Section Manager | Retail | ZARA

Zara; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A global retail company in Kuala Lumpur is seeking a Section Manager to drive operational excellence and sales growth. In this role, you will be responsible for leading customer service initiatives, managing stock, and ensuring team performance aligns with brand values. The ideal candidate has at least 8 years of experience in fashion retail operations and a strong passion for the industry. You will play a key role in fostering a high-performing team while maximizing sales and maintaining compliance with brand standards.

Qualifications

• Minimum 8 years’ experience in fashion retail operations in a managerial role, preferably in fashion/sports retail.
• Strong people management and service orientation.
• Motivated, target- and KPI-driven.
• Experience and passion for fashion brands.

Responsibilities

• Lead by example in customer service, ensuring a strong brand image.
• Analyze sales figures to identify growth opportunities.
• Drive conversion and maximize sales.
• Ensure proper stock management and compliance with company standards.

Skills

People management

Service orientation

Commercial acumen

Communication skills

Tools

Microsoft Office

Job description

The Section Manager is responsible for maintaining operational excellence in the store, supporting the Store Manager in achieving sales targets, managing a positive P&L, and ensuring full brand compliance. The role fosters a working environment aligned with brand values, promoting teamwork, high performance, and exceptional customer service.

Responsibilities

• Lead by example in customer service, ensuring standards reflect a strong brand image.
• Review and analyze sales figures to identify opportunities for growth at department and BU levels.
• Challenge teams to improve performance using relevant retail metrics.
• Collaborate with departments to support local sales growth initiatives.
• Analyze competitors to identify and exploit store-level opportunities.
• Drive conversion, average basket, UPT, and maximize sales.
• Schedule monthly and daily store cover based on sales trends.

Commercial & Visual

• Deliver store standards and implement impactful, commercially focused events.
• Ensure product presentation aligns with brand guidelines and seasonal launches.
• Highlight merchandise through effective Visual Merchandising.
• Benchmark standards with peer stores and competitors, creating an aspirational shopping environment.

Stock Management

• Adhere to SOPs for stock management (receiving, cycle counts, transfers, returns, damaged items, etc.) and communicate with relevant departments.
• Ensure proper OPS team cover for replenishment of best sellers and coordinate with Commercial and Merchandiser teams.
• Regularly review top/bottom selling lines and stockholding areas to maximize sales and identify risks.

Service Standards

• Role model exceptional service, generating excitement and commitment.
• Address customer complaints, prioritizing satisfaction.
• Ensure effective replenishment and compliance with company standards.
• Seek and use customer feedback to drive improvements.
• Drive daily internal assessments and ensure all employees complete required service training.

Service Measurements

• Analyze Mystery Shop reports, implement action plans, and challenge teams for improvement.
• Regularly recognize excellent service with clear communication.

Compliance

• Ensure adequate resourcing and thorough knowledge of all compliance issues.
• Keep employees updated on SOPs and implement self-assessment audits.
• Review audit reports and create action plans with management.

Health & Safety

• Deliver a safe trading environment, reviewing risks weekly with the Health and Safety officer.
• Ensure maintenance issues are reported and resolved promptly.
• Regularly review cleaning contractors for compliance with brand standards.

Duty Management

• Train section managers for duty/key holder roles and incident management.
• Ensure adherence to cash management and security procedures.
• Conduct routine checks on stockroom and shop floor, monitor for theft, and deploy staff accordingly.

People Policies and Process

• Implement company policies for absence, leave, and discipline.
• Understand HR policies to drive positive employee behavior.

Voice of Employee

• Engage regularly with employees to promote communication and involvement.

Performance Development (PDR)

• Partner with Store Manager and HRBP to ensure completion of required trainings and participate in performance reviews.

Profitability

• Deliver efficient use of FTE, manage shrinkage, and drive cost improvements.

Requirements

• Minimum 8 years’ experience in fashion retail operations in a managerial role, preferably in fashion/sports retail.
• Strong people management and service orientation.
• Motivated, target- and KPI-driven.
• Experience and passion for fashion brands.
• Commercial acumen, excellent communication, and interpersonal skills.
• Willingness to work retail hours and public holidays.
• Proficient in Microsoft Office and Internet savvy.