Commercial Excellence Lead

Coty; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

A leading beauty company in Kuala Lumpur is seeking a Senior Retail Manager to drive operational excellence and customer service in luxury retail. This role requires a minimum of 10 years in luxury retail team management and a strong commercial acumen. The ideal candidate will build relationships with key accounts and implement strategies to enhance business performance. Proven language skills in English, Malay, and Mandarin are essential.

Qualifications

• Minimum 10 years of experience in luxury retail management.
• High level of commercial acumen and drive for results.
• Proficiency in multiple languages (English, Malay, Mandarin).

Responsibilities

• Develop operational and store teams for service excellence.
• Create trust-based relationships with key clients.
• Own mid/long term commercial strategy.

Skills

Luxury retail team management

Commercial acumen

Analytical mind

Communication skills

Entrepreneurship mindset

Transformational leadership

English language proficiency

Malay language proficiency

Mandarin language proficiency

MS Office proficiency

Tools

MS Office

Job description

Coty is a world leader in beauty and home to an illustrious roster of cosmetic, skincare and fragrance brands. And our company has a mission: to challenge the definition of beauty, to encourage authenticity and celebrate diversity. Because to us at Coty, beauty is about inclusion and liberating everyone to shine in their unique way.

Responsibilities

1. Drive service and retail excellence:
   • Develop operational and store teams for service and retail excellence
   • Drive customer loyalty with effective CRM program, by analyzing data from EPOS and working closely with Marketing teams to drive higher productivity
   • Develop service quality and customer satisfaction
   • Implement effective commission and incentive schemes to drive right selling behaviours
   • Develop and coach Commercial team across all function to deliver commercial KPIs. Identify key talents within commercial team for further development for succession planning
2. Drive innovation and productivity aspirations
   • Develop and Implement retailer and door segmentation with corresponding business model strategy
   • Develop productivity road map to maximise staff and store productivity
   • Drive a culture that encourages continuous productivity and innovation acceleration
   • Identify new business opportunities across existing and new channels and follow through with business proposal development, business sizing and project planning
   • Initiate and execute new and different business retail and consumer-centric initiatives to accelerate retail sales, MS and ranking gain
3. Drive operational excellence
   • Be the point of ownership for all omni channel commercial KPI setting and updates
   • Develop operational plans to support achievement of business and financial KPI
   • Drive enterprise resource planning system
   • Evaluate financial performance and develop action plans
   • Evaluate processes to improve operational performance
4. Key account planning and management
   • Create trust-based business relationships with key clients
   • Expand the business relationships with present clients/ key accounts by continuously executing solutions that meet their business goals
   • Develop keen understanding of key clients’ marketplace, strategies, customer profile
   • Responsible for business development project, leading the PM request and alignment with Marketing team
5. Execution of 360 launch and animation strategy
   • Owns the omnichannel sales/event plan across all channels in the market, in line with the global promo guidelines / best practices
   • Collaborate and co-create with local marketing team to drive business KPIs – sales and profitability
   • Follow through on 360 plan and provide weekly commentaries, conduct post-mortem to measure effectiveness of 360 plan
   • Derive key learning from analyses to keep sharpening commercial frameworks and strategy planning

Requirements

• Minimum 10 years progressive experience of luxury retail team management, training and/or development in specialty stores, most recently at a senior level
• Prosses high level of commercial acumen, self- initiative, combined with a drive for results
• Good team player with proven ability to partner with business leaders and develop tactics to achieve sales and contribution objectives and the efficient use of the resources
• Excellence in analytical mind, communication and presentation skills
• Entrepreneurship mindset
• Growth mindset and transformational leadership in retail business
• Good command of written and spoken in English, Malay and Mandarin
• Proficiency in MS Office including Excel, Word and PowerPoint

Key Performance Indicator

• Own mid/long term commercial strategy to deliver market sales and margin
• Execute customer engagement strategy
• Responsible for sell-in (NR) and sell-out (Retail) sales plans, providing commercial analysis of trading performance (sales and profitability) in omni-channels
• Support execution of channel and retailer strategy and identify new commercial opportunities to maximise growth in all channels
• Drive retail excellence in stores and counters in areas of customer service and operational excellence
• To deliver successful commercial forward sales and event planning with accurate stock forecasting to support the plans
• This role is central to the entire commercial planning and development of the business and needs to be highly collaborative and work closely with key stakeholders