Retail Operations Manager

Evo Commerce; Kuala Lumpur; On-site; MYR 110,000 - 170,000; Full time

Job summary

Stryv in Kuala Lumpur, Malaysia, seeks a hands-on Retail Operations Manager to lead daily store operations, uphold SOPs, and drive sales excellence across multiple locations. You will coach store teams, manage inventory, and partner with landlords on openings and renovations.

The ideal candidate has 3–5 years in retail ops, experience in consumer electronics or FMCG, and strong analytical and people management skills.

Qualifications

• Bachelor's degree in Business Administration, Retail Management, Marketing, or a related field.
• 3–5 years' experience in retail operations, with at least 2 years managing multiple retail outlets.
• Experience in consumer electronics, FMCG, lifestyle, telecommunications, or specialty retail is highly preferred.

Responsibilities

• Oversee the daily operations of assigned retail stores to ensure operational excellence.
• Ensure stores comply with all SOPs, policies, and standards.
• Conduct regular store visits and audits to identify improvements.
• Monitor store performance and implement action plans to improve efficiency.
• Ensure timely store opening and closing procedures.
• Build strong relationships with landlords and mall management for openings, relocations, and renovations.
• Work with Store Managers to achieve sales, profitability, and KPI targets.
• Monitor daily sales and identify opportunities to improve conversion and AOV.
• Ensure promotions and product launches are executed on time.
• Analyze store performance reports and recommend improvements.
• Monitor stock availability and coordinate weekly replenishment with inventory/warehouse teams.
• Ensure monthly stock takes and investigate variances.
• Drive inventory accuracy and minimize stock loss.
• Supervise and coach Store Managers and retail teams; conduct performance reviews.
• Identify training needs and support recruitment, onboarding, and retention.
• Promote a customer-first culture and handle escalated complaints.
• Prepare operational reports and recommendations for Head of Retail Operations.

Skills

People management

Analytical thinking

Problem solving

Customer service

Pressure management

Education

Bachelor's Degree in Business Administration, Retail Management, Marketing, or a related field

Tools

Microsoft Excel

Retail POS systems

Job description

Stryv (pronounced “Strive”) is one of the fastest-growing consumer brands in Southeast Asia. We’ve received multiple platform awards from major retailers such as Shopee, Watsons, Guardian, and 7-Eleven. Founded by former Grab executives who helped build Grab Financial Group, Stryv is committed to making personal care accessible and aspirational.

Our Vision

We aim to become the Uniqlo of Personal Care—offering well-designed, high-quality personal care electronics like hairdryers, shavers, and electric toothbrushes. Our products are built in tier-1 global factories that manufacture for some of the world’s biggest brands. By selling directly to consumers at accessible prices, we ensure that personal care is inclusive across all income levels.

Backed by Leading Investors

We’re proud to be backed by billion-dollar venture capital funds including East Ventures and GSR. Our supporters also include founders and leaders from some of the region’s most iconic brands: Razer, Carousell, ShopBack, Carro, PRISM+, Grab, Atome, and many more.

The Retail Operations Manager is responsible for ensuring the smooth day-to-day operations of all retail stores while driving operational excellence, customer satisfaction, and sales performance. Working closely with the Head of Retail, this role executes retail strategies, maintains operational standards, coaches store teams, and ensures stores operate efficiently and consistently.

The ideal candidate is a hands-on retail leader with strong operational, people management, and problem-solving skills who thrives in a fast-paced, multi-store environment.

Key Responsibilities

1. Retail Operations Management

• Oversee the daily operations of assigned retail stores to ensure operational excellence.
• Ensure stores comply with all company SOPs, policies, and operational standards.
• Conduct regular store visits and operational audits to identify improvement opportunities.
• Monitor store performance and implement action plans to improve operational efficiency.
• Ensure timely store opening and closing procedures are consistently followed.
• Build and maintain strong relationships with landlords and mall management teams, while supporting new store openings, relocations, renovations, leasing matters and other store development requirements

2. Store Performance & Sales Execution

• Work closely with Store Managers to achieve sales, profitability, and KPI targets.
• Monitor daily sales performance and identify opportunities to improve conversion and average transaction value.
• Ensure promotional campaigns, pricing updates, and product launches are executed accurately and on time.
• Analyse store performance reports and recommend improvement initiatives.

3. Inventory & Stock Management

• Monitor stock availability across stores to minimise stock shortages and excess inventory.
• Coordinate weekly replenishment with the inventory and warehouse teams.
• Ensure monthly stock takes are completed accurately and investigate inventory variances.
• Drive inventory accuracy and minimise stock loss through effective controls.

4. People Management

• Supervise and support Store Managers and retail teams.
• Conduct regular coaching and performance reviews.
• Identify training needs and work with the Head of Retail Operations to develop staff capabilities.
• Support recruitment, onboarding, and retention of retail employees.
• Assist in manpower planning and deployment to ensure adequate staffing across stores.

5. Customer Experience

• Ensure stores consistently deliver exceptional customer service.
• Monitor customer feedback and resolve escalated customer complaints promptly.
• Promote a customer-first culture across all retail locations.
• Drive initiatives that improve customer satisfaction and loyalty.

6. Compliance & Reporting

• Ensure stores comply with company policies, operational procedures, and regulatory requirements.
• Monitor cash handling procedures and coordinate with Finance to ensure accurate daily sales reconciliation.
• Prepare operational reports, store performance analysis, and improvement recommendations for the Head of Retail Operations.
• Follow up on audit findings and ensure corrective actions are completed.

Qualifications

• Bachelor's Degree in Business Administration, Retail Management, Marketing, or a related field.
• Minimum 3-5 years' experience in retail operations, with at least 2 years managing multiple retail outlets.
• Experience in consumer electronics, FMCG, lifestyle, telecommunications, or specialty retail is highly preferred.
• Proven experience managing store managers and retail teams.
• Experience supporting retail expansion and new store openings is an advantage.
• Excellent retail operations and multi-store management experience.
• Strong analytical and problem-solving abilities.
• Good understanding of inventory management and retail KPIs.
• Ability to work under pressure in a fast-paced retail environment.
• Proficient in Microsoft Excel and retail POS systems.
• Willingness to travel frequently between retail stores.