Lead, Store Operations - #1173051

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

As Lead, Store Operations, you will lead multi-store operations to drive operational excellence, ensure food safety and compliance, optimize inventory and costs, and deliver a seamless customer experience. Manage and develop Store Managers, monitor performance KPIs, and drive continuous improvements through cross-functional collaboration and data-driven decision-making.

This role will be based in Singapore and will report to the Head, DMart Operations.

Key Responsibilities

• End-to-End Store Oversight – Lead and support daily operations across multiple stores, ensuring timely and accurate order fulfillment, adherence to SLAs, and delivery of high operational standards.
• Leadership & Team Development – Manage and mentor Store Managers and their teams. Foster a culture of accountability, collaboration, and high performance through goal setting, feedback, and coaching.
• Food Safety & Compliance – Uphold strict food safety protocols, including cold chain management and hygiene standards, to ensure compliance with regulatory and quality standards.
• Inventory & Waste Management – Monitor store-level inventory performance to maintain product availability, reduce shrinkage, and minimize wastage across all locations.
• Operational Excellence & Process Improvement – Identify bottlenecks and inefficiencies in store operations. Lead initiatives to enhance workflows, productivity, and the customer experience.
• Performance Management & Reporting – Set, track, and analyze KPIs and OKRs for store performance. Conduct root cause investigations and provide strategic insights and recommendations to senior operations leadership.
• Cross-Functional Collaboration – Act as the key liaison between store teams and departments such as Supply Chain, Commercial, Logistics, and Customer Experience to ensure operational alignment and service delivery.
• Cost Optimization & Resource Planning – Analyze manpower deployment and cost data to optimize staffing models and improve operational cost-efficiency.
• Training & Onboarding – Lead the onboarding and development of new Store Managers. Drive upskilling initiatives and continuous learning across all store operations.
• Customer-Centric Mindset – Champion operational strategies that prioritize the end customer. Resolve escalated service issues swiftly and support initiatives that enhance the overall customer experience.

Requirements

• Minimum 7 years of experience in retail, logistics, or warehouse operations, with at least 3 years in a managerial capacity overseeing multiple teams or locations
• Strong operational knowledge across inventory, supply chain, food safety, and customer service
• Proven ability to drive performance through data analysis, KPIs, and continuous improvement methodologies
• Experience working cross-functionally with commercial, logistics, and CX teams
• Strong leadership, communication, and people development skills
• Proficient in Warehouse Management Systems (WMS) and tech-enabled operations
• High level of accountability and results orientation