Head of Retail Operations

About the Role and Company

BullionStar is Singapore's premier dealer in precious metals, specializing in the sale, buyback, storage, and delivery of gold, silver, and platinum to a diverse range of customers worldwide, including individual buyers and institutional investors. Our operations span a full-service showroom in Singapore, an advanced e-commerce platform, and vault storage across multiple jurisdictions. As an independently owned and founder-led business, we operate with a lean structure that prioritizes agility, direct customer engagement, and high-impact contributions over bureaucratic procedures.

Role Purpose

We are seeking a dedicated Head of Retail Operations to oversee every aspect of our Singapore showroom. This person will be accountable for the entire customer experience within the showroom, managing the operations, team, security, and financial performance. Acting with full ownership, they will personally ensure that each customer interaction is exemplary and that the showroom reflects the highest standards of professionalism and trust.

Key Responsibilities

• Manage the full spectrum of customer interactions in the showroom, including walk-in retail, order pickups, bullion sell-backs, and safety deposit box access.
• Maintain and enforce high standards of professionalism, trustworthiness, and quality in all customer engagements, handling key conversations and coaching team members accordingly.
• Lead and develop showroom staff, enhancing their product knowledge and customer service skills, managing scheduling, resource allocation, and recruitment to support team growth.
• Drive showroom revenue by tracking key performance metrics such as footfall, conversion rates, transaction values, sell-back volumes, and safety deposit box utilization, and implement strategies to increase sales and customer engagement.
• Oversee daily operational procedures, including security protocols, cash handling, inventory management, and premises upkeep, ensuring the showroom represents both personal and brand pride.
• Leverage technology tools for appointment scheduling, queue management, customer follow-ups, inventory tracking, and reporting to optimize showroom operations.

Desired Personal Traits and Qualifications

• Keenly observant and intelligent, with the ability to quickly assess situations and independently identify improvements.
• Possesses strong common sense to make sound decisions calmly and competently under pressure.
• Entrepreneurial mindset, treating the showroom as a personal business with attention to every detail from product displays to revenue outcomes.
• Hands-on leadership style, actively participating in customer service and operational tasks alongside the team.
• Deep pride in showroom presentation and atmosphere, ensuring it consistently reflects a high standard of cleanliness and professionalism.
• Energetic and enthusiastically committed to delivering exceptional customer experiences, ideally with a genuine passion for precious metals and their markets.
• Technology-forward, willing to adopt and experiment with AI and other digital tools to improve showroom efficiency.

Formal retail management qualifications are not essential; success will be driven by intelligence, dedication, and leadership qualities.

Additional Details

• Location: Singapore
• Compensation: Up to SGD 10,000 per month, a 13th-month bonus, plus a variable bonus of up to 3 months’ salary.
• Work Schedule: Monday to Friday, 5-day work week
• Eligible Applicants: Both local and international candidates are welcome to apply.
• Employment Type: Full-time, onsite requiring daily showroom floor presence.