Assistant Retail Operations Manager

Ecco Malaysia; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading retail company in Kuala Lumpur is seeking an Assistant Operations Manager to enhance retail operations and drive sales performance. The role involves analyzing KPIs, collaborating with store teams, and ensuring compliance with brand standards. Ideal candidates should have a Bachelor's degree and 2-4 years of retail management experience. Strong coaching and people management skills are essential, along with proficiency in Microsoft Office. The company values a passionate approach to team performance and customer service.

Qualifications

• Bachelor’s degree in any field; business knowledge and retail math are advantages.
• 2–4 years’ experience as an Area Manager or Assistant Retail Operations Manager.
• Strong sales drive and results-oriented mindset.
• Passion for people development.

Responsibilities

• Support customer service excellence and operational efficiency.
• Analyze sales results, KPIs, and recommend improvements.
• Collaborate with cross-functional teams to support all stores.
• Support the sales team through coaching and training.

Skills

Coaching

Team-building

People management

Sales performance

Communication skills

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

About the Role

The Assistant Operations Manager supports the day-to-day retail operations of ECCO Malaysia and plays a key role in driving sales performance. This role assists in analysing retail KPIs, executing retail initiatives, supporting store teams, and maintaining ECCO’s premium brand standards.

Key Responsibilities

• Support customer service excellence and operational efficiency.
• Assist in setting and monitoring sales targets and POS performance.
• Compile and analyse sales results, KPIs, and competitor activities to recommend improvements.
• Collaborate with cross-functional teams to support all stores.
• Assist in stock level management and ensure timely replenishment.
• Ensure stores comply with ECCO SOPs and landlord requirements.
• Uphold ECCO’s premium brand image through VM, store presentation, and service standards.

Store Operations

• Support store VM, team grooming, and store upkeep.
• Assist in implementing SOPs and ensuring compliance.
• Participate in recruitment, stock-take, and day-to-day store operations.
• Handle escalated customer complaints and after-sales matters.
• Optimise duty rosters for efficiency and cost control.
• Liaise with HR, Marketing, Logistics, IT, Customer Service, and Finance for smooth operations.

People Development

• Ensure teams follow service standards and SOPs.
• Assist in motivating, coaching, and developing the sales team.
• Conduct regular store visits to guide on VM, sales techniques, and customer service.
• Work with Training Manager to execute product and skills training.
• Support performance reviews, goal setting, and career development.
• Manage manpower planning, OT submissions, and incentives.
• Keep teams informed of promotions and ensure proper execution.
• Troubleshoot and resolve operational issues.

Sales Team Management

• Reinforce service standards and SOPs on the sales floor.
• Drive team productivity through coaching and regular engagement.
• Contribute insights for long-term sales planning.
• Ensure clear communication on VM, sales techniques, and customer service.
• Support bi-annual staff appraisals.
• Strengthen teamwork and relationships with sales promoters.

Others

• Maintain good relationships with landlords and external partners.
• Participate in marketing activities and roadshows.
• Assist in exploring new store opportunities.
• Represent ECCO as a brand ambassador.

Job Requirements

Education & Experience

• Bachelor’s degree in any field (business knowledge and retail math are advantages).
• 2–4 years’ experience as an Area Manager or Assistant Retail Operations Manager.
• Strong sales drive, sense of urgency, and results-oriented mindset.
• Passion for people development and team performance.

Skills & Competencies

• Strong coaching, team-building, and people management skills.
• Energetic, proactive, and customer-focused.
• Able to drive sales performance.
• Proficient in Microsoft Office.
• Good communication skills in English; additional local languages a plus.