Head of Retail Operaton

Head of Department – Retail 
Location: Bangkok, Thailand
Reporting to: Vice President - Retail

We are seeking an experienced retail operations leader to drive commercial performance and operational consistency across a nationwide store network.

Based in Bangkok, you will lead a substantial field organization and turn business priorities into effective store execution. Your remit will span sales, productivity, customer service, workforce planning, operating costs, and store controls, alongside supporting continued network expansion.

This opportunity suits a hands-on leader who combines commercial judgment with disciplined execution and a strong track record of developing teams across large, geographically dispersed retail operations.

Key Responsibilities

Drive sales and store profitability

• Set operational priorities that translate business strategy into measurable results across stores and regions.

• Improve sales growth, transaction volumes, basket value, conversion, and employee productivity.

• Identify the causes of underperformance and lead targeted recovery plans with regional and area leaders.

• Partner with Commercial, Merchandising, Marketing, Supply Chain, and Finance to strengthen availability, promotional execution, and store profitability.

Lead and develop the field organization

• Provide direction to Regional Managers, Area Managers, Store Managers, and their teams, with clear expectations and accountability.

• Establish regular performance reviews, practical coaching routines, and effective communication between headquarters and stores.

• Work with HR to improve recruitment, onboarding, training, engagement, and retention.

• Build leadership capability and succession plans to support business growth.

Improve operating standards and productivity

• Review and strengthen store processes covering replenishment, stock handling, merchandising, cash management, opening and closing, and customer service.

• Embed consistent operating procedures while identifying opportunities to simplify work and introduce appropriate technology.

• Align staffing models and schedules with store size, customer traffic, sales demand, and trading hours.

• Deliver improvements in labor productivity and cost efficiency while maintaining service standards.

Strengthen customer experience and store controls

• Use customer feedback and service performance data to improve the shopping experience.

• Maintain a convenient, well-organized, and welcoming store environment.

• Improve inventory accuracy and product availability while reducing shrinkage, damage, and wastage.

• Collaborate with Audit and Loss Prevention teams to address risks and reinforce compliance with store controls.

Support expansion and continuous improvement

• Coordinate operational readiness for new stores, including staffing, training, stock, systems, and equipment.

• Maintain execution standards as the network expands and apply lessons from each opening to improve future launches.

• Develop useful performance dashboards and turn insights into clear actions for field teams.

• Keep senior management informed of results, emerging risks, and opportunities, and share successful practices across the network.

Candidate Profile

• Bachelor’s degree or higher in Business Administration, Retail Management, Operations Management, or a related field.

• At least 15 years of relevant retail operations experience, including leadership of a large store network and substantial field teams.

• Demonstrated success improving sales, productivity, operating efficiency, and customer experience at scale.

• Experience in high-volume retail, such as discount, convenience, supermarket, hypermarket, specialty retail, home improvement, or comparable formats.

• Experience overseeing geographically dispersed stores across Thailand is strongly preferred.

• Exposure to rapid store expansion and new store openings would be advantageous, as would merchandising and display experience.

Leadership and Working Style

You will bring strong commercial judgment, analytical ability, and the confidence to lead through multiple management layers. You should be comfortable working closely with field teams, resolving operational problems, and following through on agreed actions.

Success will require effective stakeholder management, a commitment to developing people, and the ability to balance growth, service quality, productivity, and cost control in a fast-moving retail environment.

Measures of Success

Performance will be assessed through sales and same-store growth, store and labor productivity, operating cost efficiency, customer service, stock availability and accuracy, shrinkage, audit results, new store readiness, employee retention, leadership development, and delivery of strategic initiatives.