Section Manager, ZARA

Al-Futtaim; Kuala Lumpur; On-site; MYR 60,000 - 85,000; Full time

Job summary

A leading fashion group is seeking a dedicated Section Manager to oversee store operations and ensure sales targets are met in Kuala Lumpur. The ideal candidate will bring at least 8 years of managerial experience in fashion retail, a deep passion for the industry, and a commitment to exceptional customer service. You will be responsible for driving sales, managing stock, and fostering a results-oriented team environment while ensuring compliance with brand standards.

Qualifications

• Minimum 8 years’ experience in fashion retail operations in a managerial role.
• Motivated, target- and KPI-driven, strong people management.
• Passion for fashion brands and willingness to work retail hours.

Responsibilities

• Maintain operational excellence and support Store Manager in achieving sales targets.
• Lead customer service initiatives and manage stock effectively.
• Implement company policies and engage with employees regularly.

Skills

People management

Service orientation

Commercial acumen

Communication

Interpersonal skills

Tools

Microsoft Office

Job description

An established fashion group that has acquired the exclusive retail rights to operate stores for top fashion brand-names including ZARA, Massimo Dutti and Pull & Bear is seeking to hire top talents for our brands. We invite highly motivated and enthusiastic individuals who adore fashion and thrive on the challenge of working in this high energy industry to be part of the team.

We are looking for highly committed professionals who adore fashion and thrive on the challenge of working in a high-energy business; who are willing to share our vision of creating a new concept in customer service.

OVERVIEW OF THE ROLE

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:

Drive Sales

• 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.

Loss & Prevention

• 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.