Customer Experience Manager

Valiram; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

Valiram in Kuala Lumpur, Malaysia, leads luxury retail experiences with a focus on outstanding customer service and premium brand presentation.

The role involves guiding the sales floor, developing high-performing teams, and partnering with the Store Manager to strengthen store performance while delivering memorable experiences for every customer.

Qualifications

• Experience in premium luxury fashion, beauty or lifestyle retail.
• Proven track record leading and developing retail sales teams.
• Strong ability to drive sales performance and deliver outstanding customer service.
• Confident coaching, performance management and development of high‑performing teams.
• Excellent communication, leadership and interpersonal skills.
• Strong commercial awareness and ability to prioritize store tasks.
• Customer-focused and results-driven with passion for retail experiences.

Responsibilities

• Lead the sales floor and drive individual and team sales performance.
• Deliver exceptional and memorable customer experiences.
• Role model best-in-class selling behaviours and service standards.
• Develop short- and long-term strategies to drive top-line sales and store profitability.
• Lead, coach and inspire associates to achieve their potential and sales goals.
• Build product knowledge and selling capabilities across the team.
• Manage recruitment, onboarding, training, performance management and succession planning.
• Drive employee engagement, development and retention.
• Support Store Manager in overall store management.
• Maintain inventory integrity and oversee stock counts and loss prevention.
• Ensure merchandising standards are strong and alignment with brand.

Skills

Retail leadership

Sales performance

Customer service

Coaching

Communication

Team development

Merchandise presentation

Inventory management

Job description

Valiram was established in 1935 in Kuala Lumpur, Malaysia, originally specializing in the textile trade. Today, Valiram is Southeast Asia's leading luxury goods and 360° retail specialist with presence in Malaysia, Singapore, Indonesia, Australia, New Zealand, Thailand, Hong Kong, Macau, Vietnam and the Philippines.

Operating more than 500 stores, a number which continues to grow, the group represents in excess of 200 brands across various categories, from fashion and accessories, timepieces and jewelry, perfume and cosmetics to confectionery and dining concepts.

Learn more about us at www.valiram.com

Position Summary

Lead the customer experience on the sales floor by driving sales performance, developing high-performing teams and delivering exceptional service standards. Partner closely with the Store Manager to strengthen store performance while creating memorable experiences for every customer.

Key Responsibilities:

Customer Experience & Sales

• Lead the sales floor and drive individual and team sales performance.
• Deliver exceptional and memorable customer experiences.
• Role model best-in-class selling behaviours and service standards.
• Develop short- and long-term strategies to drive top-line sales and maximize store profitability.
• Lead, coach and inspire associates to achieve their individual potential and sales goals.
• Build strong product knowledge and selling capabilities across the team.
• Manage the talent lifecycle of direct reports, including recruitment, onboarding, training, performance management and succession planning.
• Drive employee engagement, development and retention.

Store Leadership & Operations

• Support the Store Manager in the overall management of the store.
• Assume store leadership responsibilities in the absence of the Store Manager.
• Manage competing priorities within a fast-paced, high-volume retail environment.
• Ensure retail and operational standards are consistently maintained.
• Maintain strong merchandise presentation standards across the sales floor.
• Ensure inventory integrity and support stock-loss prevention.
• Oversee stock counts and ensure accurate inventory management.
• Partner with the team to maintain an engaging and commercially effective store environment.

Key Requirements:

• Strong experience in retail, preferably within premium, luxury, fashion, beauty or lifestyle brands.
• Proven experience leading and developing retail sales teams.
• Strong track record in driving sales performance and delivering excellent customer service.
• Confident in coaching, performance management and developing high-performing teams.
• Strong commercial awareness with the ability to manage store priorities in a fast-paced environment.
• Excellent communication, leadership and interpersonal skills.
• Customer-focused, results-driven and passionate about creating exceptional retail experiences.