Senior Manager, Retail Sales

Job Description

Retail Based Position

Customer Journey Strategy & Design

• Map and analyse the customer journey to identify touchpoints, pain points, and opportunities for improvement across multiple channels.
• Use data and feedback to understand customer behaviours, preferences, and expectations.
• Create and optimize customer journey maps to align with business goals and improve customer satisfaction.
• Translate journey designs into actionable roadmaps with measurable KPIs (e.g., NPS, conversion, take-up, churn).
• Implement omnichannel approaches to ensure consistency in customer interactions across all touchpoints.
• Stay updated on market trends and best practices in customer experience management.

Operating Model Transformation

• Provide product training, technical guidance, and marketing support to retail operation staffs. Drive growth with existing products and brands through up-selling and cross-selling.
• Set clear objectives, KPIs, and targets for the team and ensure alignment with organizational priorities and lead, mentor, and motivate the retail sales team to achieve sales and operational excellence.
• Develop and enhance the skills of retail staff across the region.
• Ensure consistent and up-to-date product knowledge among employees.
• Conduct onboarding sessions and product training for new hires.
• Promote Learning & Development initiatives and knowledge-sharing.
• Design, update, and maintain training materials, tools, and assessments.
• Plan and execute training schedules in alignment with business needs.
• Recruit and onboard top talent to strengthen the team's capabilities and build a collaborative and high-performance culture through training, development, and regular performance evaluations.
• Coordinate with internal teams (Brands, operation, IT) to ensure smooth execution of channel-related activities.
• Deliver and achieve company's sales target.

Retail Marketing Leadership

• Develop and execute retail marketing strategies to increase traffic, conversion, sales and brand visibility.
• Align campaigns and in-store promotions with critical customer moments and journeys.
• Oversee local activations, merchandising, promotions, and frontline enablement initiatives.
• Measure marketing effectiveness across channels, optimising based on performance outcomes.

Mall Collaboration & Activation

• Build strong working relationships with mall management and marketing teams.
• ⁠Coordinate joint marketing efforts, co-branded promotions, and mall-wide campaigns.
• ⁠Ensure presence in mall club member promotions, newsletters, and seasonal activations for maximum exposure.

Other duties may arise from time to time and may be assigned to the employee as necessary.

Requirements

1. Bachelor's or Master's degree in Business, Marketing, Strategy, or a related field.
2. 8–12 years' experience in customer experience, operating model transformation, and/or retail marketing. With at least 3–5 years in a leadership role.
3. Strong grasp of omnichannel retail, customer lifecycle management, and CX performance metrics.
4. Industry experience in FMCG, F&B, or other retail-intensive sectors is an advantage.
5. Strategic thinker with a bias for action—able to translate ideas from concept to frontline execution.
6. Proficient in journey mapping, service blueprinting, and operating model design.
7. Strong leadership, facilitation and the ability to motivate and inspire others to achieve performance goals.
8. Analytical and data-driven, adept at building business cases and monitoring performance metrics with a results-oriented approach.
9. Proficiency in English and Mandarin; Bahasa Malaysia is a plus. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
10. Strong analytical skills; proficient in Excel / CRM / BI tools.
11. Able to travel independently at multiple store locations.
12. 6 working days per week, with one off day on weekday.
13. Agile, collaborative, and resilient—thrives in fast-changing, ambiguous environments.
14. Malaysian only.