Cluster Manager, Malaysia Optical

A-Look Eyewear Sdn Bhd; Selangor; On-site; MYR 89,000 - 167,000; Full time

Job summary

A-Look Group of Companies in Malaysia seeks a Cluster Manager to drive sales across its stores and ensure consistent execution of business priorities.

You will coach Store Leaders, monitor performance metrics, and oversee store readiness, while upholding high customer service standards and regulatory compliance across the cluster.

Qualifications

• Strong retail leadership experience in multi-store environment.
• Proven ability to coach and develop Store Leaders.
• Solid understanding of retail KPIs and operational controls.

Responsibilities

• Drive sales and business performance across stores in the cluster.
• Monitor KPIs like conversion rate, AUR, and product/category performance.
• Coach Store Leaders and ensure timely corrective actions.
• Ensure SOPs and retail standards are followed across all stores.
• Oversee store openings, renovations, relocations and closures within the cluster.
• Provide regular performance updates to the Area Manager and HQ.
• Maintain clear two-way communication between HQ and Store Leaders.

Job description

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 200,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.

Your Role

The Cluster Manager is a hands-on and results-driven leader responsible for driving business performance, operational excellence, and consistent execution within an assigned cluster in Malaysia.

This role requires a strong retail leader who can drive sales through translating strategies and business priorities into effective store-level execution while maintaining high standards of customer service and operational discipline. The Cluster Manager is responsible for coaching and supporting Store Leaders, closely monitoring store performance, and ensuring timely corrective actions are implemented to achieve business objectives.

The Cluster Manager serves as the key operational link between the HQ, Area Manager and Store Leaders, ensuring clear communication, consistent execution, and timely escalation of business, people, and operational matters.

Responsibilities

Sales & Business Performance

Drive the execution of business plans and commercial priorities across stores within the assigned cluster.

Monitor store performance against sales targets and key retail KPIs, including conversion rate, AUR, second pair sales, and product/category performance.

Identify performance gaps at store level and work closely with Store Leaders to implement clear and timely corrective action plans.

Conduct regular follow-ups with Store Leaders to ensure agreed actions are effectively executed and delivering the intended results.

Drive consistent execution of promotional campaigns, incentive programs, product launches, and other commercial initiatives across the cluster.

Operational Excellence

Ensure consistent execution of operational standards across all stores, maintaining efficient and quality sales engagement process.

Conduct daily store visits and operational checks to ensure adherence to Standard Operating Procedures (SOPs), company policies, and established retail standards.

Monitor store readiness including manpower deployment, stock availability, visual merchandising, housekeeping, equipment, and overall store condition.

Support Store Leaders in resolving day-to-day operational challenges and ensure timely follow-up and closure of identified issues.

Support the Area Manager in the execution of new store openings, renovations, relocations, and closures, ensuring store-level operational and manpower readiness.

Ensure stores comply with all relevant local retail and optical/clinical regulatory requirements in Malaysia and elevate significant compliance concerns to the Area Manager.

Act as the first point of escalation for operational matters that cannot be resolved at store level, escalating significant or recurring issues to the Area Manager where required.

Provide regular hands-on coaching and guidance to Store teams to strengthen store leadership, team performance, and execution standards.

Ensure Store teams have clear understanding of their sales targets, KPIs, operational priorities, and expected standards of execution.

Conduct regular store visits to observe team performance, identify capability gaps, and provide practical feedback and coaching.

Support Store Leaders in managing team performance, attendance, discipline, productivity, and engagement.

Monitor manpower requirements across the cluster and highlight vacancies, shortages, or deployment concerns to the Area Manager.

Support the Area Manager in identifying high-potential employees and potential Store Leaders within the cluster.

Ensure relevant training, product knowledge, and business updates are effectively communicated and reinforced at store level.

Maintain clear and consistent two-way communication between HQ and Store Leaders, ensuring business direction is translated into actionable store-level priorities.

Customer Experience

Ensure stores consistently deliver high standards of customer service and optical retail experience.

Monitor customer feedback and service issues across the cluster, identifying recurring gaps and ensuring appropriate corrective actions are implemented.

Support Store Leaders in resolving escalated customer complaints and service recovery cases.

Escalate complex, sensitive, or high-risk customer matters to the Area Manager where necessary.

Reinforce consistent standards in customer consultation, selling, dispensing, and after-sales service across all stores.

Reporting & Analysis

Monitor and review key retail performance metrics across the cluster, including sales performance, conversion rate, AUR, product mix, second pair sales, lab rejects, and other relevant operational indicators.

Identify store-level performance gaps and provide Store Leaders with clear actions and follow-up requirements.

Track the progress and completion of store action plans, ensuring accountability and timely execution.

Provide regular performance updates to the Area Manager, highlighting key results, performance gaps, operational issues, actions taken, and areas requiring further support.

Consolidate store feedback and field observations to provide the Area Manager with timely insights on business performance, customer trends, people matters, and operational challenges.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Cluster Manager?

A-Look Group of Companies are known for their transparency policy regarding prices, high quality ranges of eyewear, and making products that are relatable for a variety of demographics.

We carry 3 distinct and conceptual brands that are designed to cater to individuals of different lifestyles. Our brands include A-LOOK Eyewear, SEEN Eyewear and O.W.L Eyewear.

The company experienced breakthrough into the industry with the company’s policies towards open display frames and the affordable pricing in an era when eyewear is perceived expensive accessories. We have developed and enjoyed success through a wide array of awards to date.

With a team of innovative and creative individuals, A-Look Group of Companies is still looking to expand its brands across the country. We do not plan to stop moving towards where we want to be and we believe that you could be the one to join us on this amazing journey!

A-Look Group of Companies are known for their transparency policy regarding prices, high quality ranges of eyewear, and making products that are relatable for a variety of demographics.

We carry 3 distinct and conceptual brands that are designed to cater to individuals of different lifestyles. Our brands include A-LOOK Eyewear, SEEN Eyewear and O.W.L Eyewear.

The company experienced breakthrough into the industry with the company’s policies towards open display frames and the affordable pricing in an era when eyewear is perceived expensive accessories. We have developed and enjoyed success through a wide array of awards to date.

With a team of innovative and creative individuals, A-Look Group of Companies is still looking to expand its brands across the country. We do not plan to stop moving towards where we want to be and we believe that you could be the one to join us on this amazing journey!

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