include merchant onboarding, relationship building, and tracking metrics to improve success rates. Ideal candidates will have a bachelor’s degree, retail management experience, and strong interpersonal skills. Join a dynamic environment with opportunity for growth and exciting tools to use.

Benefits

Apple Macbooks

Free Season Parking

Fully stocked fridge and pantry

Medical and Dental Insurance

Opportunities for career growth

Qualifications

• Proven experience in retail or F&B operations leadership.
• Hands-on experience using POS systems or operational tools.
• Comfort with tech platforms and strong communication skills.

Responsibilities

• Oversee onboarding journey for new merchants.
• Build strong relationships with merchants.
• Coordinate with internal teams to resolve onboarding issues quickly.
• Track onboarding metrics and continuously improve processes.

Skills

Retail management

Customer success

Interpersonal skills

Problem-solving

Organizational abilities

Education

Bachelor's degree in Business or related field

Project management certification

Tools

POS systems

Intercom

Salesforce

Job description

Are you a retail or F&B operations leader who’s ready to help hundreds of businesses succeed?

With over 17,000+ retailers and restaurants in 15 countries, StoreHub is on a mission to enable every business, big or small, to thrive.

We’re looking for someone who has managed the day‑to‑day operations of a store, outlet, or restaurant — from managing staff and inventory to ensuring smooth processes — and is now ready to guide other business owners to success using our technology.

Key Responsibilities

• Oversee the full onboarding journey for new merchants, including welcome calls, product setup, training, hardware delivery, and Go‑Live check‑ins
• Build strong relationships with merchants, acting as their trusted advisor and problem‑solver
• Provide training and guidance to ensure merchants make the most of StoreHub’s features (POS, QR ordering, delivery services, membership programs, etc.)
• Coordinate with internal teams (Sales, Support, Product) to resolve onboarding issues quickly
• Track onboarding metrics such as Go‑Live timelines, customer satisfaction (CSAT), and retention, continuously improving processes to boost merchant success

Skills & Qualifications

Education: Bachelor’s degree in Business, Communication, or related field. Project management certification is a plus, especially for handling multi‑outlet or chain store onboarding.

Experience: Proven experience in retail or F&B operations leadership (e.g., Store Manager, Restaurant Manager, Outlet Manager, Area Manager) OR customer success/account management in a tech or SaaS environment

Hands‑on experience using POS systems or operational tools, plus comfort with tech platforms like Intercom and Salesforce (or similar CRMs)

Soft Skills: Strong communication and interpersonal skills with a customer‑first mindset; excellent organisational abilities and ability to manage multiple accounts

Problem‑Solving: Proactive, resourceful, and able to thrive in a fast‑paced environment

Bonus: Proficiency in Mandarin for engaging with a wider range of merchants

Why Join Us

Make a real difference to how businesses operate and grow

Career progression to senior merchant success or operations leadership roles

Work with exciting brands in the retail and F&B industry

What makes working at StoreHub awesome (and refreshing!):

• Our people - for real! StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer‑learning.
• Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you're tired of ‘corporate nonsense’ you'll feel right at home.
• Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to many different tools we use that support everyday tasks, so that we can focus our minds on the kind of work that matters.
• Impact not just effort. We recognize that results are not tied to the number of hours worked. There's no reward for long hours with poor results and no penalty for leaving on time if your work is excellent. To be great, most of us have to put in considerable effort, but we don't measure contribution by hard work or long hours.
• CHANGE. Our core values are super important to us. The more you resonate with them, the more you'll find yourself a good fit.
• Communicate for Clarity
• Humble and Hungry
• Authentic but not an *sshole
• Nimble and Quick
• Growth Mindset
• Efficiency and Excellence

Perks

• Apple Macbooks for everyone
• Free Season Parking
• Fully stocked fridge and pantry – Coffee, snacks, and more yums
• Cutting edge tools. If something can be automated, we’ll make it happen
• Medical and Dental Outpatient Visits + Medical Insurance
• Opportunities for career growth and continuous learning

We are an equal‑opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.