Head of Sales Gallery Journey & Experience

Sime Darby Property; Petaling Jaya; On-site; MYR 30,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic individual to enhance customer experiences in their galleries. This role focuses on managing and developing a sales team, ensuring operational excellence, and creating training programs to improve customer interactions. You will be responsible for conducting audits, analyzing data, and collaborating with store management to drive improvements. If you are a highly motivated professional with a passion for sales and customer experience, this opportunity will allow you to make a significant impact in a vibrant retail environment.

Qualifications

• Minimum 5 years in sales or related experience required.
• Strong management experience with the ability to lead teams.

Responsibilities

• Plan and conduct gallery activities to assess customer experience.
• Compile detailed audit reports with actionable recommendations.

Skills

Sales Management

Customer Experience Focus

Operational Excellence

Training Development

Data Analysis

Education

Bachelor's Degree or equivalent

Job description

Requirements

Job Purpose

The Goal:

• To elevate SDP's gallery & experience as the best-in-class amongst key retail players
• Customer Experience Focus: To develop superior customer journey relevant to gallery locations and segment requirements, ensuring all visitors have a positive experience at the gallery, while driving sales experience and achieving business objectives
• Sales Team Improvement: Highlighting the need for strong skills via managing, motivating, and developing a dynamic sales team. To provide continuous feedback on sales execution (customer interaction, sales team behavior, campaign execution, etc)
• Operational Excellence: Ensuring the gallery operates efficiently and complies with company standards. Ensure flawless execution, compliance, and good governance of Standard Operating Procedures (SOPs)
• Professional Competency: Planning and developing of training requirements (competency, soft-skills, grooming)

Job Responsibilities

• Gallery:

Plan and conduct regular gallery activities to assess customer experience through in-person observations, interacting with staff and customers, and evaluating store environment. Ensure the gallery environment is welcoming, visually appealing, and aligned with the company's brand identity and experience.

• Data Collection:

Utilize standardized checklists to gather data on feedback - store cleanliness, product placement, staff knowledge, pricing accuracy, promotional displays, and customer journeys, customer interactions.

• Compliance and Governance Assessment:

Verify adherence to company brand standards, operational procedures, and visual merchandising guidelines.

• Report Generation:

Compile detailed audit reports with findings, observations, and actionable recommendations to improve customer experience and operational efficiency.

• Trend Analysis:

Identify patterns and trends across multiple store audits to pinpoint areas of concern and opportunities for improvement. Also study competitors' approach in store setup for improvement.

• Communication:

Collaborate with store management and regional teams to share audit results, discuss corrective actions, and provide ongoing support.

• Training Programs:

Identify gaps and opportunities to improve the team's competency for role and customer experiences. Find, develop and implement training programs focused on customer experience, sales techniques, and soft skills.

• Optimizing In-Gallery Customer Experience:
• Managing and driving strong Customer Net Promoter Score (NPS) by ensuring a consistent and engaging customer buying journey. Measure customer satisfaction through ad-hoc surveys and feedback mechanisms.
• Consistent customer buying journey, and engagement between Sales Consultant and Purchaser (Measurement - Ad Hoc Customer Survey).
• Ensure Galleries are compliant and consistent with Brand positioning, uniform look and feel.
• Identifying Customer Pain Points: Gathering data points on key customer concerns, reporting and addressing it through shared collaboration with key personnel.
• Source training program and lead its implementation across all Galleries and Sales Personnel.

Education/ Professional Qualification & Professional Experience

• Bachelor's Degree or equivalent
• Minimum 5 years in sales or related experience
• Understands the dynamics of sales people, retail environment, sales operations
• Led big teams, worked with multiple stakeholders and managing outcomes and results
• Management experience
• Able to command the respect of team members, drive transformation and changes
• Highly self-motivated and driven
• Dynamic individual, goal getter