Head of Sales Gallery Journey

4 days ago

Petaling Jaya, Selangor, Malaysia Sime Darby Property Full time
Requirements

Job Purpose

The Goal:
  • To elevate SDP's gallery & experience as the best-in-class amongst key retail players
  • Customer Experience Focus: To develop superior customer journey relevant to gallery locations and segment requirements, ensuring all visitors have a positive experience at the gallery, while driving sales experience and achieving business objectives
  • Sales Team Improvement: Highlighting the need for strong skills via managing, motivating, and developing a dynamic sales team. To provide continuous feedback on sales execution (customer interaction, sales team behavior, campaign execution, etc)
  • Operational Excellence: Ensuring the gallery operates efficiently and complies with company standards. Ensure flawless execution, compliance, and good governance of Standard Operating Procedures (SOPs)
  • Professional Competency: Planning and developing of training requirements (competency, soft-skills, grooming)
Job Responsibilities
  • Gallery:

Plan and conduct regular gallery activities to assess customer experience through in-person observations, interacting with staff and customers, and evaluating store environment. Ensure the gallery environment is welcoming, visually appealing, and aligned with the company's brand identity and experience.

  • Data Collection:

Utilize standardized checklists to gather data on feedback - store cleanliness, product placement, staff knowledge, pricing accuracy, promotional displays, and customer journeys, customer interactions.

  • Compliance and Governance Assessment:

Verify adherence to company brand standards, operational procedures, and visual merchandising guidelines.

  • Report Generation:

Compile detailed audit reports with findings, observations, and actionable recommendations to improve customer experience and operational efficiency.

  • Trend Analysis:

Identify patterns and trends across multiple store audits to pinpoint areas of concern and opportunities for improvement. Also study competitors' approach in store setup for improvement.

  • Communication:

Collaborate with store management and regional teams to share audit results, discuss corrective actions, and provide ongoing support.

  • Training Programs:

Identify gaps and opportunities to improve the team's competency for role and customer experiences. Find, develop and implement training programs focused on customer experience, sales techniques, and soft skills.

  • Optimizing In-Gallery Customer Experience:
  • Managing and driving strong Customer Net Promoter Score (NPS) by ensuring a consistent and engaging customer buying journey. Measure customer satisfaction through ad-hoc surveys and feedback mechanisms.
  • Consistent customer buying journey, and engagement between Sales Consultant and Purchaser (Measurement - Ad Hoc Customer Survey).
  • Ensure Galleries are compliant and consistent with Brand positioning, uniform look and feel.
  • Identifying Customer Pain Points: Gathering data points on key customer concerns, reporting and addressing it through shared collaboration with key personnel.
  • Source training program and lead its implementation across all Galleries and Sales Personnel.
Education/ Professional Qualification & Professional Experience
  • Bachelor's Degree or equivalent
  • Minimum 5 years in sales or related experience
  • Understands the dynamics of sales people, retail environment, sales operations
  • Led big teams, worked with multiple stakeholders and managing outcomes and results
  • Management experience
  • Able to command the respect of team members, drive transformation and changes
  • Highly self-motivated and driven
  • Dynamic individual, goal getter
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