Retail Operations Executive

What You’ll Do: Guest Experience & Outlet Operations - Welcome customers warmly, manage guest flow, support walk-ins, guide groups, and help ensure every visit feels professional, organised, and enjoyable. - Support cleanliness, outlet presentation, safety readiness, cashiering, reconciliation, inventory tracking, supply coordination, and SOP checks with strong attention to detail. - Stay flexible and agile during busy periods without compromising critical SOPs, safety standards, cash accuracy, customer information, or system security. - Check important details before confirming, sending, charging, recording, or handing over to the next shift. Event & Marshal Coordination - Assist in planning and executing celebration parties, team-building and corporate events to deliver seamless flow and strong guest experience. - This includes arranging marshals, managing event flow, supporting walk-ins, prioritising competing needs, and stepping in when the team needs extra hands during peak periods. - Use sound floor judgement when leading younger or less experienced team members — build rapport while keeping clear standards, boundaries, accountability, and focus during working hours. Inquiry Handling & Follow-Up - Assist with customer inquiries, quotations, invoices, follow-ups, and tracking leads through Google Sheets or basic CRM. - Follow-up requires patience, consistency, and accuracy. Team Support & Training - Support new ground staff, guide marshals, reinforce service standards, and help the team improve through clear expectations, useful feedback, and your own example. - Lead by example — you must be the kind of person who naturally helps others stay focused, organised, and positive. Operational Improvement - Observe the customer journey and daily operation closely enough to notice friction, repeated mistakes, weak handovers, and preventable risks before they become bigger problems. - Turn feedback and mistakes into better systems. Requirements: - Bachelor's degree in Hospitality or related field is a plus, or equivalent hands-on experience managing retail attractions or high-volume outlets. - Experience organising or supporting team-building, corporate events or holiday activations is advantageous. - Proven track record of working in fast-paced guest environments where safety and presentation matter. - Evidence of supervising or coaching front-line staff is preferred. - Comfortable with POS systems, cash reconciliation and basic stock control procedures. - Able to perform basic equipment troubleshooting and liaise with vendors for repairs and supplies. - Quick to learn new software and devices, with a practical approach to resolving technical hiccups. - Strong communication in English; Mandarin is an added advantage. - Friendly, hands-on and adaptable to a playful, energetic environment. Benefits: - Annual Leave - Performance Bonus - EPF / SOCSO / PCB - Medical and Hospitalisation Leave - Overtime Pay - Full Training Provided - Real exposure to operations, events, customer experience, inquiry handling, and team coordination - A pathway to grow through demonstrated performance, judgement, ownership, learning, and contribution