Field Operation Manager

The SWATCH Group; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global retail brand in Kuala Lumpur is seeking a dynamic Store Manager with a strong focus on sales and customer experience. You will provide hands-on coaching to store teams, analyze sales data for performance improvement, and lead store managers in developing their leadership skills. Ideal candidates should demonstrate proven experience in retail management, strong analytical capabilities, and a commitment to upholding brand standards. This role requires a passion for developing teams and enhancing operational efficiency.

Qualifications

• Proven experience in retail management or similar sales-driven environment.
• Strong analytical skills to track and improve sales performance.
• Ability to coach and develop teams effectively.

Responsibilities

• Provide coaching to store teams to improve sales productivity.
• Ensure consistent delivery of the customer experience across all stores.
• Lead and develop store managers to strengthen leadership capabilities.
• Conduct routine store visits to ensure compliance with standards.
• Act as support for Store Managers in operations and staffing.

Skills

Coaching

Sales analysis

Customer service

Leadership development

Operational compliance

Reporting

Job description

Job description

What You'll Be Doing

Sales & Business Performance

• Provide regular, hands‑on coaching to store teams to improve sales productivity and achieve sales target.
• Analyze sales data, identify performance gaps, and implement action plans to drive improvements.

Customer Experience & Brand Standards

• Ensure stores consistently deliver the Swatch customer experience.
• Monitor and address customer service issues, implementing improvements where necessary.
• Uphold brand presentation standards, particularly in store environment and visual merchandising.

People Development & Leadership

• Lead, coach, and develop store managers and assistant managers to strengthen leadership capabilities.
• Identify training needs and work with Swatch Trainer and/or HR to implement effective training programs.
• Drive succession planning and talent pipeline development for future store leaders.
• Foster a strong performance‑driven culture aligned with Swatch’s values.

Operational Excellence & Compliance

• Ensure all stores consistently follow retail SOPs, visual merchandising standards, and stock control procedures.
• Conduct routine store visit and audits, identify issues, and follow up on corrective actions.
• Support smooth execution of new launches, campaigns, and store‑level initiatives.

Store Support

• Act as the go‑to person for Store Managers offering support in operations, staffing, and service‑related challenges.
• Step in to support store operations during peak periods or temporary vacancies, if needed.

Reporting

• Gather business intelligence from various sources, and the respective comments / complaints for analysis and reporting.
• Prepare and submit reports as required by the Brand HQ, Management and departments on time.

Strategic Projects & Expansion

• Support new store openings, relocations, or refurbishments, ensuring smooth execution.
• Participate in strategic initiatives to enhance operational efficiency and customer experience.
• Provide market insights to support business planning and expansion in Malaysia.