Head of Retail Operations, Malaysia

About the job

This role is to lead and oversee our retail business in Malaysia. He/She is responsible for driving operational excellence, ensuring outstanding customer experience, and delivering strong business performance.  Reporting to the Director, Retail SEA, you will play a key role in shaping and executing our retail strategy in Malaysia.

Key Responsibilities

Retail Operations & Business Performance: 
•    Oversee all aspects of retail operations across our stores in Malaysia, ensuring efficiency, profitability, and alignment with the company’s strategic goals.
•    Drive sales performance, customer experience, and operational excellence to achieve business objectives. 
•    Properly drive the business performance through close monitoring of Retail KPIs - Key Performance Indicators such as but not limited to, UPT, ABP, Conversion etc.
Leadership & Team Management: 
•    Lead, mentor, and develop a high-performing retail team, fostering a strong culture of collaboration, accountability, and customer focus. 
•    Work closely with Store Managers to establish clear goals, performance metrics, and training programs. 
•    Ensure a seamless and engaging work environment that attracts, retains, and develops top retail talent.
Customer Experience & Brand Standards: 
•    Ensure that every store delivers an exceptional shopping experience. Uphold brand standards across all retail locations, ensuring consistency in merchandising, service, and store presentation. 
•    Properly drive the business performance through close monitoring of CRM KPIs - Key Performance Indicators such as clients upgrade, clients recruitments, number and ratios of Diamond, Platinum members, etc.
P&L Analysis: 
•    Review P&L reports to ensure store efficiency by evaluating gross margin, operating expenses, and net profit, and adjusting strategies to boost profitability.
Budgeting: 
•    Collaborate with financial teams to create annual budgets for each store and the entire retail chain.  Monitor and forecast revenue and expenses, making adjustments as needed.
Operational Efficiency & Compliance: 
•    Streamline operational processes to improve efficiency, productivity, and cost-effectiveness. 
•    Ensure compliance with company policies, local regulations, and industry standards. 
Collaboration & Stakeholder Management: 
•    Work closely with the Director, Retail SEA and cross-functional teams to align retail operations with business priorities. 
•    Provide strategic insights and recommendations to senior leadership on market trends, challenges, and opportunities.

Requirements

• Bachelors in Retail or relevant course of studies.
• At least 10 years in the retail industry holding leadership positions, preferably in the luxury retail sector.
• Deep understanding of retail operations, budget management, supply chain logistics, and financial reporting.
• Strong ability to analyze operational performance, identify inefficiencies, and implement improvements.
• Excellent written and verbal communication skills for interacting with both internal teams and external partners.
• Good in written and spoken English and Chinese.