Objective / Purpose of the Job
We are a leading wholesaler, importer, supplier, and retailer of a wide range of products, from clothing to fashion accessories, IT gadgets to consumer electronics, household goods to kitchen appliances, office supplies to souvenirs, cosmetics to health supplements, and various food to non-food FMCG merchandise. With an established presence both online and offline, we are in the midst of executing an exciting growth plan. As the Assistant Manager of Retail Operations and Customer Service, he/she will be instrumental in driving continuous improvement and ensure we continue to meet customers’ expectations.
As the Assistant Manager of Retail Operations and Customer Service, he/she will be key to ensuring the consistency of the operations department and support in driving it forward. Team development will be a significant part of this role, ensuring the existing workforce, be it in-house, outsourced, or licensees’ personnel, can take on an increase in volume and bring in new skill sets as we continue to invest in new sites (both online and offline) and products. He/she will be creating a culture through empowering a continuous improvement mind-set and utilising change management to increase efficiency and quality.
Key Activities / Accountabilities
- Manage, review and further develop operational SOPs. Work closely with interdepartmental, inter-company teams to ensure operation processes are efficient. Identify and lead site Continuous Improvement initiatives. Implement and sustain operational best practice with quality in mind.
- Develop and embed store KPIs, aligning them with business growth objectives. Develop site ownership, aiming to increase site utilisation and performance. Ensure awareness of daily service levels for area of responsibility and a plan to achieve required service levels within the agreed timeframe.
- Utilise staff across the sites & assign the correct skills to support priority plans. Ensure efficient operation and control of site resources and make best use of skills vs priorities.
- Drive cost savings through efficient use of resources at his/her disposal. Understand operational risks and ensure that correct control measures are in place.
Customer Service Management
- Communicate changes in company policies and procedures.
- Learn about our products and provide accurate information about their features and pricing to our customers.
- Keep customers informed about the latest discounts and special offers. Cross-sell products as often as possible.
- Ensure shelves are continuously stocked. Monitor consumption patterns, minimize returns, and manage wastage.
- Gather customers’ feedback and analyse for quality improvements.
- Attend to customers’ enquiries and complaints, addressing and resolving them quickly and diplomatically
Merchandising Management
- Support ongoing CAPEX investment in line with budgetary and quality targets.
- Oversee order management, ensuring seamless end-to-end supply process.
- Manage and control merchandise performance, reviewing and tracking diligently to ensure the best merchandise mix that will delivery sales with optimal returns.
- Reduce waste across the sites by monitoring orders to ascertain each request is justified based on its consumption pattern.
Any other job or function that may be assigned by the Managing Director from time to time.
Preferred Qualifications, Experience and Skills
- Degree/diploma holder. Preferably in retail management, operations, or marketing.
- Minimum four (4) years’ experience in retail or sales operations management with proven track record in FMCG or retail industry. He/she should ideally have exposures in merchandising and customer service and have the character to build relationships that will truly deliver a win-win situation.
- Strong understanding of the retail sales process Good with numbers Knowledge of inventory stocking procedures Good with computers, especially MS Office (Word, Excel, PowerPoint, Outlook)
- Ability to clearly and consistently work side-by-side with a broad range of seniorities and functions to deliver against complex initiatives and complete them on-time, on-budget, and over target
- Ability to operate both at the strategic and tactical levels
- Analytical, entrepreneurial, and result-focused
- Ability to pivot quickly and react effectively to real-time situation
- Ability to manage customer relationships
- Proficiency in spoken and written English required
- Proficiency in spoken Chinese (Mandarin, Cantonese, etc.), spoken and written Malay highly desirable
