Retail Operation Support Manager

1. Division Leadership and Planning

• Set the division’s strategic direction, priorities and KPIs in alignment with company objectives.

• Lead the teams, ensuring clear accountability and effective collaboration.

• Oversee divisional resources, budgets and work plans to deliver agreed outcomes.

2. Operational Governance and Communication

• Oversee HQ–SBU communication to ensure operational directives are clearly communicated, understood and implemented.

• Govern and continuously improve the ROP, Operation Handbook and outlet operating standards.

• Establish structured channels for outlet feedback, issue escalation and resolution.

3. Retail Performance and Productivity

• Lead performance reviews to identify gaps, determine root causes and agree corrective actions with accountable operational leaders.

• Monitor and tracking outlet performance, recommending improvements to effectiveness and productivity.

• Ensure improvement plans and strategies have clear owners, timelines and measurable outcomes.

• Oversee the implementation of new strategies, evaluate their effectiveness and adjust actions to achieve intended results.

4.Performance Reporting and Continuous Improvement

• Monitor and track accuracy of the outlet performance.

• Lead PDCA and Idea initiatives to address recurring issues and improve operational efficiency.

• Benchmark outlet performance, identify effective practices and drive wider adoption.

• Ensure corrective actions are followed through to closure and evaluated for effectiveness.

5.Inventory Targets and Stock Health

• Development and review of inventory targets and the stock-health framework in collaboration with relevant departments.

• Monitor inventory performance and ensure appropriate follow-up on stock-health issues.

• Coordinate improvement actions with operational and inventory stakeholders.

Requirements

• Proven management experience in retail operations or performance management across multiple outlets.

• Demonstrated ability to lead teams, strengthen operating standards and deliver measurable business improvements.

• Strong analytical skills, with the ability to turn performance data into practical actions.

• Experience in staff development, operational improvement and cross-functional project management.

• Strong leadership, communication and management skills.