Retail Operation Lead

2 weeks ago

George Town, Penang, Malaysia MOG GROUP OF COMPANIES Full time 90,000 - 120,000 per year

As Retail Operations Lead (North) you will be responsible for overseeing the daily performance, operational excellence, and retail execution of assigned outlets. This role plays a key part in driving store KPIs, ensuring strict compliance with SOPs, and elevating the overall in-store experience.

You will manage and support Branch Managers (BMs) to deliver exceptional customer service, achieve sales targets, and execute company marketing campaigns effectively. You will also involves coaching, developing, and motivating store teams to embrace the company's goals, brand identity, and the 
6-in-1 Vision Experience
.

Key responsibilities:

  • Drive sales growth, KPI achievement, and effective execution of campaigns and promotions.
  • Monitor and track outlet sales performance and key KPIs.
  • Coordinate and implement marketing campaigns and tactical promotions.
  • Oversee day-to-day store operations, upkeep, hygiene, and visual merchandising standards (including lab, cashier, refraction room, and sales floor).
  • Ensure full compliance with retail SOPs and audit standards.
  • Lead, recruit, train, and evaluate BMs and store staff to build a high-performance, customer-centric culture.
  • Support talent acquisition by identifying manpower needs, interviewing candidates, and ensuring smooth onboarding.
  • Ensure delivery of outstanding service and retail experience aligned with brand standards.
  • Assist in training and reinforcing the 6-in-1 Vision Experience process.
  • Conduct regular meetings with store teams to review performance, share updates, and foster engagement.
  • Act as liaison between HQ teams (Marketing, Training, CRM) and ground staff.
  • Identify operational gaps and propose improvements or escalations.

Job Requirement:

  • Minimum 5 years' experience in optical industry, multi-store retail operations or field management.
  • Experience in performance coaching and hands-on store management preferred.
  • Strong communication, problem-solving, and analytical skills.
  • Able to travel frequently for store visits and audits.
  • Fluent in English, Bahasa Malaysia; Mandarin is a plus.

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