Retail Operations Manager

AEON Fantasy; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

AEON Fantasy Malaysia seeks a dynamic leader to drive store operations, profitability, and growth across promotional activities and partnerships. You will oversee planning, budgeting, and customer experience to deliver outstanding service and safety, while coordinating with cross-functional teams.

The role requires strategic thinking, strong English communication, and ability to lead high-performing teams with integrity and resilience in a fast-paced environment.

Qualifications

• Strong leadership and business management skills including strategic planning, financial management, budgeting, P&L, commercial analysis, and sound decision-making.
• Fluent in English with excellent communication, presentation, customer engagement, networking and marketing skills.
• Confident in leading promotional events, representing the brand, and supporting social media initiatives.
• Strong operational and analytical skills, including customer experience management, health & Safety, problemsolving, proficiency in Microsoft Office for business reporting.
• Ability to lead high-performing teams with integrity, professionalism, and resilience.

Responsibilities

• Lead store operational planning by organising team responsibilities, reviewing progress, and implementing SOPs to meet business objectives.
• Take full ownership of park's P&L, revenue growth, budgeting, cost control, forecasting and profitability.
• Develop and execute business strategies, promotions and commercial plans to achieve sales and visitor targets.
• Monitor key performance indicators: admissions, traffic, conversion rate, average spend, labour productivity and expenses.
• Ensure outstanding customer experience with high service standards and handling feedback effectively.
• Ensure all attractions and facilities are safe and well-maintained with proper emergency procedures.
• Collaborate with Marketing, Finance, HR, IT, Merchandising, and Technical teams to drive growth and improvements.
• Develop partnerships with schools, organisations and influencers to increase brand awareness and revenue.
• Ensure compliance with policies, safety regulations, and audit standards; present performance reviews to senior management.
• Perform other duties as assigned by top management or holding company in Japan.

Skills

Leadership

Business management

Strategic planning

Financial management

Budgeting

P&L

Commercial analysis

Decision making

English fluency

Communication

Presentation

Customer engagement

Networking

Marketing

Promotional events

Brand representation

Social media initiatives

Operations

Analytical skills

Customer experience management

Health & Safety

Problem solving

Microsoft Office

Team leadership

Integrity

Professionalism

Resilience

Tools

Microsoft Office

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Strong leadership and business management skills, including strategic planning, financial management, budgeting, Profit & Loss (P&L), commercial analysis, and sound decision-making.

Fluent in spoken and written English with excellent communication, presentation, customer engagement, networking and marketing skills with an energetic, outgoing and customer-focused personality.

Confident in leading promotional events, representing the brand, and supporting social media initiatives.

Strong operational and analytical skills, including customer experience management, health & Safety, problemsolving, proficiency in Microsoft Office for business reporting.

Ability to lead high-performing teams with integrity, professionalism, and resilience.

• Strong leadership and business management skills, including strategic planning, financial management, budgeting, Profit & Loss (P&L), commercial analysis, and sound decision-making.
• Fluent in spoken and written English with excellent communication, presentation, customer engagement, networking and marketing skills with an energetic, outgoing and customer-focused personality.
• Confident in leading promotional events, representing the brand, and supporting social media initiatives.
• Strong operational and analytical skills, including customer experience management, health & Safety, problemsolving, proficiency in Microsoft Office for business reporting.
• Ability to lead high-performing teams with integrity, professionalism, and resilience.

Lead store operational planning by organising team responsibilities, reviewing operational progress, participating in operational policy discussions, and implementing company operational standards to achieve business objectives.

Take full ownership of the park's Profit & Loss (P&L), including revenue growth, budgeting, cost control, financial forecasting, and profitability.

Develop and execute business strategies, promotional initiatives, and commercial plans to achieve sales, visitor, and profitability targets.

Monitor and analyse key business performance indicators, including admissions, customer traffic, conversion rate, average spending, labour productivity, operating expenses, and overall financial performance.

Establish, implement, and continuously improve Standard Operating Procedures (SOPs) to ensure operational consistency, service excellence, and regulatory compliance.

Lead, coach and develop operational teams through effective communication, regular coaching, performance reviews, employee engagement initiatives and succession planning to build a high-performing, motivated and collaborative team.

Ensure outstanding customer experience by maintaining high service standards, analysing customer feedback, resolving complaints effectively and implementing continuous service improvements.

Ensure all attractions, equipment, and facilities are safe, well maintained, and operational. Oversee emergency response procedures and incident management to ensure a safe environment for customers and employees.

Work closely with Marketing, Finance, Human Resources, IT, Merchandising, and Technical departments to support business growth, operational improvements, and new initiatives.

Develop strategic partnerships with schools, corporate organisations, shopping malls, local communities, influencers and business partners. Actively organise promotional activities, community engagement programmes and marketing events to increase brand awareness, customer traffic and business revenue.

Ensure compliance with all company policies, safety regulations, statutory requirements, audit standards, and guidelines.

Present business performance, operational reviews and strategic improvement recommendations during business review meetings with senior management.

Ensure all attractions are operated safely and all customers comply with safety rules and operational procedures before participating in any activities.

Undertake any other duties or ad hoc tasks as assigned by top management or from the holding company in Japan, from time to time. This may include tasks beyond the scope of the standard job description to contribute to the overall success of the team and organization.