Head of Retail

Tanoti, Malaysia's most progressive handicrafts atelier, is embarking on an ambitious retail expansion programme. Our first milestone will be the establishment of our flagship store at Merdeka 118 Mall, Kuala Lumpur, which shall offer Malaysian-made and handcrafted products. We are seeking a visionary Head of Retail to lead this initiative, someone who can blend commercial excellence with cultural stewardship, and who believes that retail can be a platform for storytelling, empowerment and national pride.

This role requires a hands-on leader with strong business acumen, exceptional customer service skills, and a passion for artisan-made products and cultural preservation. The Head of Retail will be responsible for developing the retail programme, managing the retail team, driving store performance, curating product displays, and ensuring the delivery of a premium customer experience aligned with Tanoti's values.

Responsibilities

• Develop and execute Tanoti's retail strategy, beginning with the flagship store and extending towards multi-location and digital retail expansion.
• Develop the company's retail policies, retail procedures, and operational guidelines.
• Curate product offerings that are aligned with Tanoti's values of heritage, craftsmanship and contemporary relevance.
• Lead store design, customer experience planning and merchandising decisions.
• Drive revenue growth while preserving craft integrity, fair-trade principles and artisan benefits.
• Build, train and manage an exceptional retail team committed to Tanoti's mission.
• Oversee staff scheduling, supervision, coaching, and performance management.
• Coordinate with the production, marketing, and management teams for production, new product launches, promotions, and special events.
• Establish strong retail partnerships and collaborations with designers, artisans, tourism bodies and corporate entities.
• Oversee retail operations including inventory, logistics, sales reporting and performance optimisation.
• Develop and implement customer engagement strategies (events, workshops, storytelling displays).
• Contribute to brand development by working closely with creative, merchandising, and artisan development teams.

Requirements

• Minimum 8 years of experience in retail management, preferably in lifestyle, artisan, luxury sectors.
• Passion for culture, craft, sustainability, community-driven initiatives and ethical sourcing.
• Proven track record in launching and scaling retail environments.
• Proven track record of leading and motivating a sales team to consistently exceed targets
• Proficient in inventory management, budgeting, and financial reporting
• Highly organised with attention to detail and a proactive approach.
• Experience in visual merchandising and customer experience design.
• Excellent leadership, team-building and communication skills.
• Ability to work with diverse stakeholders including artisans, designers, investors and government agencies.
• Willingness to work on weekends, public holidays, and during peak seasons, as required.

Desired Qualities

• A champion of Malaysian creativity and craft heritage.
• Entrepreneurial thinker with strategic vision and hands-on execution capability.
• Empathetic leader, culturally sensitive and community-oriented.
• Strong sense of aesthetics and spatial storytelling.
• Innovative, resourceful and inspired by possibilities.

What We Offer

• Opportunity to work with a purpose-driven organisation that champions cultural preservation and community empowerment.
• A creative and collaborative work environment.
• Career growth opportunities within a growing social enterprise.
• Staff discounts and access to artisan-made products.