Head of Retail Operations

Head of Retail Operations Compensation: Up to S$10,000/month (dependent on experience) + up to 3 months variable bonus. BullionStar is Singapore’s leading precious metals dealer. We sell, buy back, store, and deliver physical gold, silver, and platinum to customers worldwide – from first-time buyers to institutional investors. We operate a full-service showroom in Singapore, a comprehensive e-commerce platform, and vault storage facilities across multiple jurisdictions. We are independently owned, founder-led, and intentionally lean. There are no layers of corporate bureaucracy here. Decisions are made quickly, everyone is close to the customer, and every person in the business has a direct impact on what we deliver. We’ve built our reputation on trust, transparency, and doing things properly – not on marketing spend. We’re looking for people who are drawn to that kind of environment – people who want ownership, not job titles, and who find energy in building something rather than maintaining something. Why This Role Exists The BullionStar showroom is where our brand comes to life. It’s where customers walk in, handle products, pick up orders, manage their safety deposit boxes, and sell back their bullion. For many customers, the showroom is BullionStar. It deserves a dedicated leader who treats it as their own business. This person will own everything that happens within the four walls of the shop – the experience, the team, the operations, the security, and the commercial performance. They’ll be on the floor every day, personally ensuring that every customer who walks through the door leaves with a reason to come back. What You'll Own You own the end-to-end experience of every customer who enters the showroom. Walk-in retail, order pickups, sell-backs, safety deposit box access – all of it. You set the standard for professionalism, trust, and quality of interaction. You handle the most important conversations yourself and coach your team to do the same. Customers selling bullion back to BullionStar need accuracy, professionalism, and confidence from the person across the counter. You’ll manage this process end-to-end and stay current with market movements so you can provide informed guidance. You’ll lead, develop, and hold your team to a high standard. You’ll invest in each person individually, build their product knowledge and customer skills, and create a culture of pride and ownership. You’ll manage scheduling and resourcing and hire well when the team needs to grow. The showroom is a revenue-generating operation, not a cost centre. You’ll track walk-in conversion, transaction value, sell-back volumes, and safety deposit box occupancy. You’ll find ways to increase footfall, improve conversion, and grow revenue from the physical space. It also reflects BullionStar’s reputation – immaculate presentation, clear signage, secure operations. You’ll manage daily procedures, security protocols, cash handling, inventory, and premises maintenance. You’ll treat the space as a direct reflection of yourself and the brand. You’ll look for ways to use technology to make the showroom smarter – appointment scheduling, queue management, customer follow-ups, inventory tracking, reporting. You’ll be hands-on with these tools, not just an advocate. Who We're Looking For We care far more about who you are than what’s on your CV. The right person will have most or all of the following traits: • Intelligent and aware. You read situations quickly, notice details others miss, and constantly think about how things could be better. You don’t need to be told what needs fixing – you see it yourself. • Common sense. You make sound decisions under pressure. When something unexpected happens on the floor, you handle it calmly and competently without escalating unnecessarily. • Entrepreneurial. You treat the showroom as if it were your own business. Every detail matters to you – from the product displays to the customer greeting to the bottom line. We’d rather see someone who has run their own shop or business than someone with a corporate retail management CV. • Hands-on leader. You’re on the floor, serving customers, alongside your team. You lead by example and you’re never too senior to handle a transaction or tidy a display. • Proud of the space. You treat the showroom as a reflection of yourself and the brand. Presentation, cleanliness, and atmosphere matter to you personally. • Enthusiastic. You genuinely care about delivering an exceptional experience. You bring energy every day and you inspire that same energy in your team. A genuine passion for gold and silver – the products, the history, the market – is extremely desirable. • AI-forward. You see technology as a way to run the showroom more efficiently. You’re willing to experiment with new tools and integrate them into operations. Formal qualifications and retail management credentials matter far less to us than the traits above. If you have the intelligence, the pride, and the drive, you can succeed in this role regardless of your background. What This Role Is Not This is not a back-office management role. You’ll be on the showroom floor every day, serving customers alongside your team. If your instinct is to manage from a distance, this isn’t the right fit. It’s not a corporate retail position with a head office setting the rules. You’ll have real ownership and real autonomy – but that means you need to be someone who thrives without a playbook, not someone who needs one. It’s not a role where ‘good enough’ is acceptable. Every detail of the showroom – the presentation, the service, the security, the numbers – is a reflection of you. We want someone who takes that personally.