Retail Sales & Operations Manager – Malaysia

The Shirt Bar; Kuala Lumpur; On-site; MYR 180,000 - 280,000; Full time

Job summary

The Shirt Bar is seeking an experienced Retail Sales & Operations Manager to own our Malaysia retail business. This hands-on leader will drive overall sales performance, people development and day-to-day operations across our boutiques in Malaysia.

You will coach the team, set clear targets, monitor KPIs and ensure strong operational execution while growing sales, protecting margins and delivering exceptional customer service.

Qualifications

• Minimum 8–10 years of retail experience.
• At least 3–5 years in a retail management position, preferably overseeing multiple boutiques.
• Experience within fashion, apparel, lifestyle or premium retail is strongly preferred.
• Proven track record of achieving and improving retail sales targets.
• Strong understanding of retail KPIs including sales, conversion, ATV, UPT and productivity.
• Strong leadership and people-management skills.
• Hands-on and willing to spend significant time with the retail team.
• Fluency in English and Bahasa Malaysia; knowledge of Chinese is a plus.

Responsibilities

• Take ownership of Malaysia retail sales and achievement of monthly and annual targets.
• Develop and execute strategies to increase sales and store productivity while protecting margins.
• Translate monthly targets into clear weekly and daily targets for each boutique and team member.
• Monitor key retail KPIs including conversion, ATV, UPT and staff performance; identify underperformances and implement improvement plans.
• Drive active selling, cross-selling, upselling and clienteling to increase repeat purchases.
• Oversee promotions, events and initiatives to drive store traffic and revenue.
• Provide regular sales forecasts and identify risks and opportunities to targets.
• Lead and manage the Malaysia retail team and conduct regular coaching and reviews.
• Spend significant time on the sales floor observing, coaching and developing the team.
• Build a positive, high-performing culture of accountability and customer service.

Skills

Retail leadership

Sales leadership

People management

Business planning

Financial acumen

Tools

POS systems

Job description

We are looking for an experienced, hands-on and commercially driven Retail Sales & Operations Manager to take ownership of our Malaysia retail business.

You will be responsible for the overall sales performance, people and day-to-day operations of our retail boutiques, with a clear mandate to grow sales, build a high-performing retail team and ensure strong operational execution.

This is a hands-on leadership position. You will be expected to spend significant time in the boutiques, understand what is happening on the sales floor, coach the team and take actions when performance is below expectations.

We are looking for someone who can run the retail business, not simply manage store operations.

Key Responsibilities

• Take ownership of Malaysia retail sales and achievement of monthly and annual targets.
• Develop and execute strategies to increase sales and store productivity while protecting margins.
• Translate monthly targets into clear weekly and daily targets for each boutique and team member.
• Monitor key retail KPIs including:
• Conversion
• Average Transaction Value (ATV)
• Units Per Transaction (UPT)
• Individual staff performance
• Identify underperformances quickly and implement clear action plans to improve results.
• Drive active selling, cross-selling, upselling and clienteling, including proactive customer follow-up, to increase repeat purchases and customer retention.
• Work with management on promotions, events and other initiatives to drive store traffic and revenue.
• Provide regular sales forecasts and identify risks and opportunities to achieving targets.
• Lead and manage the Malaysia retail team.
• Set clear expectations, targets and performance standards for Store Managers and Brand Ambassadors.
• Conduct regular one-to-one coaching and performance reviews.
• Spend significant time on the sales floor observing, coaching and developing the team.
• Identify individual strengths and performance gaps and develop improvement plans.
• Recognise and develop high-performing teammates.
• Manage underperformance promptly, fairly and professionally.
• Build a positive, supportive and high-performing culture of accountability, ownership, teamwork, open communication and customer service.

3. Recruitment & Manpower

• Take ownership of retail manpower planning and recruitment.
• Ensure each boutique have appropriate staffing levels.
• Source, interview and recommend suitable retail candidates.
• Manage onboarding, probation and confirmation of new employees.
• Ensure new team members are properly trained and supported during their first 30, 60 and 90 days.
• Manage staff scheduling, attendance, leave and manpower deployment across boutiques.

4. Training & Development

• Own and continuously improve the Malaysia retail training programme.
• Conduct regular sales, product and customer service training.
• Coach the team on:
• Customer approach and engagement
• Sharing of Product Knowledge and Product recommendations
• Fitting-room selling
• Cross-selling and upselling
• Handling objections
• Closing the sale
• Service Recovery
• Building and maintaining a regular customers list
• Customer follow-up to drive repeat visits, sales, loyalty and referrals
• Alterations (how to measure)
• Retail operations
• Conduct regular role-plays and on-floor coaching.
• Ensure the team has strong product knowledge and can confidently communicate product benefits and brand values.
• Develop Store Managers and senior team members into stronger retail leaders.

5. Retail Operations

• Take ownership of all day-to-day Malaysia retail operations.
• Ensure boutiques operate consistently according to company SOPs and standards.
• Ensure proper execution of opening and closing procedures, POS, cash handling and administrative requirements.
• Oversee stock receiving, transfers, replenishment, stock counts and inventory accuracy.
• Monitor stock availability and work closely with relevant teams on replenishment and slow-moving inventory.
• Ensure boutiques are properly merchandised, maintained and presented according to brand standards.
• Ensure promotions and campaigns are implemented correctly and on time.
• Coordinate with landlords, vendors, contractors and internal departments on retail operational matters where required.
• Identify and resolve operational problems quickly and independently.

6. Customer Experience

• Ensure a consistently high standard of customer service across all boutiques
• Develop a strong culture of providing an excellent customer service within the retail team.
• Ensure Brand Ambassadors actively build and maintain customer relationships.
• Monitor customer feedback and identify opportunities for improvement.
• Handle escalated customer issues professionally and promptly.
• Ensure customer issues are followed through until they are fully resolved.

7. Reporting & Accountability

• Provide clear weekly and monthly reporting on:
• Individual performance
• Footfall, conversion, ATV and UPT
• Recruitment and manpower
• Training and staff development
• Inventory and operational issues
• Key challenges, opportunities and action plans
• Identify problems early and recommend solutions rather than simply reporting issues.
• Ensure agreed actions are completed within the required timelines.
• Take ownership of results and follow through consistently.

Requirements

• Minimum 8–10 years of retail experience.
• At least 3–5 years in a retail management position, preferably overseeing multiple boutiques or stores.
• Experience within fashion, apparel, lifestyle or premium retail is strongly preferred.
• Proven track record of achieving and improving retail sales targets.
• Strong understanding of retail KPIs including sales, conversion, ATV, UPT and productivity.
• Strong experience in recruitment, training, coaching and performance management.
• Commercially minded and highly comfortable working with numbers.
• Strong leadership and people-management skills.
• Highly organised with strong attention to detail.
• Hands-on and willing to spend significant time working alongside the retail team.
• Strong problem-solving and decision-making skills.
• Able to work independent and take ownership without requiring constant supervision.
• Strong communication skills in English and Bahasa Malaysia.
• Ability to speak Chinese is a plus.

Who Will Succeed in This Role?

We are looking for someone who is:

• You don’t just identify problems — you solve them.
• You don’t just communicate targets — you coach the team to achieve them.
• You don’t just manage stores — you take ownership of the business and its results.

This is an opportunity for an experienced retail leader who wants greater responsibility, autonomy and the opportunity to make a measurable impact on a growing retail business.