Retail & F&B Operations Success Manager

StoreHub; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

A tech company in retail is seeking an Operations Leader to oversee onboarding for new merchants and ensure their success with advanced technology. The ideal candidate has a Bachelor's degree, proven experience in retail or F&B operations, and strong interpersonal skills. Responsibilities include building merchant relationships, providing training, and coordinating with internal teams. The role offers impactful work and growth opportunities in a dynamic environment.

Benefits

Apple Macbooks for everyone

Free Season Parking

Medical and Dental Outpatient Visits + Medical Insurance

Opportunities for career growth and continuous learning

Qualifications

• Proven experience in retail or F&B operations leadership.
• Hands-on experience using POS systems or operational tools.
• Strong communication and interpersonal skills.

Responsibilities

• Oversee the full onboarding journey for new merchants.
• Build relationships with merchants as a trusted advisor.
• Provide training to ensure merchants maximize StoreHub's features.

Skills

Communication

Problem-solving

Interpersonal skills

Organizational skills

Education

Bachelor’s degree in Business, Communication, 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

We do have all the other cool perks too:

• 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.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don’t transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad.