Retail Business Manager, based in MY

Role purpose As a Retail Business Manager (RBM), based in Malaysia, you will be responsible for overseeing and developing stores and counters across Malaysia and ensuring the achievement of sales targets in each of these locations. The RBM is responsible for ensuring the consistent delivery of the brand way of customer service and operational excellence by actively coaching, developing and motivating their staff. The successful candidate will demonstrate their commitment to outstanding and inclusive customer service through their own exemplary and professional consultations. Working full time, including some weekend working, the RBM role is also responsible for actively seeking to develop the reputation and profile of the brand and their portfolio of stores and counters by building and expanding their customer base through participation within their stores local communities, by fostering appropriate business relationships and by leading relevant special events that demonstrate brand’s commitment to rewarding their customers for their patronage. Primary Accountabilities Sales and Financial Management

• Review weekly sales and product performance to identify opportunities to increase sales
• Lead, motivate and coach Store Managers to understand and analyse store sales against budgets and team performance on KPIs
• Guide and coach Store Managers to review and analyse monthly P&L statements to identify and implement strategies to manage controllable expenses and drive profitability
• Review and approve rosters for each store, ensuring forecasted wage budgets are not exceeded
  
   

Operations

• Ensure any escalated issues within stores are resolved in a timely and effective manner (e.g., maintenance, cleaning, loss prevention)
• Conduct regular reviews of stores, documenting any actions or issues, and work with designated stakeholders to implement improvements and/or modifications to processes and systems
  
   

Inventory Management

• Work with retail operations to guide and coach Store Managers to manage inventory in a cost-effective manner, and prevention of stock loss
• Oversee store stocktakes along with retail operations and work on ways to improve efficiency of inventory management
• Identify opportunities to improve product performance and return on floor space
  
   

Customer Experience And Brand Management

• Educate team members on brand’s approach to customer service and consultations, and that they have a deep understanding of brand’s stores, locations and customers
• Ensure all team members continuously uphold and demonstrate brand’s approach to customer service and consultations
• Regularly work on the floor alongside Store Managers and Retail Consultants, coaching them on selling skills and how to conduct themselves in our retail spaces
• Promptly and appropriately resolve any customer complaints with both the customer and the staff concerned
• Proactively support marketing campaigns and promotional initiatives, including in-store PR hosting
  
   

People Leadership, Performance and Development

• Regularly check in with Store/Counter Managers to review performance and development of team, documenting the discussion, action plans and progress against actions
• Partner with HR to manage and conduct annual performance cycles, talent review/succession planning
• Work with Store Managers to conduct performance and career conversations with Retail Consultants; i.e. mid-year check-ins and year end reviews
  
   

Recruitment and Induction

• Partner with Human Resources to recruit and execute the induction of new Store Managers alongside training team, and also coach the store leads to do the same for new joiner inductions
• Ensure new team members are supported through probation period and formally monitored to ensure successful confirmation
  
   

Training and Coaching

• Provide timely, accurate and specific feedback on performance to Store Managers, and guide the Store Managers to do the same for their respective teams
• Identify opportunities to ensure continued development and growth of team, working with the Trainer to address any areas of concern regarding the standard of product knowledge or customer service delivery
• Identify with HR on any training needs, specifically for soft skills for the retail team
  
   

Communication 

• Maintain effective, regular and brand’s appropriate communication with team and colleagues
• Conduct regular and structured meetings with peers to collectively review performance, identify opportunities, obtain feedback and implement actions
• Ensure all communications are read, shared and actioned in a timely manner to the team
  
   

Requirements:

• Previous multi-site management experience within customer service environment (ideally in a retail environment)
• Solid understanding of analysis and financial management
• Excellent organisational skills and demonstrated ability to multi-task and manage varying stakeholder requirements
• Demonstrated experience in the cultivation and enhancement of the customer experience
• Experience in coaching and developing staff and ability to drive commercial outcomes, creating an inclusive and psychologically safe work environment
• Demonstrated ability to utilise empathy to manage interpersonal relationships
• Open mindset and deep curiosity seeking to understand others, listen without judgement and act on diverse perspectives
• Strong communication and problem-solving skills
• Computer literacy encompassing strong familiarity with Microsoft Office including excel  

BTI Executive Search is an entity within the PERSOLKELLY company, a joint venture between PERSOL Group, and Kelly Services, Inc., forming one of the largest recruitment companies in the Asia Pacific and providing a full end to end workforce solutions for its clients and has operations in more than 13 countries in the same region.

BTI Executive Search, previously known as BTI Consultants, has been a market leader in Executive Search since 1982. As we believe that every leader must make a difference to drive positive change and optimal results to achieve organizational business goals, we adopt a holistic approach in sourcing and searching for quality leaders from acquisition to assimilation to engagement. Our suite of offerings includes talent mapping, succession planning, board consulting, global and regional executive hiring. Our borderless search operations and established network, spanning 6 countries, including Hong Kong, India, Indonesia, Malaysia, Singapore, and Thailand.

For more information, please visit

BTI Executive Search is an entity within the PERSOLKELLY company, a joint venture between PERSOL Group, and Kelly Services, Inc., forming one of the largest recruitment companies in the Asia Pacific and providing a full end to end workforce solutions for its clients and has operations in more than 13 countries in the same region.

BTI Executive Search, previously known as BTI Consultants, has been a market leader in Executive Search since 1982. As we believe that every leader must make a difference to drive positive change and optimal results to achieve organizational business goals, we adopt a holistic approach in sourcing and searching for quality leaders from acquisition to assimilation to engagement. Our suite of offerings includes talent mapping, succession planning, board consulting, global and regional executive hiring. Our borderless search operations and established network, spanning 6 countries, including Hong Kong, India, Indonesia, Malaysia, Singapore, and Thailand.

For more information, please visit

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