Head of Lifestore

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia CelcomDigi Full time

Key Responsibilities

1. Strategic Leadership

  • Develop and execute the flagship retail strategy in alignment with overall retail and brand objectives.
  • Position flagship stores as innovation and experience hubs for the company.
  • Drive cross-functional partnerships with Sales & Retail, Consumer Business, Enterprise Business, Innovation, CX, and other relevant divisions.

2. Commercial & Sales Performance

  • Own sales and service KPIs across the flagship stores (e.g., High-value postpaid and fibre activations, contracting device sales, accessory attach rate, cross-sell & upsell – value added services).
  • Analyze store performance data, identify trends, and develop action plans to optimize results.
  • Implement premium selling practices and ensure consistency across all locations.
  • Drive optimal profitability of the flagship stores.

3. Customer Experience Excellence

  • Ensure high-quality customer journeys, from greeting to resolution.
  • Champion CSAT/NPS improvements and manage escalations for high-value customers.
  • Plan and oversee in-store events, demos, and experiential zones that highlight new devices, 5G capabilities, IoT products, and digital services.

4. Store Operations & Standards

  • Ensure best-in-class operational standards, including inventory control, merchandising, compliance, health & safety, and store readiness.
  • Implement operational frameworks and ensure consistency across all stores.
  • Oversee visual merchandising execution in collaboration with in-store experience teams.

5. People Leadership & Culture

  • Lead, mentor, and develop Retail Leads and their teams.
  • Build a high-performance culture focused on customer-first behaviors and commercial excellence.
  • Manage staffing, training, and succession planning.

6. Innovation & Insights

  • Pilot new retail technologies and customer engagement tools.
  • Gather customer and market insights to inform product, network, and retail strategy.
  • Continuously enhance the flagship experience to match global telco and tech-retail benchmarks.

Qualifications & Experience

  • Bachelor's degree in Business, Retail Management, Marketing, or related field.
  • 8–10+ years of retail management experience, including multi-store leadership; telco, electronics, or premium retail experience strongly preferred.
  • Proven track record in driving commercial performance in high-traffic retail environments.
  • Strong understanding of telecom products, network services, and retail technology.

Key Skills

  • Strong leadership and people-management capabilities.
  • Commercial and financial acumen.
  • Excellent communication and stakeholder-management skills.
  • Customer-centric mindset and passion for delivering premium experiences.
  • Data-driven decision-making and problem-solving skills.
  • Ability to work in fast-paced, high-visibility environments.

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