Senior Retail Operations Officer (Non-Oil Business)

About the role

The Senior Retail Operations Officer manages and optimizes non-oil business operations across retail stations and convenience outlets. The role drives sales growth, ensures operational excellence, maintains product availability, implements merchandising standards, improves customer experience and supports the expansion of non-fuel revenue streams.

Key responsibilities

• Monitor daily operations of convenience stores, cafés, quick-service restaurants and other non-oil units, ensure compliance with policies and procedures, conduct site visits and audits, and fix operational gaps.
• Analyze sales performance and key metrics, develop initiatives to grow non-fuel sales and profitability, monitor category performance and support seasonal campaigns and product launches.
• Monitor stock levels and inventory turnover, coordinate with suppliers and logistics teams, minimize stock-outs and wastage, and ensure accurate inventory control.
• Implement visual merchandising standards, product placement and pricing, and recommend assortment improvements and category expansion.
• Maintain customer service standards, resolve complaints, gather feedback, promote loyalty programs and value-added services.
• Prepare weekly and monthly operational reports, monitor budgets and costs, track KPIs and advise management.
• Coach store teams, train staff on operations, merchandising and customer service, and assist with onboarding.
• Identify new non-oil business concepts and partnerships, support opening of new outlets and site upgrades, and benchmark against competitors.

Required profile

• Bachelor's degree in Business Administration, Retail Management, Marketing, Supply Chain Management or a related field.
• Minimum 4-6 years of experience in retail operations, convenience store management, FMCG or non-oil business operations; experience managing multiple outlets is preferred.
• Experience in petroleum retail, convenience retail or food service is an advantage.