Job Description

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.

Job Requirements

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.

Skills