Manager, Retail Management (Exclusive Channel)

RED ONE NETWORK SDN. BHD.; Puchong; On-site; MYR 134,000 - 201,000; Full time

Job summary

RED ONE NETWORK SDN. BHD. in Malaysia is seeking a Manager, Retail Management (Exclusive Channel) to spearhead the retail CX strategy for the Premier Shop network.

You will design service standards, customer interaction guidelines, and customer journey frameworks to elevate service across all outlets. You will drive analytics, QMS, and training to foster a customer-first culture, monitor performance metrics like walk-ins and wait times, and collaborate with regional teams to unify nationwide

Qualifications

• Bachelor's degree in business, retail, marketing, customer experience, hospitality or related field.
• 5–8 years in Retail Operations, CX, Retail Excellence or Service Quality Management.
• Experience in Telecommunications, Consumer Electronics, Banking, Retail Chains or Hospitality preferred.
• Strong ability to influence behaviors and drive change across multiple locations.

Responsibilities

• Develop and implement the retail CX strategy for the Premier Shop network.
• Establish service standards, customer interaction guidelines and customer journey frameworks.
• Lead CX measurement initiatives including CSAT and NPS and drive improvement actions.
• Oversee queue management, service recovery and customer engagement to boost productivity and experience.
• Collaborate with Regional Heads and Channel Managers to raise nationwide retail standards.

Skills

Retail Experience

CX Strategy

Multi-Outlet Retail Management

Service Quality

Data-Driven

Education

Bachelor's Degree in Business/ related field

Job description

Manager, Retail Management (Exclusive Channel)

Retail Experience & Customer Experience (CX) Strategy

Develop and implement the retail customer experience (CX) strategy for the Premier Shop network.

Design and establish retail service standards, customer interaction guidelines, and customer journey frameworks.

Drive the transformation of Premier Shops into customer-centric retail environments focused on service excellence and customer engagement.

Champion a customer-first culture across all retail touchpoints.

Continuously identify customer pain points and recommend improvement initiatives to enhance customer satisfaction and loyalty.

Retail Operations & Service Excellence

Establish and maintain operational standards across all Premier Shops.

Develop retail audit frameworks to ensure compliance with customer experience and operational standards.

Monitor retail execution quality and service consistency across the network.

Implement best practices in queue management, customer flow, service recovery, and customer engagement.

Drive continuous improvement initiatives to enhance retail productivity and customer experience.

Customer Journey & NPS Management

Own and manage the customer experience measurement framework for the retail channel.

Develop and implement customer feedback mechanisms including Customer Satisfaction (CSAT) and Net Promoter Score (NPS) initiatives.

Analyse customer feedback, complaints, and service trends to identify improvement opportunities.

Establish action plans to improve customer advocacy and retail customer satisfaction.

Drive a data-driven approach towards customer experience management.

Retail Analytics & QMS Management

Lead the implementation and optimization of Queue Management System (QMS) solutions across designated Premier Shops.

Monitor key retail performance metrics including:

Walk-in traffic

Waiting time

Service turnaround time

Customer conversion rates

Develop retail performance dashboards and reporting frameworks.

Generate actionable insights to improve operational efficiency and customer experience.

Retail Culture Development & Training

Partner with Learning & Development and external training providers to develop customer experience and retail service training programmes.

Drive retail culture transformation initiatives focused on:

Professional communication

Service ownership

Empathy

Problem resolution

Consultative customer interactions

Establish retail certification and competency development programmes where applicable.

Conduct regular coaching and field assessments to reinforce desired retail behaviours.

Serve as the primary HQ lead for Premier Shop retail management and transformation initiatives.

Build strong relationships with Premier Shop owners and operators.

Support the development of retail growth strategies that balance customer experience and commercial performance.

Collaborate with Regional Heads, Sales Managers, and Channel Managers to drive consistent retail standards nationwide.

Identify and replicate best practices across high-performing Premier Shops.

Campaign Execution & Retail Activation

Work closely with Marketing and GTM teams to ensure retail readiness for customer-facing campaigns.

Support the execution and measurement of retail campaigns such as customer acquisition, loyalty, device, and engagement programmes.

Evaluate campaign effectiveness through customer engagement, walk-in traffic, conversion rates, and customer feedback metrics.

Ensure retail teams are equipped to deliver a consistent customer experience during campaign periods.

Device & Digital Retail Experience

Maintain strong familiarity with mobile devices, smartphones, connected devices, and consumer technology trends.

Support the development of device-led retail experiences and customer consultations.

Recommend enhancements to in-store device experience and customer engagement opportunities.

Stay informed of emerging retail technologies, digital tools, and customer engagement solutions relevant to the telecommunications industry.

Customer Satisfaction (CSAT) Improvement

Net Promoter Score (NPS) Improvement

CX Audit Compliance Score

Retail Service Standards Adoption Rate

Walk-In Traffic Analytics Accuracy

Campaign Conversion Effectiveness

Customer Complaint Resolution Performance

Requirements:

Candidate must possess Bachelor's Degree in Business, Retail Management, Marketing, Customer Experience, Hospitality Management, Telecommunications, or related discipline.

Minimum 5 - 8 years of experience in Retail Operations, Customer Experience (CX), Retail Excellence, Service Quality Management and Multi-Outlet Retail Management is required for this position.

Experience within one or more of the following industries is highly preferred: Telecommunications, Consumer Electronics, Banking, Retail Chains, Hospitality, and Customer Service Operations.

Demonstrates a strong passion for understanding customer needs and delivering exceptional customer experiences.

Experienced in customer satisfaction measurement, customer journey mapping, NPS, CSAT, and service improvement initiatives.

Ability to influence behaviors, develop service culture, and drive change management across multiple retail locations.

Strong understanding of retail operations, service standards, customer flow management, and operational governance.

Familiarity with smartphones, mobile devices, accessories, device ecosystems, and digital retail engagement practices.

Ability to interpret retail performance metrics and customer insights to drive operational and commercial improvements.

Strong ability to collaborate across cross-functional teams, retail partners, and senior management.

Excellent presentation, coaching, and influencing skills with the ability to lead transformation initiatives across a nationwide retail network.

Good interpersonal and communication and analytical skills, organized and committed to deadlines.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• How many years' experience do you have in a Retail Management Role?
• Which of the following statements best describes your right to work in Malaysia?
• Which of the following types of qualifications do you have?
• What's your expected monthly basic salary?
• How many years of retail management experience do you have?
• Do you have customer service experience?
• Are you willing to undergo a pre-employment background check?
• How much notice are you required to give your current employer?

Telecommunications & Internet Service Providers 101-1,000 employees

redONE Network, Malaysia's only postpaid MVNO (Mobile Virtual Network Operator) is still hiring! With over 350 staff in 12 offices nationwide, 90+ retail outlets and more than 5,000 sales touchpoints, we are still growing at a fast pace. Our continuous growth necessitates more dynamic and self-driven individuals to join our ambitious team.

redONE Network, Malaysia's only postpaid MVNO (Mobile Virtual Network Operator) is still hiring! With over 350 staff in 12 offices nationwide, 90+ retail outlets and more than 5,000 sales touchpoints, we are still growing at a fast pace. Our continuous growth necessitates more dynamic and self-driven individuals to join our ambitious team.

To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory / salary below minimum wage.

Researching careers? Find all the information and tips you need on career advice.