Head of Retail Performance and Analytics

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

Benefits offered by this job

Medical benefits

Dental benefits

Optical benefits

Insurance benefits

Flexible working hours

Staff Line Subsidy

Device Subsidy

Smart casual attire

Parental leave

Public transport access

Job summary

U Mobile is seeking a leader to own the performance intelligence engine for Retail. You will turn store, customer, workforce and commercial data into clear decisions that boost sales, NPS, productivity and profitability while enhancing frontline teams’ experience.

You will define KPI architecture, lead analytics, and partner with Retail Operations to translate insights into actions, pilots and scalable improvements across stores and channels.

Qualifications

• Minimum 5 years of relevant experience in retail performance analytics, BI or transformation.
• Experience building KPI frameworks and dashboards, diagnosing performance, and influencing leaders to act on insights.
• Strong analytical and commercial judgement; able to move from descriptive reporting to root-cause analysis.
• Experience in telco, FMCG, or high-volume consumer retail is preferred.

Responsibilities

• Define the Retail KPI architecture and governance for stores and channels.
• Lead analyses on sales, conversion, NPS, productivity per FTE, store profitability, and incentives.
• Translate insights into actions; partner with Retail Operations to run interventions and pilots.
• Lead the design and adoption of dashboards and self-service views for frontline and executives.
• Provide analysis to support store targets, footprint decisions and resource allocation.
• Connect customer journeys and transaction data to uncover barriers to conversion and service quality.
• Lead and coach team members to think commercially and communicate with influence.

Skills

Data analytics

KPI governance

SQL

Excel

Power BI

Tableau

Education

Bachelor’s degree in Business, Analytics, Retail Management or a related field

Tools

Power BI

Tableau

Job description

We are Passionate, Innovative, Trustworthy, Team-Oriented & Fun-Loving.

At U Mobile, we are always on the lookout for great talents and passionate individuals to join our growing team.

Let’s start your journey with an award-winning organization!

#UnbeatableCareerAwaits

Top Reasons To Join Us!

• Awarded For
• Most Preferred Employers in Telecommunication Industry (2022, 2023 & 2024)
• Bronze Winner in Cross-Generational Workforce Engagement (2024)
• Gold Winner for Excellence in Workplace Culture (2021)
• Comprehensive medical, dental, optical and insurance benefits
• Flexi working hours arrangements
• Staff Line & Device Subsidy
• Smart Casual Attire
• Child Parental Care Leave
• Convenient location with access to public transport (Imbi Monorail/Bukit Bintang MRT)
• Special employee discounts for selected F&B Brands

Role

Own the performance intelligence engine for U Mobile Retail. You will turn store, customer, workforce and commercial data into clear decisions that improve sales, NPS, productivity, profitability and the experience of our customers and frontline teams. This is a leadership role for someone who can move confidently from data architecture and dashboards to root-cause diagnosis, executive storytelling and field execution. You will not simply report what happened; you will help Retail decide what to do next, why it matters and how to deliver measurable results.

The Day-To-Day Activities

1. Retail Performance Strategy and KPI Governance

Define the Retail KPI architecture, performance cadence and single source of truth across stores and channels. Establish a trusted single source of truth for commercial, customer and operational performance.

2. Performance Analytics and Insight Generation

Lead the analysis on sales, conversion, NPS, productivity per FTE, sales per sq ft, store profitability, cost-to-serve and incentives. Diagnose performance gaps by store, region, format, product, people and customer segment; identify the few drivers that matter most.

3. Actionable Performance Management

Translate insights into focused actions and expected impact. Partner with Retail Operations to run performance reviews, interventions and pilots; track whether actions change results and scale what works.

4. Dashboards and Decision Tools

Lead the design and adoption of reporting dashboards and self-service views for frontline, regional and executive users. Ensure dashboards answer business questions, not just display data, and are trusted, timely and easy to use.

5. Commercial, Network and Investment Analytics

Provide analysis to support store targets, footprint and format decisions, sales capacity, resource allocation, incentive effectiveness, campaign performance and store-level profitability. Build business cases that balance growth, customer experience and cost.

6. Customer and Frontline Insight

Connect NPS, customer journeys, transaction patterns, staffing and operational data to uncover barriers to conversion and service quality. Bring the voice of customers and frontline teams into performance decisions.

7. Leadership and Team Development

Lead and coach team members to think commercially, communicate with influence and own outcomes. Build strong partnerships with Finance, Data, IT, Marketing and Retail Operations.

About You

• Bachelor’s degree in Business, Analytics, Retail Management or a related field.
• Minimum 5 years of relevant experience in retail performance, commercial analytics, business intelligence, sales effectiveness, strategy or transformation.
• Experience in telco, FMCG, consumer retail or other high-volume customer-facing businesses is preferred.
• Proven experience building KPI frameworks and dashboards, diagnosing performance, and influencing leaders to act on insights.
• Strong analytical and commercial judgement; able to move from descriptive reporting to root-cause analysis. Skilled in SQL, Excel and a BI platform such as Power BI or Tableau.