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• Oversee the daily operations of all retail outlets.
• Ensure all stores operate in accordance with company policies, SOPs, and operational standards.
• Monitor store performance and implement action plans to improve operational efficiency.
• Ensure stores maintain high standards of cleanliness, safety, visual merchandising, and customer service.
• Conduct regular store visits, audits, and operational reviews.

Sales & Business Performance

• Develop and execute retail strategies to achieve sales and profitability targets.
• Monitor daily, weekly, and monthly sales performance across all outlets.
• Analyse sales trends, customer behaviour, and market opportunities.
• Identify opportunities to increase revenue and improve store productivity.
• Prepare business forecasts and recommend improvement initiatives.

Leadership & People Management

• Lead, mentor, and develop Area Managers, Store Managers, and retail support teams.
• Build a high-performing retail culture focused on accountability and customer excellence.
• Establish performance objectives and conduct regular performance reviews.
• Identify training and development needs for retail employees.
• Support succession planning and leadership development within the retail team.

Customer Experience

• Ensure a consistent and exceptional customer experience across all retail outlets.
• Develop initiatives to improve customer satisfaction and loyalty.
• Monitor customer feedback and implement corrective actions where necessary.
• Resolve escalated customer complaints in a timely and professional manner.

Financial Management

• Develop and manage annual retail operating budgets.
• Monitor operating expenses and ensure cost efficiency.
• Analyse profit and loss statements for all retail outlets.
• Recommend strategies to improve profitability and reduce operational costs.
• Ensure compliance with financial controls and company policies.

Inventory & Stock Management

• Ensure effective inventory planning and stock replenishment.
• Monitor stock movement and minimise stock losses and shrinkage.
• Work closely with Supply Chain and Warehouse teams to maintain optimal inventory levels.
• Ensure compliance with stock control procedures.

Marketing & Business Development

• Collaborate with the Marketing team to execute promotional campaigns and product launches.
• Evaluate campaign effectiveness and recommend improvements.
• Support new store openings, renovations, and expansion projects.
• Identify market trends and competitor activities to enhance business performance.

Compliance & Risk Management

• Ensure compliance with all company policies, employment regulations, and relevant legal requirements.
• Maintain workplace health, safety, and security standards.
• Ensure stores comply with licensing and regulatory requirements.
• Manage operational risks and implement preventive measures.

Reporting & Strategic Planning

• Prepare and present operational and performance reports to Management.
• Provide recommendations to improve operational efficiency and business performance.
• Participate in strategic planning and annual business planning.
• Drive continuous improvement initiatives across the retail network.

Key Performance Indicators (KPIs)

• Achievement of monthly and annual sales targets.
• Gross profit and net profit performance.
• Store productivity and operational efficiency.
• Customer satisfaction and service quality.
• Inventory accuracy and stock loss control.
• Employee engagement and staff turnover.
• Compliance with SOPs and audit standards.
• Successful execution of new store openings and retail projects.

Qualifications:

• Bachelor’s Degree in Business Administration, Retail Management, Marketing, Management, or a related discipline.
• An MBA or other relevant professional qualification is an advantage.
• Minimum 810 years of retail management experience, with at least 5 years in a senior leadership role overseeing multiple retail outlets.
• Proven experience in managing multi-store retail operations.
• Experience in the optical, healthcare, beauty, fashion, or FMCG retail industry is an added advantage.

Knowledge

• Strong knowledge of retail operations, merchandising, inventory management, and customer service.
• Good understanding of budgeting, financial reporting, and profit and loss management.
• Familiarity with retail systems, POS systems, and operational reporting.
• Knowledge of Malaysian employment legislation and workplace safety requirements is an advantage.

Skills & Competencies

• Strong leadership and people management skills.
• Strategic thinking with strong business acumen.
• Excellent analytical and problem-solving abilities.
• Effective planning, organisational, and project management skills.
• Strong negotiation and decision-making capabilities.
• Excellent communication and interpersonal skills.
• High level of integrity, professionalism, and accountability.
• Ability to work under pressure and manage multiple priorities.

Other Requirements

• Willing to travel frequently to retail outlets nationwide.
• Possess a valid driving licence and own transport.
• Able to work beyond normal office hours when required to support business operations.
• Proficient in Microsoft Office applications and retail reporting systems.

Preferred Attributes

• Results-oriented with a strong focus on operational excellence.
• Passion for customer service and continuous improvement.
• Strong coaching and mentoring capabilities.
• Adaptable, resilient, and able to lead organisational change.
• Commercially driven with a commitment to achieving business objectives

Why is This a Great Opportunity:

• Leadership at Scale The role offers the opportunity to lead and develop multiple retail outlets, driving operational excellence while managing Area Managers, Store Managers, and retail support teams.
• Strategic Business Impact Direct involvement in shaping retail strategies, improving profitability, and contributing to business growth through sales performance, financial management, and expansion initiatives.
• Career Advancement A senior leadership position with broad responsibilities across operations, people management, customer experience, and strategic planning provides strong executive-level career development.
• Comprehensive Business Exposure The position provides end-to-end exposure to retail operations, including budgeting, inventory management, compliance, marketing collaboration, and business performance analysis.
• Continuous Improvement & Innovation The role encourages the implementation of operational improvements, customer experience enhancements, and new business initiatives, offering the opportunity to drive meaningful organisational change.