Assistant Operations Manager (Retail)

About the role

You will play a key role in ensuring smooth day-to-day operations across PAUL Malaysia's outlets, maintaining PAUL's service and operational standards, driving team performance, and delivering an excellent customer experience while representing the heritage of our internationally recognised French bakery and café brand. You will support the Operations Manager in leading our restaurant and retail teams across PAUL Malaysia.

Key responsibilities

• Assist the Operations Manager in overseeing daily restaurant, bar and retail operations across all outlets, including Pavilion Bukit Bintang, Pavilion Damansara Heights, SMC and KLIA
• Conduct regular outlet visits and ensure consistent operational and service standards
• Ensure full compliance with Company SOPs, including accurate sales reporting and proper cash-handling procedures
• Monitor sales performance, operational KPIs, inventory and wastage, and implement appropriate cost-control measures
• Ensure outlets maintain high standards of customer service, cleanliness, grooming and overall presentation
• Coordinate maintenance and repair matters, including follow-up and upkeep scheduling
• Support manpower planning, recruitment, training, coaching and performance monitoring of outlet teams
• Work closely with Outlet Managers to address manpower, service and operational issues
• Support catering operations in coordination with the MARCOM team, including event manpower planning, setup and post-event feedback
• Handle and resolve customer complaints promptly and professionally

Requirements:

• Minimum 3–5 years of experience in restaurant or retail operations management, preferably within the F&B industry
• Diploma or Degree in Hospitality Management, Business Administration or a related field
• Experience in multi-outlet operations will be an added advantage
• Strong leadership, people management, problem-solving and communication skills
• Hands-on and comfortable working closely with outlet teams
• Proficient in Microsoft Office and familiar with POS and inventory management systems
• Strong understanding of customer service, operational controls and cost management
• Able to work independently, manage multiple priorities and respond effectively to operational issues
• Willing and able to travel regularly between outlets
• Flexibility to support operations during weekends, public holidays or peak business periods, when required
• MALAYSIAN Only

Benefits:

• Attractive staff benefits
• Employee Referral Scheme
• Staff Purchase Discounts
• Hostels provided, where applicable
• Uniforms provided
• Career development and growth opportunities
• Exposure to multi-outlet operations within an internationally recognised brand.