Retail Operations Lead

H&M; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Benefits offered by this job

Global employee discount

HIP incentive program

Job summary

H&M Group is seeking a Retail Operations Lead to drive a customer-centric, efficient, and future-ready store operating model across Malaysia and SEA markets. You will guide Area Teams, support cross-functional collaboration, and use data to inform decisions to ensure consistent store operations.

You will lead change by aligning people, processes, and technology, optimize workloads and staffing, and leverage automation to boost performance and the customer experience.

Qualifications

• Minimum 5 years of experience in retail store operations.
• Strategic and hands-on leader capable of driving change.
• Strong analytical and problem-solving skills to turn insights into action.
• Solid understanding of tech product development and its impact on in-store experience.

Responsibilities

• Lead and evolve store operations to deliver a seamless customer-first omnichannel experience
• Enable simple, efficient ways of working across stores by aligning people, processes, and technology
• Secure strong execution through workload planning, workforce optimization, and smart use of automation
• Maximize the impact of tools, data, and solutions to drive performance and better decision-making
• Act on insights to improve results—removing customer pain points and driving continuous improvement
• Build strong partnerships across teams—coaching, enabling change, and ensuring consistent delivery across the market

Skills

Retail leadership

Analytical thinking

Problem solving

Change management

Collaboration

Job description

As a Retail Operations Lead, you will drive a customer‑centric, efficient, and future‑ready store operating model. You guide Area Teams, support cross‑functional collaboration, use data to make informed decisions, and ensure consistent, efficient store operation across our SEA Sales Market, covering Malaysia, Singapore, Philippines and Vietnam.

You will:

• Lead and evolve store operations to deliver a seamless, customer-first omnichannel experience
• Enable simple, efficient ways of working across stores by aligning people, processes, and technology
• Secure strong execution through effective workload planning, workforce optimization, and smart use of automation
• Maximize the impact of tools, data, and solutions to drive performance and better decision-making
• Act on insights to improve results—removing customer pain points and driving continuous improvement
• Build strong partnerships across teams—coaching, enabling change, and ensuring consistent delivery across the market

WHO YOU'LL WORK WITH

You will collaborate closely with a wide range of stakeholders across the business:

• Area Teams and Store Teams to ensure consistent and high-performing store operations
• Sales Managers to align operational execution with commercial goals
• People (HR) teams to drive capability development, training, and upskilling initiatives
• Tech teams to implement and optimize digital tools, systems, and solutions
• Controlling teams to ensure operational efficiency and performance tracking
• Sales Market Expansion and Global Retail Experience teams to align on strategy and best practices

This role will be reporting to the General Manager.

WHO YOU ARE

We are looking for people with…

• Strong retail leader with minimum 5 years of experience in retail store operation (e.g. Store Manager, Area Manager or Controller)
• Strategic, hands‑on, and comfortable leading change
• Strong analytical and problem‑solving skills that will turns insights into action
• Solid understanding of tech product development and its impact on the physical store operating model and customer experience

And people who are…

• Great collaborator and communicator who builds trust across teams
• Passionate about customers, people development, and improving everyday ways of working

WHO WE ARE

H&M Group is a global company of strong fashion brands and ventures. Our goal is to prove that there is no compromise between exceptional design, affordable prices, and sustainable solutions. We want to liberate fashion for the many, and our customers are at the heart of every decision we make.

We are made up of thousands of passionate and talented colleagues united by our shared culture and values. Together, we want to use our power, our scale, and our knowledge to push the fashion industry towards a more inclusive and sustainable future.

WHY YOU’LL LOVE WORKING HERE

At H&M Group, we are proud to be a vibrant and welcoming company. We offer our colleagues attractive benefits with extensive development opportunities around the globe.

• All our colleagues receive a global employee discount, usable on all our H&M Group brands in stores and online. Brands covered by the discount are H&M (Beauty and Move included), COS, Weekday, H&M HOME, & Other Stories, ARKET, Afound. In addition to our global employee discount, all our colleagues are included in our H&M Incentive Program – HIP. You can read more about our H&M Incentive Program here.
• In addition to our global benefits, all our local markets offer different competitive perks and benefits. Please note that they may differ between employment type and countries.

JOIN US

Our uniqueness comes from a combination of many things – our inclusive and collaborative culture, our strong values, and opportunities for growth. But most of all, it’s our people who make us who we are.

Take the next step in your career together with us. The journey starts here.