General Manager, Retail Operations

NPAworldwide

Malaysia, Kuala Lumpur

8-10 Years

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Job Description

Job Description

Retail Operations Management

Oversee the daily operations of all retail outlets.
Ensure all stores operate in accordance with company policies, SOPs, and operational standards.
Monitor store performance and implement action plans to improve operational efficiency.
Ensure stores maintain high standards of cleanliness, safety, visual merchandising, and customer service.
Conduct regular store visits, audits, and operational reviews.

Sales & Business Performance

Develop and execute retail strategies to achieve sales and profitability targets.
Monitor daily, weekly, and monthly sales performance across all outlets.
Analyse sales trends, customer behaviour, and market opportunities.
Identify opportunities to increase revenue and improve store productivity.
Prepare business forecasts and recommend improvement initiatives.

Leadership & People Management

Lead, mentor, and develop Area Managers, Store Managers, and retail support teams.
Build a high-performing retail culture focused on accountability and customer excellence.
Establish performance objectives and conduct regular performance reviews.
Identify training and development needs for retail employees.
Support succession planning and leadership development within the retail team.

Customer Experience

Ensure a consistent and exceptional customer experience across all retail outlets.
Develop initiatives to improve customer satisfaction and loyalty.
Monitor customer feedback and implement corrective actions where necessary.
Resolve escalated customer complaints in a timely and professional manner.

Financial Management

Develop and manage annual retail operating budgets.
Monitor operating expenses and ensure cost efficiency.
Analyse profit and loss statements for all retail outlets.
Recommend strategies to improve profitability and reduce operational costs.
Ensure compliance with financial controls and company policies.

Inventory & Stock Management

Ensure effective inventory planning and stock replenishment.
Monitor stock movement and minimise stock losses and shrinkage.
Work closely with Supply Chain and Warehouse teams to maintain optimal inventory levels.
Ensure compliance with stock control procedures.

Marketing & Business Development

Collaborate with the Marketing team to execute promotional campaigns and product launches.
Evaluate campaign effectiveness and recommend improvements.
Support new store openings, renovations, and expansion projects.
Identify market trends and competitor activities to enhance business performance.

Compliance & Risk Management

Ensure compliance with all company policies, employment regulations, and relevant legal requirements.
Maintain workplace health, safety, and security standards.
Ensure stores comply with licensing and regulatory requirements.
Manage operational risks and implement preventive measures.

Reporting & Strategic Planning

Prepare and present operational and performance reports to Management.
Provide recommendations to improve operational efficiency and business performance.
Participate in strategic planning and annual business planning.
Drive continuous improvement initiatives across the retail network.

Key Performance Indicators (KPIs)

Achievement of monthly and annual sales targets.
Gross profit and net profit performance.
Store productivity and operational efficiency.
Customer satisfaction and service quality.
Inventory accuracy and stock loss control.
Employee engagement and staff turnover.
Compliance with SOPs and audit standards.
Successful execution of new store openings and retail projects.

Qualifications

Bachelor's Degree in Business Administration, Retail Management, Marketing, Management, or a related discipline.
An MBA or other relevant professional qualification is an advantage.
Minimum 810 years of retail management experience, with at least 5 years in a senior leadership role overseeing multiple retail outlets.
Proven experience in managing multi-store retail operations.
Experience in the optical, healthcare, beauty, fashion, or FMCG retail industry is an added advantage.

Knowledge

Strong knowledge of retail operations, merchandising, inventory management, and customer service.
Good understanding of budgeting, financial reporting, and profit and loss management.
Familiarity with retail systems, POS systems, and operational reporting.
Knowledge of Malaysian employment legislation and workplace safety requirements is an advantage.

Skills & Competencies

Strong leadership and people management skills.
Strategic thinking with strong business acumen.
Excellent analytical and problem-solving abilities.
Effective planning, organisational, and project management skills.
Strong negotiation and decision-making capabilities.
Excellent communication and interpersonal skills.
High level of integrity, professionalism, and accountability.
Ability to work under pressure and manage multiple priorities.

Other Requirements

Willing to travel frequently to retail outlets nationwide.
Possess a valid driving licence and own transport.
Able to work beyond normal office hours when required to support business operations.
Proficient in Microsoft Office applications and retail reporting systems.

Preferred Attributes

Results-oriented with a strong focus on operational excellence.
Passion for customer service and continuous improvement.
Strong coaching and mentoring capabilities.
Adaptable, resilient, and able to lead organisational change.
Commercially driven with a commitment to achieving business objectives

Why Is This a Great Opportunity

Leadership at Scale The role offers the opportunity to lead and develop multiple retail outlets, driving operational excellence while managing Area Managers, Store Managers, and retail support teams.
Strategic Business Impact Direct involvement in shaping retail strategies, improving profitability, and contributing to business growth through sales performance, financial management, and expansion initiatives.
Career Advancement A senior leadership position with broad responsibilities across operations, people management, customer experience, and strategic planning provides strong executive-level career development.
Comprehensive Business Exposure The position provides end-to-end exposure to retail operations, including budgeting, inventory management, compliance, marketing collaboration, and business performance analysis.
Continuous Improvement & Innovation The role encourages the implementation of operational improvements, customer experience enhancements, and new business initiatives, offering the opportunity to drive meaningful organisational change.

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About Company

NPAworldwideJob Source: www.linkedin.com

Job ID: 151020067

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Last Updated: 09-07-2026 08:49:49 PM

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