General Manager, Retail Support

Company Description

SEGI Group, a Malaysian company with over 30 years of experience in the fresh produce industry, has established an integrated supply chain that sources directly from producers to deliver quality products to customers. Under the SEGI FRESH brand, the organization aims to become Malaysia's largest fresh produce retailer through innovative concepts and a passion for fresh, locally sourced offerings. SEGI FRESH is committed to providing full fresh produce options, shopping convenience, and a range of local products to meet customer preferences. With the motto "Pilih Segar, Pilih Segi," SEGI Group prioritizes freshness and customer satisfaction.

Job Summary:

The Retail Support GM is responsible for overseeing the full range of operational support functions across multiple supermarket locations, with a strong focus on 
stakeholder engagement, cross-functional coordination
, and 
performance enablement
. This role ensures seamless collaboration between store operations, logistics, inventory, merchandising, and compliance to deliver a high-quality customer experience. With the assistance from Operation HR Manager, 
this
 
role interfaces with HR-related activities such as talent planning and performance support, the emphasis is more on stakeholder management, strategic alignment, and cross-departmental influence rather than direct HR operations.

Job Description:

1. Operational Leadership

• Lead all operational support functions for retail locations to ensure consistent execution and store readiness.
• Engage and manage key internal and external stakeholders to ensure shared accountability and solution-oriented support across functions.
• Drive process standardization across stores while accommodating fresh product sensitivities.

2. Store Performance & Productivity:

• Monitor and analyze store-level KPIs (e.g., sales, labor efficiency, shrink) to drive performance improvements across all locations.
• Implement and oversee productivity initiatives to optimize staff scheduling, operational workflows, and customer service delivery.
• Partner with finance and store leadership to ensure alignment between performance targets and resource allocation.
• Facilitate cross-functional performance dialogues with key stakeholders to align initiatives and operational strategies.

3. Stakeholder Management & Talent Enablement:

• Collaborate with HR and store managers to ensure effective workforce strategies are in place.
• Act as the liaison between operational units and enabling functions (e.g., HR, Finance, IT) to ensure end-to-end alignment of people, process, and performance.
• Champion initiatives that enhance store leadership capabilities, team readiness, and customer-facing excellence through effective stakeholder influence.

4. Reporting & Analysis:

• Track and analyze KPIs including waste, availability, shrink, and customer satisfaction.
• Provide regular reporting and actionable insights to senior leadership to improve operations and profitability.
• Consolidate insights from various stakeholder groups to inform data-driven decision-making.

Qualification & Experience Requirements:

• Bachelor's degree in Business, Retail Management, Supply Chain, or related field (or equivalent experience).
• 10+ years of experience in retail operations, including 3+ years managing fresh food categories at a regional or senior level.
• Deep knowledge of supermarket operations, cold chain logistics, and food safety protocols.
• Proven ability to lead teams, manage complexity, and deliver consistent store support on a scale.
• Strong analytical and organizational skills with proficiency in inventory and retail systems (e.g., SAP, Oracle, or equivalent).
• Experience in stakeholder management, with demonstrated success in influencing cross-functional teams and supporting business leaders.