Retail Operations Manager

Role overview

Ophir Gold Technology is developing a modern precious-metals business across Singapore and Southeast Asia. The company works across retail, bullion, secure storage, and planned digital gold services, with a focus on dependable in-store service, transparent pricing, tight operational controls, and technology-supported access to gold ownership.

The organisation’s aim is to make it easier and more secure for customers to buy, sell, store, collect, and access gold across the region.

This opening is for a Retail Operations Manager who will oversee everyday operations across the physical store and online retail channels. The position reports to the Director of Retail and is responsible for keeping store activity running efficiently, ensuring customers are served professionally, orders are completed accurately, stock is controlled properly, and online fulfilment is handled without delays.

This is a hands-on operations role rather than a strategy, P&L, or business development position. The manager will work within the targets, standards, and SOPs established by the Director of Retail, while escalating exceptions, commercial decisions, and policy matters when needed. The scope includes store workflows, staff discipline, service standards, order processing, inventory coordination, transaction records, and compliance execution for walk-in customers, appointments, online orders, in-store collections, buybacks, deposits, withdrawals, and storage-related requests.

The ideal candidate will be organised, practical, detail-focused, dependable, and comfortable handling high-value products and sensitive customer transactions in a controlled retail setting.

Physical store operations

• Manage opening and closing routines, customer reception, floor preparation, product presentation, appointment coordination, and end-of-day checks.
• Make sure walk-ins, booked visits, buybacks, collections, deposits, withdrawals, and storage requests are processed smoothly and professionally.
• Maintain a premium, orderly, secure, and customer-friendly environment appropriate for bullion transactions.
• Oversee store staff during business hours and uphold punctuality, accuracy, service quality, and professional behaviour.
• Track queue movement, customer waiting times, follow-ups, and handovers between sales, operations, compliance, and vaulting teams.
• Ensure store procedures issued by the Director of Retail are applied consistently for sales, buybacks, collections, storage requests, withdrawals, cash handling, and customer paperwork.

Online store and omnichannel operations

• Run online order processes from confirmation through payment checks, fulfilment, collection, delivery, storage allocation, or buyback handling.
• Keep the online and physical customer experience aligned in pricing, product availability, payment guidance, collection methods, storage options, and customer communication.
• Support customers who move between online and offline channels, including online purchases collected in-store, in-store purchases linked to online access, and online storage or withdrawal requests.
• Work with product, technology, operations, finance, logistics, vaulting, and compliance teams to resolve issues in the customer journey.
• Spot process gaps, customer friction points, fulfilment delays, and system problems, then suggest practical improvements to the Director of Retail to increase speed, accuracy, and service quality.

Order fulfilment, inventory, and product control

• Track stock availability for core retail items such as 1g, 5g, 10g, 1oz, 100g, and 1kg gold bars, silver products, coins, and other fast-moving bullion products.
• Coordinate replenishment, stock rotation, product display, customer reservations, and movement of physical inventory between the store, vault, and fulfilment points.
• Ensure stock records, customer orders, physical inventory, storage records, and fulfilment status are reconciled accurately.
• Support regular counts, variance reviews, exception checks, and inventory reporting with operations and finance.
• Minimise fulfilment mistakes, stock mismatches, delivery delays, handling errors, and operational losses.

Customer service and transaction support

• Provide customers with clear guidance on pricing, premiums, spreads, storage, buybacks, collection choices, payment steps, and required documents.
• Respond to enquiries across walk-in, phone, WhatsApp, email, and online channels promptly and professionally.
• Resolve issues related to payments, collections, buybacks, delays, storage instructions, documentation, refunds, and order status.
• Handle high-value transactions and sensitive situations with confidentiality, accuracy, trust, and professionalism.
• Strengthen repeat business by delivering dependable service, clear communication, and accurate execution.

Compliance, cash handling, and documentation

• Carry out AML, KYC, cash-transaction reporting, precious-metals dealer requirements, and internal compliance processes at store level under the framework owned by the Director of Retail.
• Verify that transaction records, customer documents, buyback forms, payment confirmations, collection records, and storage instructions are complete and correctly filed.
• Coordinate with compliance to identify and escalate unusual behaviour, suspicious activity, missing documents, or control exceptions.
• Ensure cash handling, payment confirmation, refunds, settlement, and end-of-day reconciliation are completed according to company controls.
• Help protect the business from fraud, operational loss, paperwork gaps, inventory discrepancies, and reputational damage.

Team supervision and training

• Train, supervise, and manage front-line retail operations staff across store operations, customer service, product handling, SOPs, online workflows, and compliance tasks.
• Set clear expectations around punctuality, service quality, transaction accuracy, documentation completeness, and customer handling.
• Coach staff on bullion product knowledge, price explanation, customer objections, platform use, inventory handling, and escalation procedures.
• Build a team that is disciplined, customer-oriented, process-led, and operationally dependable.

Success measures

• Day-to-day store operations run smoothly with very few errors, delays, or customer escalations.
• Online and in-store orders are fulfilled accurately.
• Physical stock, system records, and customer orders are reconciled cleanly.
• Customer service standards remain strong across both physical and digital channels.
• Compliance execution is consistent and transaction documentation is complete.
• Staff performance, training discipline, and SOP adherence remain reliable.
• Stock discrepancies, fulfilment delays, operational errors, and process exceptions are reduced.

Requirements

• At least 5–10 years of experience in retail operations, store management, luxury retail, jewellery, bullion, banking branch operations, foreign exchange, remittance, or other high-value customer service environments.
• Background in managing a physical store, retail counter, branch, service operation, or an online-to-offline fulfilment process.
• Comfort dealing with high-value products, cash, customer documents, sensitive transactions, and operational controls.
• Strong discipline, close attention to detail, and the ability to enforce SOPs consistently.
• Experience in inventory control, order fulfilment, customer service, documentation, staff supervision, and process improvement.
• Ability to manage both walk-in customers and online order workflows.
• Exposure to AML/KYC, cash-handling controls, regulated retail, or financial-product environments is an advantage.
• Experience in precious metals, jewellery, watches, foreign exchange, banking, or luxury goods is preferred.
• Comfortable using POS systems, inventory platforms, CRM tools, online order systems, spreadsheets, and basic digital workflows.

Personality fit

• Discreet and trustworthy.
• Process-led and operationally disciplined.
• Calm, dependable, and steady during busy periods.
• Highly accurate and comfortable with repetitive control checks.
• Customer-focused without being overly aggressive in sales style.
• Comfortable handling valuable products and sensitive customer interactions.
• Able to manage both people and processes.
• Practical problem-solver who can improve workflows and customer experience.

Preferred background

• Bullion or precious-metals dealers.
• Jewellery retail chains.
• Luxury watches or other luxury goods.
• Banking branch operations, priority banking service, or cash operations.
• Foreign exchange, money-changing, or remittance operations.
• High-value retail operations with online or omnichannel exposure.
• E-commerce fulfilment, online retail operations, or customer service operations for premium goods.

Compensation

The salary is competitive. In addition, a variable bonus is available and linked to store operations performance, service quality, order accuracy, fulfilment speed, inventory discipline, compliance standards, customer satisfaction, and the retail team’s contribution to the business.

Hiring pitch

Ophir Gold is building a trusted precious-metals platform that combines physical bullion, retail distribution, secure storage, digital access, transparent pricing, and strong customer service. Reporting to the Director of Retail, the Retail Operations Manager will be central to making the retail engine work smoothly by running the store, coordinating online orders, managing inventory controls, supporting customers, enforcing SOPs, and ensuring every high-value transaction is handled accurately and professionally.