Head of CelcomDigi Lifestore (Flagship)

CelcomDigi; Subang Jaya; On-site; MYR 250,000 - 300,000; Full time

Job summary

A leading telecommunications company in Malaysia seeks a Head of Flagship Stores to provide leadership and optimize performance across its retail locations. The role focuses on delivering exceptional customer experiences and managing commercial performance. Ideal candidates will have 8-10 years of retail management experience, preferably in telecom or electronics, and possess a strong understanding of retail technologies. The company emphasizes a customer-centric approach and excellence in service delivery.

Qualifications

• 8–10+ years of retail management experience, preferably with telco or electronics.
• Strong understanding of telecom products and retail technology.
• Excellent communication and stakeholder-management skills.

Responsibilities

• Develop and execute flagship retail strategy aligned with brand objectives.
• Ensure high-quality customer journeys and manage escalations.
• Drive optimal profitability of flagship stores.

Skills

Retail management

Leadership

Commercial acumen

Customer-centric mindset

Data-driven decision making

Education

Bachelor’s degree in Business, Retail Management, Marketing

Job description

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The Head of Flagship Stores is responsible for the end-to-end leadership, performance, and brand execution of flagship retail locations. This role ensures each store delivers exceptional customer experiences, drives premium product and service adoption, showcases the company’s or partner’s latest technology, and sets the standard for operational excellence across the retail network. The role requires strong commercial acumen, people leadership, creativity and innovative mindset, and the ability to translate brand and sales strategies into outstanding in-store experiences.

Key Responsibilities

• Develop and execute the flagship retail strategy in alignment with overall retail and brand objectives.
• Position flagship stores as innovation and experience hubs for the company.
• Drive cross-functional partnerships with Sales & Retail, Consumer Business, Enterprise Business, Innovation, CX, and other relevant divisions.
• Own sales and service KPIs across the flagship stores (e.g., High-value postpaid and fibre activations, contracting device sales, accessory attach rate, cross-sell & upsell – value added services).
• Analyze store performance data, identify trends, and develop action plans to optimize results.
• Implement premium selling practices and ensure consistency across all locations.
• Drive optimal profitability of the flagship stores.

Customer Experience Excellence

• Ensure high-quality customer journeys, from greeting to resolution.
• Champion CSAT/NPS improvements and manage escalations for high-value customers.
• Plan and oversee in-store events, demos, and experiential zones that highlight new devices, 5G capabilities, IoT products, and digital services.

Store Operations & Standards

• Ensure best-in-class operational standards, including inventory control, merchandising, compliance, health & safety, and store readiness.
• Implement operational frameworks and ensure consistency across all stores.
• Oversee visual merchandising execution in collaboration with in-store experience teams.
• Lead, mentor, and develop Retail Leads and their teams.
• Build a high-performance culture focused on customer-first behaviors and commercial excellence.
• Manage staffing, training, and succession planning.
• Pilot new retail technologies and customer engagement tools.
• Gather customer and market insights to inform product, network, and retail strategy.
• Continuously enhance the flagship experience to match global telco and tech-retail benchmarks.

Job Requirements

• Bachelor’s degree in Business, Retail Management, Marketing, or related field.
• 8–10+ years of retail management experience, including multi-store leadership; telco, electronics, or premium retail experience strongly preferred.
• Proven track record in driving commercial performance in high-traffic retail environments.
• Strong understanding of telecom products, network services, and retail technology.
• Strong leadership and people-management capabilities.
• Commercial and financial acumen.
• Excellent communication and stakeholder-management skills.
• Customer-centric mindset and passion for delivering premium experiences.
• Data-driven decision-making and problem-solving skills.
• Ability to work in fast-paced, high-visibility environments.

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?
• Which of the following types of qualifications do you have?