Operation Manager

The Operations Manager leads retail operations to ensure efficiency, compliance, profitability, and sustainable growth. This role drives strategic initiatives, supports expansion, aligns execution with HQ standards, and manages multi-store operations teams. This position is field-based and requires hands-on presence at stores, not office-based.

Key Responsibilities

• Oversee daily retail operations nationwide, ensuring smooth execution, profitability, and full compliance with HQ SOPs, corporate policies, and local regulations. Act as the main liaison with HQ and escalate key risks and performance issues to Top Management.
• Lead operational planning for new store openings, restructuring, and growth initiatives. Build and develop high-performing operations teams to support business expansion.
• Own operational KPIs across all stores, driving improvements in sales, service quality, efficiency, and loss prevention. Oversee inventory accuracy, shrinkage control, and cost efficiency. Prepare executive-level performance and risk reports.
• Manage talent planning, recruitment, training, succession, and performance management for store operations. Develop strong leaders and ensure accountability across teams.
• Ensure consistent customer service excellence, high store presentation standards, effective merchandising, and product availability. Support promotional execution with commercial and marketing teams.
• Provide operational input into marketing strategies, monitor competitors and market trends, and assess readiness for new products, services, or retail formats.
• Address audit findings promptly, strengthen internal controls, and lead investigations and reporting on major incidents, losses, or operational breaches.
• Attending, and/or representing the Senior Operations Manager in meetings and discussions
• Visiting stores during working hours / off working hours
• Support opening of stores
  
  

Requirements / Qualifications

• Bachelor’s degree in Business, Management, Retail, or related field
• Minimum 8–10 years of progressive retail operations experience, including multi-store management
  
  

Competencies

• Thinks systemically across operations, people, finance, and customer experience
• Makes confident decisions with imperfect data
• Prioritizes high-impact initiatives and drives results
• Leads change, adapts to shifting business realities, and stays resilient under pressure
• Influences cross-functional teams without authority
• Analyzes KPIs, balances cost control with growth opportunities
• Coaches, develops talent, and manages conflict effectively
• Ensures customer-first decisions and consistent execution
• Builds credibility and trust with store teams
• Seeks market insights and identifies growth levers
• Collaborates across functions and gains internal buy-in
• Acts with integrity, mitigates risks, and upholds standards consistently
  
  

MR D.I.Y. is a home-grown enterprise with over 1,300 stores across Malaysia and Brunei. The home improvement retailer has dedicated to make a positive difference in the lives of its valued customers by offering convenience at all its stores nationwide and online at mrdiy.com.my

All MR. D.I.Y. stores are managed directly and the retailer often works in collaboration with owners of shopfront properties or owners of malls. MR. D.I.Y. stores offer a wide selection of SKUs across five major categories, namely hardware; household and furnishing; electrical; stationery and sports equipment products; and others (comprising toys, car accessories, jewellery, cosmetics, food and beverage items, as well as health and personal care).

The Company strives to put its customers first by operating an innovative business that is flexible when it comes to providing a wide variety of products, good quality and value-for-money, holding true to the Company’s motto of “Always Low Prices”.