Senior Retail Operations Manager

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia ECCO MALAYSIA SDN BHD Full time

The Senior Retail Operation Manager leads the overall store network strategy and retail performance across Malaysia. This role is responsible for setting the retail direction, enhancing client experience, developing retail leadership, and ensuring operational and service excellence. As a key business partner to the Country Manager, this position plays a central role in shaping the future of retail and driving transformational initiatives across Malaysia markets.

**Job Responsibilities

Retail Strategy & Commercial Leadership**

  • Define the retail strategy and commercial roadmap to drive sales, productivity, and profitability.
  • Lead quarterly business reviews, market assessments, and action planning with store leaders.
  • Monitor business KPIs and identify levers for growth across Malaysia.

Client Development & Experience Elevation

  • Own the client development agenda, setting standards for clienteling, repeat purchase, and VIC engagement.
  • Collaborate with Store Managers/Supervisors to drive personalized client outreach and in-store experience upgrades.
  • Review store-level client data and identify strategic actions to uplift service and loyalty.

People Leadership & Team Development

  • Lead and coach Store Managers/Supervisors and Assistant Retail Operations Manager to foster a high-performing, client-focused culture.
  • Champion team engagement, development planning, and internal mobility across Malaysia markets.
  • Partner with Human Resources on succession planning and strengthening frontline leadership capability.

Transformation & Retail Projects

  • Drive key retail initiatives such as STRIVE, dashboards, and clienteling enablement.
  • Lead project execution for store openings, renovations, and in-store innovation pilots.
  • Ensure alignment across functions and boutiques in implementing change effectively.

Job Requirements

  • Minimum 10 years' experience in premium or luxury fashion retail, including multi-store and multi-market leadership roles.
  • Strong strategic mindset with a proven track record of driving retail performance and transformation.
  • Deep passion for delivering elevated client experiences and building service-centric cultures.
  • Proven leadership skills in managing and developing diverse retail teams across geographies.
  • Strong analytical, planning, and communication abilities; able to engage senior stakeholders effectively.
  • Flexible and collaborative, with the ability to navigate across functions and evolving business needs.

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