Operations Manager

Workplace Circumstances

• Environment: Retail (shopping centre, stores etc.)
• Languages: English, Khmer
• Location: Phnom Penh

Position Summary

Reporting Line: Head of Retail Non-Fuel Business

Duties & Responsibilities

• Lead and manage the operations of Bonjour Shops and Café Bonjour across COCO, CODO, and DODO networks to ensure sustainable sales growth, profitability, operational excellence, and customer satisfaction.
• Own network sales, profitability, compliance, and operational performance across all Retail Non-Fuel sites.
• Drive consistent implementation of operating standards, SOPs, merchandising principles, and customer service excellence across all locations.
• Establish COCO sites as operational benchmarks and replicate best practices across CODO and DODO networks.
• Ensure effective stock management, product availability, inventory accuracy, replenishment processes, FIFO/FEFO compliance, and loss prevention through strong operational controls and dealer coaching.
• Own food safety, HACCP compliance, and HSEQ standards through regular audits, training, corrective actions, and continuous improvement initiatives.
• Build strong partnerships with dealers and collaborate closely with the SFS team and Territory Managers to accelerate CODO and DODO business growth.
• Support dealers in improving assortment, merchandising, promotions, store execution, and staffing to increase sales and customer basket size.
• Ensure all new Bonjour Shops and Café Bonjour sites are fully operational, adequately staffed, properly trained, and effectively supported during and after launch.
• Monitor, analyze, and improve store performance through KPI reviews, business reporting, action plans, and regular operational follow-up.
• Evaluate promotional activities and business initiatives and translate insights into practical commercial recommendations.
• Monitor customer behaviour, competitor activities, and market trends to identify growth opportunities and improve business performance.
• Lead, coach, and develop the Operations team to achieve business objectives while fostering a culture of accountability, collaboration, and continuous improvement.
• Prepare regular performance reports and present operational results, opportunities, and risks to management.
• Ensure compliance with the Company's Code of Conduct, internal control requirements, food safety standards, HSEQ regulations, and applicable legal obligations.

Languages

• Khmer - Fluent is required
• English - Fluent is required

Qualifications

• Bachelor's Degree in Business Administration, Management, Hospitality Management, Retail Management, or a related field.
• Master's Degree is preferred

Work History

• Experience in retail or food service operations for 5 years as a minimum

General & Technical Skills

• Multi-site operations management and SOP implementation.
• Team leadership and people management.
• Store audits, merchandising, and inventory control.
• KPI monitoring, P&L management, and operational planning.
• Strong Excel, reporting, and data analysis skills.
• Convenience retail and food service operations.
• Dealer or franchise business models.
• HACCP, food safety, and HSEQ standards.
• Fluent in Khmer and English, both spoken and written.
• Experience managing multi-site operations and leading teams is preferred.

Soft Skills

• Strong field leadership and hands-on management approach.
• Ability to influence and build partnerships without direct authority.
• Strong communication, coaching, and problem-solving skills.
• Results-driven with a focus on operational excellence and customer experience.