CCTV Manager

Al-Ikhsan Sports Sdn Bhd; Petaling Jaya; On-site; MYR 90,000 - 180,000; Full time

Job summary

Al-Ikhsan Sports Sdn Bhd is seeking a hands-on Manager – Retail CCTV Performance & Customer Experience to lead a team of eight CCTV Monitoring Team Members across our outlet network.

This role uses CCTV as a retail performance tool rather than security surveillance, to identify gaps in customer service, selling-floor discipline, staff deployment and operational execution, and to ensure prompt corrective action.

Qualifications

• Diploma or Degree in Retail Management, Business Administration, Operations Management or a related discipline.
• Approximately 5–8 years' experience in retail operations, retail compliance, loss prevention, customer experience or store performance, including supervisory or managerial responsibility.
• Experience managing a team and setting daily performance priorities.
• Strong observation and analytical skills.

Responsibilities

• Manage the daily CCTV monitoring programme across assigned retail outlets.
• Establish clear monitoring schedules, outlet coverage and priorities for the CCTV team.
• Review the quality and consistency of observations made by the eight team members.
• Ensure monitoring focuses on critical customer-facing behaviours and selling-floor engagement.
• Escalate significant findings promptly to Retail Operations for immediate action.
• Coach team members and calibrate observations for accuracy and consistency.
• Produce concise daily, weekly and monthly management reports and dashboards.

Skills

Retail behaviour

Analytical skills

Strong communication

Education

Diploma or Degree in Retail Management, Business Administration, Operations Management or a related discipline

Tools

Excel

PowerPoint

Reporting/dashboard tools

Job description

We are looking for a hands‑on and commercially minded Manager – Retail CCTV Performance & Customer Experience to lead a team of eight CCTV monitoring personnel responsible for observing day‑to‑day retail floor activities across our outlet network.

This is not primarily a security surveillance role.

The key objective of the position is to use CCTV monitoring as a retail performance improvement tool — identifying gaps in customer service, selling‑floor discipline, staff deployment, visual merchandising and operational execution, and ensuring that corrective action is taken quickly.

The successful candidate will work closely with Retail Operations to ensure that customers entering our stores receive the level of service, attention and shopping experience expected of our brand.

Key Responsibilities

You will lead, coach and manage a team of 8 CCTV Monitoring Team Members, ensuring that outlet monitoring is systematic, objective and focused on areas that directly affect the customer experience and sales performance.

Key responsibilities include:

Manage the daily CCTV monitoring programme across assigned retail outlets.

Establish clear monitoring schedules, outlet coverage and priorities for the CCTV team.

Review the quality and consistency of observations made by the eight team members.

Ensure monitoring focuses on critical customer‑facing behaviours, including:

customers entering an outlet without being approached or acknowledged;

staff failing to attend to customers requiring assistance;

customers browsing without appropriate staff engagement;

insufficient or no staff presence on the selling floor;

staff gathering in the backroom, storeroom or other non‑selling areas while customers are on the sales floor;

merchandise or displays not being corrected after customers have handled or displaced products;

poor housekeeping or presentation affecting the shopping environment;

staff inactivity or behaviours inconsistent with expected retail service standards;

missed opportunities to engage, assist and convert walk‑in customers.

Identify recurring behavioural and operational patterns by outlet, Store Manager, region or team.

Ensure significant findings are escalated promptly to the relevant Retail Operations personnel for immediate corrective action.

Follow up on previously identified issues to determine whether corrective action has actually been implemented.

Work closely with Area Managers, Store Managers and Retail Operations leaders to improve outlet execution.

Conduct regular calibration sessions with the CCTV team to ensure observations are factual, consistent and supported by CCTV evidence.

Coach team members on how to distinguish between isolated incidents and recurring performance issues.

Review daily CCTV reports before submission to management.

Produce concise daily, weekly and monthly management reports highlighting:

major observations;

repeat offenders or repeat outlet issues;

customer‑service gaps;

selling‑floor manpower concerns;

visual merchandising and housekeeping issues;

corrective actions taken;

outstanding matters requiring Operations intervention.

Develop performance dashboards and trend analysis to identify outlets requiring additional attention.

Recommend improvements to store routines, staff deployment and customer‑service practices based on CCTV findings.

Ensure CCTV observations are handled professionally, confidentially and objectively.

Maintain proper documentation and evidence where matters may require further management or disciplinary review.

The existing controller role already incorporates monitoring assigned outlets to ensure compliance with company policies, together with daily reporting and CCTV‑related operational responsibilities. This Manager position will take that monitoring capability further by converting observations into retail performance intervention and measurable improvement.

What Success Looks Like

The Manager will be expected to demonstrate measurable improvement in areas such as:

increased staff presence on the selling floor;

faster customer acknowledgement and engagement;

improved selling‑floor discipline;

better maintenance of displays and merchandising standards;

reduction in repeated CCTV findings;

faster closure of corrective actions;

improved compliance by Store Managers and outlet teams;

contribution towards improved sales conversion and outlet performance.

Requirements

We are looking for someone who understands retail behaviour, not merely CCTV equipment.

Ideally, you will have:

Diploma or Degree in Retail Management, Business Administration, Operations Management or a related discipline.

Approximately 5–8 years' experience in retail operations, retail compliance, loss prevention, customer experience or store performance, including supervisory or managerial responsibility.

Experience managing a team and setting daily performance priorities.

Strong understanding of retail‑floor operations and customer‑service standards.

Ability to identify poor selling behaviours and operational gaps quickly.

Strong observation and analytical skills.

Ability to interpret CCTV observations objectively and convert findings into clear operational actions.

Strong report‑writing and presentation skills.

Good working knowledge of Excel, PowerPoint and reporting/dashboard tools.

Ability to communicate firmly and professionally with Store Managers, Area Managers and senior Operations personnel.

Strong follow‑through and ability to ensure corrective actions are closed.

High level of integrity, confidentiality and professional judgement.

The Candidate We Want

You should be someone who can watch an outlet for a few minutes and quickly recognise whether the team is:

serving customers, selling, maintaining the store and creating the right shopping experience — or simply being present at work.

You must be comfortable challenging poor execution, identifying recurring patterns and working with Operations to ensure issues are corrected rather than merely reported.

Most importantly, you must understand that the purpose of CCTV monitoring is not simply to identify mistakes.

The objective is to improve what happens on the selling floor, enhance the customer's retail experience and support stronger sales performance.