Head of Retail Operations, Malaysia

1 week ago


Kuala Lumpur, Kuala Lumpur, Malaysia Chow Tai Fook Jewellery Group Full time

Join to apply for the Head of Retail Operations, Malaysia role at Chow Tai Fook Jewellery Group

This role is to lead and oversee our retail business in Malaysia. He/She is responsible for driving operational excellence, ensuring outstanding customer experience, and delivering strong business performance. Reporting to the Director, Retail SEA, you will play a key role in shaping and executing our retail strategy in Malaysia.

Key Responsibilities

Retail Operations & Business Performance:

  • Oversee all aspects of retail operations across our stores in Malaysia, ensuring efficiency, profitability, and alignment with the company's strategic goals.
  • Drive sales performance, customer experience, and operational excellence to achieve business objectives.
  • Properly drive the business performance through close monitoring of Retail KPIs - Key Performance Indicators such as but not limited to, UPT, ABP, Conversion etc.

Leadership & Team Management:

  • Lead, mentor, and develop a high-performing retail team, fostering a strong culture of collaboration, accountability, and customer focus.
  • Work closely with Store Managers to establish clear goals, performance metrics, and training programs.
  • Ensure a seamless and engaging work environment that attracts, retains, and develops top retail talent.

Customer Experience & Brand Standards:

  • Ensure that every store delivers an exceptional shopping experience. Uphold brand standards across all retail locations, ensuring consistency in merchandising, service, and store presentation.
  • Properly drive the business performance through close monitoring of CRM KPIs - Key Performance Indicators such as clients upgrade, clients recruitments, number and ratios of Diamond, Platinum members, etc.

P&L Analysis:

  • Review P&L reports to ensure store efficiency by evaluating gross margin, operating expenses, and net profit, and adjusting strategies to boost profitability.

Budgeting:

  • Collaborate with financial teams to create annual budgets for each store and the entire retail chain. Monitor and forecast revenue and expenses, making adjustments as needed.

Operational Efficiency & Compliance:

  • Streamline operational processes to improve efficiency, productivity, and cost-effectiveness.
  • Ensure compliance with company policies, local regulations, and industry standards.

Collaboration & Stakeholder Management:

  • Work closely with the Director, Retail SEA and cross-functional teams to align retail operations with business priorities.
  • Provide strategic insights and recommendations to senior leadership on market trends, challenges, and opportunities.
Requirements
  • Bachelors in Retail or relevant course of studies.
  • At least 10 years in the retail industry holding leadership positions, preferably in the luxury retail sector.
  • Deep understanding of retail operations, budget management, supply chain logistics, and financial reporting.
  • Strong ability to analyze operational performance, identify inefficiencies, and implement improvements.
  • Excellent written and verbal communication skills for interacting with both internal teams and external partners.
  • Good in written and spoken English and Chinese.

We offer excellent career opportunities, attractive remuneration package & benefits to the right candidate. Interested parties please apply by clicking "Apply" with a full resume

All information collected will be used for recruitment purposes only.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Sales and Management

Industries

Retail Luxury Goods and Jewelry and Retail

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