Retail Operations Manager

Reports To: Director of Retail

Company Description

Ophir Gold is a well-backed precious metals platform building a modern gold business across Singapore and Southeast Asia. We operate across retail, physical bullion, secure storage, and future digital gold offerings, combining trusted offline customer service with transparent pricing, strong controls, and technology-enabled access to gold ownership.

Our goal is to make buying, selling, storing, collecting, and accessing gold simpler, safer, and more seamless for customers across the region.

Role Overview

We are hiring a Retail Operations Manager to run Ophir Gold’s day-to-day retail operations across the physical store and online retail channels. Reporting to the Director of Retail, the role is responsible for ensuring that the store runs smoothly, customers are served professionally, transactions are processed accurately, inventory is properly controlled, and online orders are fulfilled efficiently.

This is an operations-focused, execution role — not a strategy, P&L, or business development role. The Retail Operations Manager delivers against the targets, standards, and SOP framework set by the Director of Retail, and escalates commercial decisions, exceptions, and policy matters to the Director. The person will manage store workflows, staff discipline, customer service standards, order fulfilment, inventory coordination, transaction documentation, and compliance execution across walk-in customers, appointments, online orders, in-store collections, buybacks, deposits, withdrawals, and storage-related requests.

The ideal candidate is practical, organised, detail-oriented, trustworthy, and comfortable managing high-value products and customer transactions in a controlled retail environment.

Key Responsibilities Physical Store Operations

• Oversee daily store opening and closing procedures, customer reception, floor readiness, product display, appointment handling, and end-of-day checks.
• Ensure walk-in customers, appointments, buybacks, collections, deposits, withdrawals, and storage-related requests are handled smoothly and professionally.
• Maintain a clean, secure, premium, and customer-friendly store environment suitable for high-value bullion transactions.
• Supervise store staff during operating hours and ensure consistent service standards, accuracy, punctuality, and professional conduct.
• Monitor queue flow, customer waiting time, customer follow-ups, and handover between sales, operations, compliance, and vaulting teams.
• Ensure store SOPs set by the Director of Retail are followed for sales, buybacks, collections, storage requests, withdrawals, cash handling, and customer documentation.

Online Store & Omnichannel Operations

• Manage online retail order workflows from order confirmation through payment verification, fulfilment, collection, delivery, storage allocation, or buyback processing.
• Ensure the online and physical store experience is consistent across pricing, product availability, payment instructions, collection procedures, storage options, and customer communication.
• Support customers who move between online and offline channels, including online purchase with in-store collection, in-store purchase with online account access, and online storage or withdrawal requests.
• Coordinate with product, technology, operations, finance, logistics, vaulting, and compliance teams to resolve operational issues in the online customer journey.
• Identify workflow gaps, customer pain points, fulfilment delays, and system issues, then recommend practical improvements to the Director of Retail to improve speed, accuracy, and customer experience.

Order Fulfilment, Inventory & Product Controls

• Monitor availability of key retail products, including 1g, 5g, 10g, 1oz, 100g, and 1kg gold bars, silver products, coins, and other fast-moving bullion items.
• Coordinate stock replenishment, stock rotation, product display, customer reservations, and movement of physical inventory between store, vault, and fulfilment locations.
• Ensure physical inventory, system records, customer orders, storage records, and fulfilment status are accurately reconciled.
• Support regular stock counts, discrepancy checks, exception reviews, and inventory reporting with operations and finance.
• Reduce fulfilment errors, stock mismatches, customer delays, product handling errors, and operational losses.

Customer Service & Transaction Support

• Ensure customers receive clear explanations on pricing, premiums, spreads, storage, buybacks, collection options, payment process, and documentation requirements.
• Handle customer enquiries across walk-in, phone, WhatsApp, email, and online channels in a timely and professional manner.
• Resolve customer issues involving payments, collections, buybacks, delays, storage instructions, documentation, refunds, and order status.
• Maintain high standards of confidentiality, trust, accuracy, and professionalism when handling high-value transactions and sensitive customer situations.
• Build repeat customer confidence by ensuring reliable service, accurate execution, and clear communication.

Compliance, Cash Handling & Documentation

• Execute AML, KYC, cash transaction reporting, precious metals dealer requirements, and internal compliance procedures at store level, within the framework owned by the Director of Retail.
• Check that transaction records, customer documents, buyback forms, payment records, collection records, and storage instructions are complete and properly filed.
• Work with compliance to identify and escalate unusual customer behaviour, suspicious transactions, incomplete documentation, or control exceptions.
• Ensure cash handling, payment confirmation, refunds, settlement, and end-of-day reconciliation processes follow company controls.
• Protect the company from fraud, operational losses, documentation gaps, inventory discrepancies, and reputational risk.

Team Supervision & Training

• Train, supervise, and manage front-line retail operations staff across store operations, customer service, product handling, SOPs, online order workflows, and compliance processes.
• Set clear expectations for punctuality, service quality, transaction accuracy, documentation completeness, and customer handling.
• Coach staff on bullion product knowledge, pricing explanation, customer objections, platform usage, inventory handling, and escalation procedures.
• Build a disciplined, customer-focused, process-driven, and operationally reliable retail team.

Success Measures

• Smooth daily store operations with minimal errors, delays, or customer escalations.
• Accurate fulfilment of online and in-store orders.
• Clean inventory reconciliation between physical stock, system records, and customer orders.
• High customer service standards across physical and online channels.
• Strong compliance execution and complete transaction documentation.
• Reliable staff performance, training discipline, and adherence to SOPs.
• Reduced stock discrepancies, fulfilment delays, operational errors, and process exceptions.

Requirements

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

Personality Fit

• Trustworthy and discreet.
• Operationally disciplined and process-driven.
• Calm under pressure and reliable during busy store periods.
• Detail-oriented, accurate, and comfortable with repetitive controls.
• Service-minded but not overly salesy.
• Comfortable managing high-value products and sensitive customer transactions.
• Able to manage both people and process.
• Practical problem-solver who can improve store workflows and customer experience.

Preferred Backgrounds

• Bullion or precious metals dealers.
• Jewellery retail chains.
• Luxury watches or luxury goods.
• Banking branch operations, priority banking service, or cash operations.
• FX, 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 high-value goods.

Compensation

Base Salary: Competitive.

Variable Bonus: Based on store operations performance, service quality, order accuracy, fulfilment speed, inventory discipline, compliance standards, customer satisfaction, and retail business contribution.

Hiring Pitch

Ophir Gold is building a trusted precious metals platform combining 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 play a central role in making the retail engine work: running the physical store, coordinating online orders, managing inventory controls, supporting customers, enforcing SOPs, and ensuring every high-value transaction is executed accurately and professionally.

Do apply and drop in your CV to ***email_hidden***