Retail Operations Executive

TUMI; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Job summary

TUMI in Malaysia is seeking an experienced Retail Operations Specialist to join our Southeast Asia team. The role focuses on store operations, inventory control, vendor coordination, and enhancing the customer experience across retail channels.

Key responsibilities include managing store supplies, conducting audits, enforcing service standards, coordinating with logistics, and supporting B2B sales processes within SAP/Docuware and CRM systems, while driving KPI-based performance and

Qualifications

• Minimum 3 years solid retail operations experience in a fast-paced environment.
• Strong understanding of retail KPIs, inventory management, and customer service.
• Proficiency in SAP, Docuware and MS Office.
• Good spoken and written English and Bahasa Malaysia; Mandarin will be an added advantage.

Responsibilities

• Collaborate closely with Head of Retail, SEA and internal/external stakeholders to drive store operations and administrative efficiency.
• Operational & Administrative Support: Manage store supplies including procurement and distribution of uniforms, packaging materials, monogram patches, and stationery to ensure seamless daily operations.
• Operational Audits: Conduct regular, documented store visits to ensure adherence to policies, procedures, and brand standards.
• Frontline Standards: Monitor and enforce staff compliance with customer service protocols, uniform policies, and grooming standards.
• Visual Merchandising: Perform visual checks to ensure seasonal sets and VM standards across stores.
• Inventory Matters: Coordinate with logistics and warehouse on replenishment, stock takes, discrepancies, special shipments, and price adjustments.
• B2B sales operations: Pricing, quotations, vendor code creation, price setup, invoicing and payment follow-up.
• Ad hoc projects: Store openings, relocations, flash sales, and corporate sales events as assigned by Head of Retail, SEA.
• Performance & System Support: Monitor sales performance and prepare KPI reports; manage invoices via SAP and Docuware; coordinate BI, POS, and CRM system support for data accuracy.
• Customer Experience & After-Sales: Track CRM results, loyalty initiatives, and repair analytics; support repair-to-sales reporting and related invoicing.

Skills

Retail operations

Inventory management

Customer service

Education

Higher Diploma / Degree in Business Administration or related discipline

Tools

SAP

Docuware

MS Office

Excel

PowerPoint

Job description

Who we are

Since 1975, TUMI has been creating world‑class business, travel and performance luxury essentials, designed to upgrade, uncomplicate, and beautify all aspects of life on the move. Blending flawless functionality with a spirit of ingenuity, we’re committed to empowering journeys as a lifelong partner to movers and makers in pursuit of their passions. The brand is sold globally in over 75 countries with approximately 2,000 points of sale.

About Us

Since 1975, TUMI has been creating world‑class business, travel and performance luxury essentials, designed to upgrade, uncomplicate, and beautify all aspects of life on the move. Blending flawless functionality with a spirit of ingenuity, we’re committed to empowering journeys as a lifelong partner to movers and makers in pursuit of their passions. The brand is sold globally in over 75 countries with approximately 2,000 points of sale.

Job Description

MAJOR RESPONSIBILITIES / ACTIVITIES OF THIS JOB (list not more than 10 items)

• Collaborate closely with Head of Retail, SEA and internal/external stakeholders to:
• Operational & Administrative Support: Provide comprehensive management of store supplies, including the procurement and distribution of uniforms, packaging materials, monogram patches, and stationery to ensure seamless daily store operations
• Operational Audits: Conduct regular, documented store visits to ensure strict adherence to company policies, procedures, and brand presentation standards.
• Frontline Standards: Monitor and enforce staff compliance regarding customer service protocols, uniform policies, and grooming standards during store visits.
• Visual Merchandising: Perform visual checks to ensure seasonal sets are executed correctly and VM standards are maintained across all stores.
• Inventory Matters: Coordinate with logistics and warehouse teams on all logistics‑related matters, including regular replenishment, stock take, discrepancy resolution, special shipments, and price adjustments.
• B2B sales operations: including product listing and pricing, quotation preparation, vendor code creation, price setup, logistics coordination, invoicing, and payment follow‑up.
• Perform ad hoc projects such as store openings, relocations, flash sales, and corporate sales events and tasks assigned by Head of Retail, SEA.
• Performance Tracker & System Supports: Monitor sales performance and productivity metrics to prepare commission and ad hoc incentive reports for management approval. Manage retail and CS invoice processing via SAP and Docuware while coordinating system support across BI, POS, and CRM platforms to ensure data accuracy.
• Customer Experience & After‑Sales Service: Track CRM results, client call lists, and ROI for marketing campaigns and loyalty initiatives; Support the implementation of customer engagement and loyalty initiatives, including client call lists, VIP events, CRM result tracking, and ROI analysis. Support the Customer Service Manager by preparing monthly repair analysis, KPI reports, and repair incentive approvals for Malaysia. This includes conducting store checks for repair management and spare parts accuracy, managing billing/invoicing via SAP/Docuware, and maintaining the Repair‑to‑Sales Conversion report to identify revenue growth opportunities.

Education

• Higher Diploma / Degree in Business Administration or related discipline

Experience Requirements

• Minimum 3 years solid retail operations experience in a fast‑paced environment, ideally in Retail /FMCG industry
• Strong understanding of retail KPIs, inventory management, and customer service

Good team player, committed, flexible, multi‑tasking, and strong analytical skills

• Independent and able to work under pressure

Mobility/Travel

• Regular store visits are a must

Computer Skills

• Proficiency in SAP, Docuware and MS Office, especially Excel and PowerPoint

Language

• Good spoken and written English and Bahasa Malaysia. Mandarin will be added advantage

Why you’ll love working here:

At TUMI, you’ll find a dynamic working environment, joining a community where each team member is empowered with an entrepreneurial spirit. Associates are respected as a vital part of the organization and recognized for their contributions. We believe in a workplace that gives every individual the opportunity to make an impact, and our ongoing commitment is to provide all the tools you need to succeed— guidance towards individual career growth, professional training and development initiatives, and a motivating, exciting environment— along with competitive salaries and comprehensive benefits programs.

What We Value

• INNOVATIVE BY NATURE. SUSTAINABLE BY CHOICE. TUMI protects the things that matter most, the things you own and the planet you travel to see. Our planet is an astonishing place and we believe it’s our responsibility to preserve it for travelers of the future. By putting excellence and quality first, we ensure that every TUMI product has lifelong purpose, supported by our rigorous testing standards, exploration of recycled materials, and global repair network.
• PARTNERS WE BELIEVE IN. Staying true to our values by helping take care of the most vulnerable among us aligns with our mission and is a core element of what we do. We focus on three main areas: promoting wellbeing; empowering vulnerable communities; and protecting the earth’s beautiful places. Each year we extend our philanthropic efforts to partners that help better the world. From supporting St. Jude Children’s Research Hospital fight to cure childhood cancer to Waves for Water who provides clean water to communities in need, we proudly stand by the profound changes they enact.
• CULTURE & INCLUSION. As an organization, we are committed to a diverse and vibrant culture, welcoming people from all walks of life. Our long‑standing commitment to culture and inclusion empowers each of us to bring our authentic selves and unique differences to work every day.

The actual rate of pay offered depends on various factors, including qualifications for the position and relevant experience; as well as other legitimate, non‑discriminatory business factors specific to the position or location.

Tumi is an equal opportunity employer and is committed to promoting and maintaining a work environment in which all applicants, associates, customers, and other individuals are treated with dignity and respect free from unlawful harassment, discrimination, or retaliation.