Retail CCTV Performance & Customer Experience Manager

Al-Ikhsan Sports Sdn Bhd; Petaling Jaya; On-site; MYR 90,000 - 180,000; Full time

Job summary

Al-Ikhsan Sports Sdn Bhd is seeking a hands-on Manager – Retail CCTV Performance & Customer Experience to lead a team of eight CCTV Monitoring Team Members across our outlet network.

This role uses CCTV as a retail performance tool rather than security surveillance, to identify gaps in customer service, selling-floor discipline, staff deployment and operational execution, and to ensure prompt corrective action.

Qualifications

• Diploma or Degree in Retail Management, Business Administration, Operations Management or a related discipline.
• Approximately 5–8 years' experience in retail operations, retail compliance, loss prevention, customer experience or store performance, including supervisory or managerial responsibility.
• Experience managing a team and setting daily performance priorities.
• Strong observation and analytical skills.

Responsibilities

• Manage the daily CCTV monitoring programme across assigned retail outlets.
• Establish clear monitoring schedules, outlet coverage and priorities for the CCTV team.
• Review the quality and consistency of observations made by the eight team members.
• Ensure monitoring focuses on critical customer-facing behaviours and selling-floor engagement.
• Escalate significant findings promptly to Retail Operations for immediate action.
• Coach team members and calibrate observations for accuracy and consistency.
• Produce concise daily, weekly and monthly management reports and dashboards.

Skills

Retail behaviour

Analytical skills

Strong communication

Education

Diploma or Degree in Retail Management, Business Administration, Operations Management or a related discipline

Tools

Excel

PowerPoint

Reporting/dashboard tools

Job description

Al-Ikhsan Sports Sdn Bhd is seeking a hands-on Manager – Retail CCTV Performance & Customer Experience to lead a team of eight CCTV Monitoring Team Members across our outlet network.

This role uses CCTV as a retail performance tool rather than security surveillance, to identify gaps in customer service, selling-floor discipline, staff deployment and operational execution, and to ensure prompt corrective action.