Retail Excellence Lead – Training, Merchandising & CX

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 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.