Retail Operation Manager - Malaysia

About

Evo Commerce is a DTC house of brands. We build premium affordable supplements & personal care products for millennials and Gen Z. We’re currently operating in 3 core markets. We have past experience working in big tech companies which includes Grab, Google, Shopee, Zalora, Fave, Himalaya, Foodpanda, Carousell, etc.

We’re backed by global institutional investors which includes GSR, Bonjour Holding (Listing No. 0653.HK), SparkLab Ventures, Paragon Capital, Farquhar Ventures, East Ventures and super angels which includes founders Carro, ShopBack, Carousell, Razer, Prism+, etc.

Our hero product, bback, is currently one of the fastest growing CPG brands in SEA and is loved by bankers, traders, influencers and bartenders with a high efficacy rate against hangover post drinking. Our personal care brand Stryv, is loved by hundreds of thousands of consumers across the region.

We’re big advocates of direct-to-consumer brands, and believe in the new world (Post-COVID), consumers buy directly from global brands through digital native storefront, bypassing distributors, wholesalers and retailers. This means commerce and information are more efficient, and the implication to the end customer is that product quality goes up and cost of goods are reduced drastically. We want to be the catalyst for this paradigm shift within the health and beauty industry.

Position Summary

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.

● Support new store openings, relocations, and renovation projects when required.

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.