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Subang Jaya

    Manager – Retail Operations - Petaling Jaya, Malaysia, Selangor - Oleap

    Oleap
    Oleap Petaling Jaya, Malaysia, Selangor

    Found in: Foundit MY A2 - 4 days ago

    Default job background
    Full time
    Description

    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 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 Manager of 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.

    Retail Operations Management

    • 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.
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