Retail Operations Lead

About the role

H&M Group is looking for a Retail Operations Lead in Kuala Lumpur to drive a customer-centric, efficient and future-ready store operating model. The role guides Area Teams, supports cross-functional collaboration and uses data to make informed decisions, ensuring consistent and efficient store operation across the SEA Sales Market covering Malaysia, Singapore, the Philippines and Vietnam. It reports to the General Manager.

Key responsibilities

• Lead and evolve store operations to deliver a seamless, customer-first omnichannel experience
• Enable simple, efficient ways of working across stores by aligning people, processes and technology
• Secure strong execution through workload planning, workforce optimization and smart use of automation
• Use tools, data and solutions to drive performance and better decision-making, and act on insights to remove customer pain points and drive continuous improvement
• Build strong partnerships across teams, coaching and enabling change while ensuring consistent delivery across the market
• Work with Area and Store Teams, Sales Managers, People teams, Tech teams, Controlling teams, and the Sales Market Expansion and Global Retail Experience teams

Required profile

• Strong retail leader with at least 5 years of experience in retail store operation (e.g. Store Manager, Area Manager or Controller)
• Strategic, hands-on and comfortable leading change
• Solid understanding of tech product development and its impact on the physical store operating model and customer experience
• Great collaborator and communicator who builds trust across teams
• Passionate about customers, people development and improving everyday ways of working

What we offer

• Global employee discount on H&M Group brands in stores and online
• Inclusion in the H&M Incentive Program (HIP)
• Local market-specific perks and benefits, which vary by employment type and country
• Extensive development opportunities around the globe

Applications must be submitted in English through the company's career page by 12 July 2026.