Retail Excellence

Carousell; Jakarta Pusat; On-site; IDR 90,000,000 - 130,000,000; Full time

Job summary

Carousell Group (Maujual) seeks a Retail Excellence professional to drive offline store standards across its Indonesian network. You will lead training, development, and visual merchandising, conduct store audits, and promote best practices to ensure a consistent, customer-first experience.

You will develop SOPs, monitor KPIs, and collaborate with Marketing, HR, and Operations to improve service delivery and store performance.

Qualifications

• Bachelor's degree in Business Management, Retail Management, Marketing, or related field.
• 2–4 years of experience in Retail Operations, Retail Excellence, Training & Development, Visual Merchandising, or Customer Experience.
• Experience managing or supporting multiple retail outlets is preferred.
• Strong understanding of retail operations, customer service standards, and store execution.
• Good communication, presentation, and training skills.
• Strong analytical and problem-solving abilities, with attention to detail.
• Ability to conduct regular store visits and work closely with frontline employees.
• Proactive, hands-on, and comfortable working in a fast-paced and growing retail environment.
• Strong interpersonal skills with the ability to influence and drive improvements across different store teams.

Responsibilities

• Training & Development: Develop and implement training programs for store employees, including product knowledge, customer service, sales techniques, and operational procedures.
• Conduct regular training sessions, coaching, and on-the-job development for store teams.
• Develop training materials, guidelines, and assessment tools to measure employee competency.
• Identify skill gaps and create development plans to improve individual and store performance.
• Support onboarding and training programs for new store employees.
• Visual Merchandising & Store Standards: Develop and implement visual merchandising guidelines to ensure consistent brand presentation across all stores.
• Ensure product displays, store layouts, promotional materials, signage, and branding are properly executed.
• Conduct regular reviews of store appearance and identify opportunities to improve store presentation.
• Work closely with Marketing and Operations teams to execute in-store campaigns and promotional activities.
• Ensure all stores maintain a clean, organized, attractive, and customer-friendly environment.
• Store Audit & Operational Excellence: Develop and conduct regular store audits to evaluate compliance with company standards, SOPs, and operational procedures.
• Monitor store discipline, employee grooming, cleanliness, product handling, and service standards.
• Identify operational gaps, document audit findings, and develop corrective action plans with store teams.
• Monitor the implementation and effectiveness of improvement initiatives.
• Establish standardized checklists and evaluation frameworks to maintain consistent execution across the store network.
• Customer Experience & Service Excellence: Develop and maintain customer service standards to ensure a consistent customer experience across all stores.
• Evaluate the customer journey, from store arrival and product consultation to transaction completion and after-sales service.
• Monitor customer feedback, complaints, reviews, and satisfaction indicators to identify improvement opportunities.
• Develop initiatives to improve customer satisfaction, service quality, and customer loyalty.
• Work with Store Operations to address recurring customer pain points and improve service delivery.
• Performance Monitoring & Continuous Improvement: Establish and monitor Retail Excellence KPIs, including training effectiveness, store audit scores, visual merchandising compliance, and customer satisfaction.
• Analyze store performance and identify recurring issues or best practices that can be replicated across the network.
• Develop action plans and improvement initiatives based on store observations and performance data.
• Conduct regular store visits to ensure standards are consistently implemented.
• Prepare regular reports and updates for management on retail standards, improvement progress, and key findings.
• Cross-functional Collaboration: Work closely with Retail Operations, Business Development, Marketing, and HR teams to ensure alignment in retail execution.
• Support new store openings by ensuring store readiness, employee training, visual merchandising, and operational standards are properly implemented.
• Collaborate with relevant teams to develop and improve retail SOPs, guidelines, and operational processes.
• Share insights and recommendations to continuously improve the overall retail business.

Skills

Communication skills

Presentation skills

Training skills

Analytical skills

Problem-solving

Attention to detail

Interpersonal skills

Influencing & driving improvements

Fast-paced adaptability

Frontline collaboration

Education

Bachelor's degree in Business Management, Retail Management, Marketing, or related field

Job description

Carousell Groupis the leading multi-category platform for secondhand in Greater Southeast Asia on a mission to make secondhand the first choice. Founded in August 2012 in Singapore, the Group has a leading presence in seven markets under the brands Carousell, Carousell Media Group, Cho Tot, Laku6, LuxLexicon, Mudah.my, OneShift, REFASH and Revo Financial, serving tens of millions of monthly active users. Carousell is backed by leading investors including Telenor Group, Rakuten Ventures, Naver, STIC Investments, 500 Global and Peak XV Partners (formerly known as Sequoia Capital India). Visit here for more information.

