Commercial judgement. Capable teams. Stronger operations.
Retail and multisite leadership across Southeast Asia and Australia.
I've spent more than 25 years turning strategy into daily execution, as Country Manager, Store Director and Head of Operations at Harvey Norman, Courts, Spotlight and StorHub.
Through Mayne & Loh, I help retail and service businesses improve commercial performance, develop their leaders and strengthen the customer experience across locations.
Singapore based. Australian citizen, Singapore Permanent Resident.
Selected results and responsibilities from my operating career. Mayne & Loh client outcomes are on the Results page.
Connecting strategy to what happens in front of the customer.
I built my career on closing the gap between head office strategy and what actually happens in front of the customer. I work alongside leaders, managers and frontline teams to find what's holding performance back, remove the obstacles and build clear ownership of the result.
My experience spans P&L responsibility, large format retail, branch networks, leadership development and market entry. I've led teams of more than 100 people and managed complex customer facing operations.
I combine commercial discipline with customer experience practice. Processes, coaching, dashboards and AI tools get chosen around the people doing the work and the result the business needs.
Leadership with commercial responsibility.
My career spans country management, major retail operations and a national self storage network. The roles below sit apart from my consulting practice, so it is clear which is which.
Founder and Managing Director
I lead consulting and selected advisory work in customer experience, retail operations, Southeast Asian market execution and practical AI implementation. I personally lead the diagnosis, the commercial recommendation and the direction of every engagement.
Head of Operations, Singapore · to July 2026
I led operations across StorHub's 18 facility Singapore network, working with branch teams on customer facing operations, sales and service execution and consistent operating standards.
Country Manager, Singapore and Malaysia
I held responsibility for commercial performance, teams, customer experience and operating execution across both markets, leading more than 100 staff. Sales grew from S$12 million to S$17 million. I received the Spotlight Pursuit of Excellence Award four times.
Store Director
I led the Courts flagship store, with sales, service, staffing, stock flow and customer experience reporting to me, and managed its restaurant and concession leases. Annual sales grew from S$93 million to S$132 million within two years.
Country management, Malaysia
I helped establish and operate an international retail business in Malaysia, adapting the model to local customers, teams and commercial conditions.
Understand the work. Enable the team. Own the result.
I see the operation first hand
I listen to managers and frontline teams, watch the customer experience for myself and look at the workarounds people have built.
I connect the change to performance
We agree what needs to improve and how we will measure it: sales, conversion, cost, retention, response time or risk.
I give managers the means to deliver
Clear expectations, built capability and removed obstacles. Ownership and support are explicit, not assumed.
I build improvement into daily work
Practical standards, coaching and a regular review of results make the change last. Technology supports that discipline.
I lead the initial conversation, the diagnosis and the strategic direction myself. Where a project needs specialist development, design, data or regional support, we agree who does what. AI can support my analysis, prototyping and workflow automation. I stay responsible for every recommendation.
Local understanding, backed by professional discipline.
My operating career spans Singapore, Malaysia and Australia, alongside consulting and market entry work across Southeast Asia, including Indonesia. I bring that experience to how customer expectations, teams and commercial conditions differ from one market to the next.
Certified Customer Experience Professional. Insight, strategy, measurement and culture, applied to practical operating decisions.
Master of Asian Studies. Grounding in the region's politics, history and business, alongside commercial experience on the ground.
Australian citizen and Singapore Permanent Resident.
A business challenge, or a leadership opportunity?
Improve the operation
Bring me a problem in sales execution, customer experience, management capability, operating processes or Southeast Asian market execution. Our first working session clarifies the problem and whether a focused diagnostic would help. Scope and fees are agreed before any paid work begins.
Discuss a leadership mandate
I welcome confidential conversations about Country Manager, General Manager, Managing Director, Head or Director of Operations and selected COO appointments. My focus is retail, consumer services, self storage and other multisite businesses. I am also open to select board and advisory roles.
Before we speak.
Will you personally work on my consulting engagement?
Yes. I lead the working session, the diagnosis, the commercial recommendation and the strategic direction. Specialists may support defined parts of delivery, with responsibilities agreed at the start.
Are you open to executive and advisory appointments?
Yes. I welcome confidential discussions about senior executive, interim leadership and selected board or advisory mandates. Contact me directly to discuss the role, scope and timing.
Are the named retailers and StorHub my consulting clients?
No. Harvey Norman, Courts, Spotlight and StorHub are my prior operating career, not consulting engagements. Client outcomes appear separately on the Results page.
Do you work only with retailers?
No. My experience also covers self storage and other customer facing operations. I can support any multisite service business where consistent execution, capable managers and commercial discipline matter.
How do you use specialists and AI?
Specialists support defined development, data, design or regional requirements. AI may assist my analysis, drafting, prototyping and workflows, but I keep human review and clear accountability for every recommendation.
Start a direct conversation.
Whichever path fits, I'd rather hear from you directly than have you work through a generic form.
Telephone +65 8453 7610 · richard.mayne@mayneloh.com. Direct enquiries. Replies may not be immediate.