Customer Service & Support Jobs in Kuala Lumpur, Malaysia (Now Hiring) — 1,193 open — Page 8

Job Requisition ID: 176870 

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview Of The Role:

• The Store Manager is accountable for consistent operational excellence, complete P&L responsibility, and ensuring brand compliance. They create an environment promoting brand values, teamwork, and exceptional customer service. Key responsibilities include driving sales performance, maintaining operational standards, ensuring compliance, and leading the store team to meet performance targets.

What You Will Do:

Sales

• Lead by example in customer service, ensuring standards reflect a strong brand image.
• Review and analyze sales figures to identify opportunities for performance improvement.
• Challenge the team to enhance performance using relevant retail metrics.
• Engage with department colleagues to support local opportunities for sales growth.
• Analyze competition and exploit opportunities at the store level.
• Drive conversion, average basket, UPT, and maximize sales.

Commercial & Visual

• Implement store standards and events with a commercial focus.
• Challenge direct reports on product presentation adhering to brand guidelines.
• Ensure VM elements create customer awareness of different product lines.
• Benchmark store standards with peers and competitors to create an aspirational shopping environment.

Stock Management

• Ensure compliance with SOP in all stock management matters.
• Coordinate with the Commercial and Merchandising team to maintain top sellers in stock.
• Regularly review top and bottom-selling lines to maximize sales.
• Identify stock management risks and initiate corrective action.

Service

• Role model high service standards, prioritizing customer satisfaction.
• Respond to customer complaints efficiently.
• Actively seek customer feedback to drive service improvements.
• Include service training as a core component from induction to advanced staff training.
• Analyze Mystery Shop reports and create action plans for service enhancement.

Standards

• Ensure compliance with legal requirements across the store.
• Conduct store self-assessments and implement audit action plans.
• Maintain a safe store environment through regular Health & Safety audits.
• Train section managers for duty manager roles and major incident management.

Loss & Prevention

• Ensure cash management procedures are followed strictly by cashiers.
• Conduct routine checks for stock and security adherence.
• Evaluate stock take results for potential theft and implement preventive measures.

People

• Implement company policies for managing employee issues and succession planning.
• Engage regularly with employees to promote communication and involvement.
• Develop a succession plan that aligns with regional goals.
• Focus on strategic recruitment with HR to maintain FTE levels.
• Recognize and reward performance regularly.
• Ensure direct reports have SMART objectives and development plans.

Costs Control

• Optimize FTE usage to maintain productivity and profitability.
• Drive accuracy in managing stock systems and processes to achieve shrinkage targets.
• Develop and implement a Cost Improvement action plan for the store.

Required Skills To Be Successful:

• Strong leadership and team management abilities.
• Proven experience and success in retail sales management.
• Excellent communication and interpersonal skills.
• Ability to work towards set targets and KPIs with motivation.

What Qualifies You For The Role:

• Graduate degree required.
• Minimum of 8 years of relevant experience in retail management.
• Experience with and passion for fashion brands.
• Strong commercial acumen and leadership skills.
• Excellent communication and interpersonal skills.
• Proven ability to motivate teams and meet KPIs.
• Critical thinking and problem-solving skills.

About Al-Futtaim Retail

Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencer’s in both regions with over 75 stores offering both fashion & food options.
 
Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference…