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Jobs or company...

Head of Retail Operations, Malaysia

  • Full Time, onsite
  • Chow Tai Fook Jewellery Group
  • Wilayah Persekutuan Kuala Lumpur, Malaysia
Salary undisclosed
Checking job availability...
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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.

We offer excellent career opportunities, attractive remuneration package & benefits to the right candidate. Interested parties please apply by clicking "Apply" with a full resume

All information collected will be used for recruitment purposes only.

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.

We offer excellent career opportunities, attractive remuneration package & benefits to the right candidate. Interested parties please apply by clicking "Apply" with a full resume

All information collected will be used for recruitment purposes only.