Retail Excellence Lead: Elevate Mall & Frontline Service

FOZ One Sdn Bhd.; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

FOZ One Sdn Bhd in Malaysia is seeking a Retail Excellence Executive/Senior Executive to drive retail performance across malls and kiosks, strengthen frontline capability, and elevate the customer experience and commercial results.

You will lead planograms, audits, training programs and mall activations, while coordinating with vendors and internal teams to deliver consistent standards and measurable improvements.

Qualifications

• Diploma or Bachelor’s Degree in Marketing, Business Administration, Retail Management, Customer Experience or a related discipline.
• 3–5 years’ experience in trade marketing, retail, shopper marketing, mall activation or retail operations.
• Strong knowledge of mall footfall, demographics, tenant mix, site performance and retail KPIs.
• Experience with mall/landlord engagement, tenancy negotiation and kiosk/pop-up retail execution.
• Knowledge of planogram, merchandising, Retail Index/retail audit and frontliner performance management.
• Able to develop soft-skill, service-mannerism and NPS programmes and translate results into action.

Responsibilities

• Mall & Site Management: analyse mall footfall, demographics and tenant mix; secure high-visibility sites and negotiate tenancy terms.
• Kiosk & Retail Excellence: lead kiosk readiness, planograms and Retail Index standards; conduct audits and close gaps.
• Frontliner Capability & Service: develop soft-skills modules; coordinate training, deployment and payroll inputs.
• Customer Experience & Performance: implement NPS; track footfall, conversion, sales and engagement metrics.
• Activation & Improvement: drive mall activations and livestreams; report performance and actions.
• Others: perform other duties and ad hoc assignments.

Skills

Retail management

Trade marketing

Customer experience

Mall activation

Negotiation

Education

Diploma/Bachelor’s in Marketing or Business/ Retail Management

Job description

FOZ One Sdn Bhd in Malaysia is seeking a Retail Excellence Executive/Senior Executive to drive retail performance across malls and kiosks, strengthen frontline capability, and elevate the customer experience and commercial results.

You will lead planograms, audits, training programs and mall activations, while coordinating with vendors and internal teams to deliver consistent standards and measurable improvements.