Sepenuh Masa Head of Operations (FMCG) Jobs, in Hidden Gems Talent Kuala Lumpur - Maukerja

About Our Client

Our client is building a trusted premium food brand. Their hero product today includes ethically sourced premium fresh food items from partner farms in the region, delivering quality, reliability, and service across retail, online, and food service channels.

The Role

We are looking for a highly capable operator to partner closely with our client's CEO and help scale the business from a founder-led business into a high-performing operating company.

The CEO will continue to focus on product, growth, and strategic direction. This role will own execution across operations, logistics, customer relationships, and operational systems.

You will be responsible for ensuring the business runs smoothly today while building the processes, teams, and infrastructure needed for tomorrow.

What You’ll Do

1. Run day-to-day operations

• Own end-to-end execution across supply, inventory, logistics, fulfilment, delivery, and customer service
• Ensure product availability, service quality, freshness, and operational reliability
• Coordinate across regional farm partners, drivers, distributors, retailers, and internal teams to resolve issues quickly
• Lead operational planning and execution to support growth and changing customer demand

2. Build systems and scale the business

• Design and implement SOPs, operating playbooks, dashboards, and KPI reporting
• Build forecasting, inventory planning, replenishment, and operational planning capabilities
• Develop scalable processes that reduce manual work and operational dependency on individuals
• Introduce tools, workflows, and performance management systems across teams
• Continuously improve efficiency, service levels, and economics

3. Own customer operations and relationships

• Serve as the primary operational contact for key retail, distribution, and commercial partners
• Build trusted relationships with customers and proactively manage service levels and expectations
• Handle escalations, improve customer experience, and ensure strong account execution
• Translate customer feedback into operational improvements

4. Lead logistics and field operations

• Manage drivers and delivery operations to ensure reliability and strong customer experience
• Build scheduling, routing, capacity, and workforce management processes
• Set clear performance standards and operating expectations
• Develop a culture of ownership, accountability, and continuous improvement

What We’re Looking For:

• 8–10+ years of experience across operations, supply chain, and logistics for CPG and FMCG companies
• Experience helping a startup, SME, or founder-led company scale operations significantly
• Proven ability to balance execution, systems building, and relationship management
• Experience managing frontline operations and external stakeholders
• Strong commercial instinct and customer orientation
• Comfortable operating across regional and cross-border networks
• Structured, hands-on, and able to move between strategy and execution
• Ideally has experience with chilled and cold chain

Success in this Role:

• Customers trust our client and stay with them
• Operations become increasingly predictable and scalable
• Drivers and partners execute consistently
• Systems replace manual coordination
• The CEO is freed to focus on product, growth, and strategic initiatives