Retail Operations Executive

MAJOR RESPONSIBILITIES / ACTIVITIES OF THIS JOB (list not more than 10 items)

Store Operations Support

• Collaborate closely with Head of Retail, SEA and internal/external stakeholders to: -

Operational \& Administrative Support: Provide comprehensive management of store supplies, including the procurement and distribution of uniforms, packaging materials, monogram patches, and stationery to ensure seamless daily store operations Operational Audits : Conduct regular, documented store visits to ensure strict adherence to company policies, procedures, and brand presentation standards. Frontline Standards: Monitor and enforce staff compliance regarding customer service protocols, uniform policies, and grooming standards during store visits. Visual Merchandising: Perform visual checks to ensure seasonal sets are executed correctly and VM standards are maintained across all stores. Inventory Matters: Coordinate with logistics and warehouse teams on all logistics-related matters, including regular replenishment, stock take, discrepancy resolution, special shipments, and price adjustments. B2B sales operations : including product listing and pricing, quotation preparation, vendor code creation, price setup, logistics coordination, invoicing, and payment follow-up. * Perform ad hoc projects such as store openings, relocations, flash sales, and corporate sales events and tasks assigned by Head of Retail, SEA .

Performance Tracker \& System Supports* Monitor sales performance and productivity metrics to prepare commission and ad hoc incentive reports for management approval. * Manage retail and CS invoice processing via SAP and Docuware while coordinating system support across BI, POS, and CRM platforms to ensure data accuracy.

Customer Experience \& After-Sales Service* Track CRM results, client call lists, and ROI for marketing campaigns and loyalty initiatives * Support the implementation of customer engagement and loyalty initiatives, including client call lists, VIP events, CRM result tracking, and ROI analysis.

Support the Customer Service Manager by preparing monthly repair analysis, KPI reports, and repair incentive approvals for Malaysia. This includes conducting store checks for repair management and spare parts accuracy, managing billing/invoicing via SAP/Docuware, and maintaining the Repair-to-Sales Conversion report to identify revenue growth opportunities.

The Retail Operations Executive provides crucial support in managing the day-to-day operations of TUMI Malaysia retail, ensuring smooth store execution and operational efficiency.

Education

Higher Diploma / Degree in Business Administration or related discipline

Experience Requirements

• Minimum 3 years solid retail operations experience in a fast-paced environment, ideally in Retail /FMCG industry
• Strong understanding of retail KPIs, inventory management, and customer service

Good team player, committed, flexible, multi-tasking, and strong analytical skills Independent and able to work under pressure
*

Mobility/Travel

Regular store visits are a must

Computer Skills

Proficiency in SAP, Docuware and MS Office, especially Excel and PowerPoint

Language

• Good spoken and written English and Bahasa Malaysia. Mandarin will be added advantage