Laku6is the leading AI-first end-to-end electronics recommerce platform in Indonesia where our technology has helped over 500,000 users sell their gadgets directly for cash or via Trade-In with leading eCommerce Partners. Laku6 is part of Carousell Group, the leading multi-category platform for secondhand in Greater Southeast Asia on a mission to make secondhand the first choice. Founded in August 2012 in Singapore, the Group has a leading presence in seven markets under the brands Carousell, Carousell Media Group, Cho Tot, Laku6, LuxLexicon, Mudah.my, OneShift, REFASH and Revo Financial, serving tens of millions of monthly active users. Carousell is backed by leading investors including Telenor Group, Rakuten Ventures, Naver, STIC Investments, 500 Global and Peak XV Partners (formerly known as Sequoia Capital India).

Visit www.laku6.com for more information.

Job Description

Responsible for driving retail excellence across all Maujual offline stores by ensuring consistent store standards, operational discipline, employee capabilities, and customer experience. This role focuses on developing retail teams, implementing visual merchandising standards, conducting store audits, and driving continuous improvements to ensure every store delivers a consistent, professional, and customer-centric experience.

Responsibilities

1. Training & Development

Develop and implement training programs for store employees, including product knowledge, customer service, sales techniques, and operational procedures.

Conduct regular training sessions, coaching, and on-the-job development for store teams.

Develop training materials, guidelines, and assessment tools to measure employee competency.

Identify skill gaps and create development plans to improve individual and store performance.

Support onboarding and training programs for new store employees.

2. Visual Merchandising & Store Standards

Develop and implement visual merchandising guidelines to ensure consistent brand presentation across all stores.

Ensure product displays, store layouts, promotional materials, signage, and branding are properly executed.

Conduct regular reviews of store appearance and identify opportunities to improve store presentation.

Work closely with Marketing and Operations teams to execute in-store campaigns and promotional activities.

Ensure all stores maintain a clean, organized, attractive, and customer-friendly environment.

3. Store Audit & Operational Excellence

Develop and conduct regular store audits to evaluate compliance with company standards, SOPs, and operational procedures.

Monitor store discipline, employee grooming, cleanliness, product handling, and service standards.

Identify operational gaps, document audit findings, and develop corrective action plans with store teams.

Monitor the implementation and effectiveness of improvement initiatives.

Establish standardized checklists and evaluation frameworks to maintain consistent execution across the store network.

4. Customer Experience & Service Excellence

Develop and maintain customer service standards to ensure a consistent customer experience across all stores.

Evaluate the customer journey, from store arrival and product consultation to transaction completion and after-sales service.

Monitor customer feedback, complaints, reviews, and satisfaction indicators to identify improvement opportunities.

Develop initiatives to improve customer satisfaction, service quality, and customer loyalty.

Work with Store Operations to address recurring customer pain points and improve service delivery.

5. Performance Monitoring & Continuous Improvement

Establish and monitor Retail Excellence KPIs, including training effectiveness, store audit scores, visual merchandising compliance, and customer satisfaction.

Analyze store performance and identify recurring issues or best practices that can be replicated across the network.

Develop action plans and improvement initiatives based on store observations and performance data.

Conduct regular store visits to ensure standards are consistently implemented.

Prepare regular reports and updates for management on retail standards, improvement progress, and key findings.

6. Cross-functional Collaboration

Work closely with Retail Operations, Business Development, Marketing, and HR teams to ensure alignment in retail execution.

Support new store openings by ensuring store readiness, employee training, visual merchandising, and operational standards are properly implemented.

Collaborate with relevant teams to develop and improve retail SOPs, guidelines, and operational processes.

Share insights and recommendations to continuously improve the overall retail business.

Qualifications

Requirements & Qualifications

Bachelor's degree in Business Management, Retail Management, Marketing, or a related field.

2–4 years of experience in Retail Operations, Retail Excellence, Training & Development, Visual Merchandising, or Customer Experience.

Experience managing or supporting multiple retail outlets is preferred.

Strong understanding of retail operations, customer service standards, and store execution.

Good communication, presentation, and training skills.

Strong analytical and problem-solving abilities, with attention to detail.

Ability to conduct regular store visits and work closely with frontline employees.

Proactive, hands-on, and comfortable working in a fast-paced and growing retail environment.

Strong interpersonal skills with the ability to influence and drive improvements across different store teams.