Retail Operations

4 weeks ago

Subang Jaya, Malaysia Presto Trade Sdn Bhd Full time

The **Assistant Manager of Retail Operations and Customer Service**, he/she will be key to ensuring the consistency of the operations department and support in driving it forward. Team development will be a significant part of this role, ensuring the existing workforce, be it in-house, outsourced, or licensees’ personnel, can take on an increase in volume and bring in new skill sets as we continue to invest in new sites (both online and offline) and products. He/she will be creating a culture through empowering a continuous improvement mind-set and utilising change management to increase efficiency and quality.

**Key Activities / Accountabilities**

**Retail Operations Management**
- Manage, review and further develop operational SOPs. Work closely with interdepartmental, inter-company teams to ensure operation processes are efficient. Identify and lead site Continuous Improvement initiatives.
- Develop and embed store KPIs, aligning them with business growth objectives. Develop site ownership, aiming to increase site utilisation and performance.
- Ensure awareness of daily service levels for area of responsibility and a plan to achieve required service levels within the agreed timeframe.
- Utilise staff across the sites & assign the correct skills to support priority plans. Ensure efficient operation and control of site resources and make best use of skills vs priorities.
- Drive cost savings through efficient use of resources at his/her disposal.
- Understand operational risks and ensure that correct control measures are in place.

**Customer Service Management**
- Communicate changes in company policies and procedures.
- Learn about our products and provide accurate information about their features and pricing to our customers.
- Keep customers informed about the latest discounts and special offers. Cross-sell products as often as possible.
- Ensure shelves are continuously stocked. Monitor consumption patterns, minimize returns, and manage wastage.
- Gather customers’ feedback and analyse for quality improvements.
- Attend to customers’ enquiries and complaints, addressing and resolving them quickly and diplomatically

**Merchandising Management**
- Support ongoing CAPEX investment in line with budgetary and quality targets.
- Oversee order management, ensuring seamless end-to-end supply process.
- Manage and control merchandise performance, reviewing and tracking diligently to ensure the best merchandise mix that will delivery sales with optimal returns.
- Reduce waste across the sites by monitoring

**Preferred Qualifications, Experience and Skills**
- Degree/diploma holder. Preferably in retail management, operations, or marketing.
- Minimum four (4) years’ experience in retail or sales operations management with proven track record in FMCG or retail industry. He/she should ideally have exposures in merchandising and customer service and have the character to build relationships that will truly deliver a win-win situation.
- Proficiency in spoken and written English require. Proficiency in spoken Chinese (Mandarin, Cantonese, etc.), spoken and written Malay highly desirable.

**Competencies**
- Ability to clearly and consistently work side-by-side with a broad range of seniorities and functions to deliver against complex initiatives and complete them on-time, on-budget, and over target
- Ability to operate both at the strategic and tactical levels
- Analytical, entrepreneurial, and result-focused
- Ability to pivot quickly and react effectively to real-time situation
- Ability to manage customer relationships
- Ability to work supportively as a team member and effectively as an individual
- Have the drive for results
- Ability to multi-task, prioritise and manage time effectively

**Technical Skills**
- Strong understanding of the retail sales process
- Good with numbers
- Knowledge of inventory stocking procedures
- Good with computers, especially MS Office (Word, Excel, PowerPoint, Outlook)

**Working location**:UOA Business Park, Seksyen U1 Shah Alam.

**Salary**: RM4,500.00 - RM6,500.00 per month

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Subang Jaya: Reliably commute or planning to relocate before starting work (preferred)

**Experience**:

- retail operations: 4 years (preferred)

Willingness to travel:

- 50% (preferred)

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