Operations Executive

Job Summary: The Operations Executive / Senior Executive (Outlet, Vending Machine & Café) is responsible for supporting day-to-day operations across multiple retail outlets, vending machine networks and café locations. The role ensures SOP compliance, coordinates between outlets, HQ and third-party logistics, oversees omnichannel order fulfillment (physical and e-commerce), maintains inventory accuracy (AutoCount), and provides operational support, monitoring and training to maintain consistent performance across physical and digital touchpoints. Key Responsibilities: Operational Support & Compliance: - Ensure physical outlets, cafés, and vending machines adhere to Standard Operating Procedures (SOPs), cleanliness, and safety standards. - Conduct routine store visits and execute basic operational audits. - Follow up on corrective actions for non-compliance and operational bottlenecks. Omnichannel & Multi-Outlet Coordination: - Monitor daily operations across all assigned physical outlets, cafés, and automated vending machines. - Act as the primary liaison between HQ, on-site store teams, and the digital fulfillment crew. - Assist in resolving day-to-day operational and technical issues at the outlet level. E-Commerce & Last-Mile Delivery Management: - Oversee incoming online sales pipelines and ensure orders from third-party delivery platforms (Grab) and the internal e-commerce platform (Kiah Store) are processed by the outlets without delay. - Coordinate with on-demand logistics providers (e.g., Lalamove, Grab Delivery) for rider dispatch, item handovers, and timely deliveries. - Maintain digital menu and catalog accuracy across Grab, Kiah Store, and physical store shelves. Inventory, Logistics & System Controls: - Maintain stock accuracy in the AutoCount system and reconcile real-time stock deductions between physical sales, vending machines, and online channels. - Monitor stock levels, execute stock transfers, and coordinate replenishment cycles between central warehouse, sister company outlets, and company branches. - Track inbound deliveries, audit physical stock updates, and troubleshoot inventory discrepancies or high wastage. Team Support & Training: - Assist in onboarding and basic training of frontline store staff, baristas, and digital order-packers. - Support store supervisors/managers in daily shift deployments and operational troubleshooting. - Monitor staff attendance, workplace discipline, and performance issues. Sales, KPI & Performance Monitoring: - Assist in preparing, reviewing, and cross-checking daily cash closes and digital payment summaries. - Monitor KPIs including sales velocity, stock movement, platform cancellations, and food/product wastage. - Escalate persistent performance issues and structural bottlenecks to management. SOP Implementation, Store Setup & Promotions: - Ensure store teams follow company policies on handling online dispatch riders and live inventory tracking. - Support setup, layout creation, and grand opening activities for new outlets or vending locations. - Support execution of physical merchandising plans alongside digital campaigns. Issue Handling & Customer Troubleshooting: - Handle daily retail complaints, vending machine transaction failures, and delivery disputes. - Escalate major system failures or severe complaints to management with proposed solutions. Requirements & Qualifications: Experience: - Executive: 1–3 years in retail, F&B operations, or e-commerce fulfillment. - Senior Executive: 3–5 years in retail chains, multi-outlet management, or omnichannel retail systems. Education: - Bachelor's degree in Business Administration, Retail Management, Supply Chain, Logistics, or related field. Skills: - Coordination, logistical planning, and problem-solving. - Hands-on experience with POS/ERP systems, specifically AutoCount (Inventory/POS modules). - Experience managing merchant dashboards for delivery platforms (e.g., GrabMerchant) and internal e-commerce systems (Kiah Store). - Basic analytical skills for checking sales sheets, delivery invoices, and wastage tracking. - Communication, interpersonal, organizational and time management skills. Other Requirements: - High mobility: valid driving license and own transport (car/motorcycle); willing to travel frequently between outlets and sister company facilities. - Resilient and adaptable to a fast-paced, high-volume startup environment.