Senior Store Manager

Sephora Malaysia ( Beauty In Motion Sdn Bhd ); Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading beauty retailer is seeking a Senior Store Manager for its flagship store in Kuala Lumpur. The role involves leading a team, managing sales performance, and ensuring exceptional customer service. Candidates should have significant experience in retail management, proven sales track records, and skills in operational excellence and team development. This is an exciting opportunity to work in a dynamic environment that celebrates creativity and innovation.

Benefits

Talented team environment

Extensive training opportunities

Supportive workplace culture

Qualifications

• Minimum of 6-8 years’ experience in store operations or sales management, with 3 years in a large store or multiple stores.
• Proven track record in sales generation and profitability targets.
• Familiarity with Microsoft Office and POS systems.

Responsibilities

• Drive sales performance to meet budget objectives and ensure operational integrity.
• Build relationships with customers and drive new member recruitment.
• Manage store P&L and analyze monthly performance for improvement.

Skills

Sales management

Customer service

Team leadership

Communication

Performance analysis

Microsoft Office

Relationship building

Tools

TP.NET (POS system)

HAS (Client Tracking System)

Job description

Sephora, a division of LVMH – Moët Hennessy Louis Vuitton, is a global luxury leader in beauty retailing with over two thousand points of sale across the Americas, Europe, Middle East, and Asia. It operates more than 50 stores in the SEA region, including flagship stores such as Fahrenheit 88 in Kuala Lumpur and Ion in Singapore.

Sephora Malaysia is looking to recruit a Senior Store Manager to be based at the Flagship F88 store, Kuala Lumpur.

Objective

The Flagship Senior Store Manager will lead a team of more than 40 staff, developing and executing strategies to ensure the success of F88 store’s business. The role requires an executive mindset with a focus on service innovation and operational excellence, and the ability to inspire and coach the team to deliver unsurpassed customer service.

Responsibilities

Sales Management

• Drive sales performance to consistently meet overall sales budget objectives while ensuring operational integrity and monitoring monthly profitability.
• Communicate store sales plan objectives through positive coaching and enthusiastic leadership.
• Keep the team updated on key business initiatives such as marketing, PR, CRM, merchandise, product launches, brand promotions, and incentives.
• Analyse monthly store performance, report current business trends, and propose strategies to optimise sales.
• Work with Marketing and Category to implement productive sales events and analyse post‑event productivity.
• Conduct quarterly analysis of product category and brand performance against LY and develop action plans with Category for non‑performers.
• Plan major events (CRM sales, Black Friday, Christmas) proactively to ensure sales growth against LY.
• Be operationally hands‑on, working with the team on the sales floor to achieve KPIs.
• Manage the store P&L with the Head of Retail to maintain optimal sales operations expenses.
• Analyse monthly store P&L, including shrinkage and operating expenses, and propose action plans.

Customer Service and Checkout Efficiency

• Build and nurture strong relationships with loyal customers.
• Drive new member recruitment (CRM) to achieve the KPI set.
• Coordinate with SG CRM team to ensure the smooth implementation of Sephora’s CRM activities.
• Manage and resolve customer feedback within stipulated timelines.
• Ensure consistent application of Mystery Shopper standards.
• Follow up on monthly Love Meter results and implement action plans to address areas of improvement.
• Motivate the team to deliver the best customer service.
• Improve checkout efficiency and customer satisfaction by working with the Assistant Operations Manager on POS system initiatives and cashier roster optimisation.

Merchandising & Stock Management

• Manage and support stock levels through direct communication with key departments to maximise full‑price selling and maintain high sell‑through rates.
• Monitor stock inventory to minimise shrinkage and ensure accuracy.
• Follow up monthly with Supply Chain on stock day, ageing, and returns, and execute action plans for overstocked, understocked, and OOS items.
• Ensure periodic cycle counts and annual stock counts for the flagship store.
• Oversee merchandising guidelines and planograms according to the Merchandising Book.
• Maintain operational basics such as cleanliness, price tags, full replenishment, and neat product arrangement.

Cash & Till Management

• Train staff and enforce cash handling and shortage prevention procedures.
• Maintain store funds and deposits in accordance with Sephora’s policies.
• Conduct periodic checks on discount reports to ensure control of unauthorized discounts.
• Lead cross‑function initiatives to detect and prevent irregularities.

Others

• Ensure communication of weekly task management and action items via the CONNECT Platform.
• Ensure store compliance with audit processes by conducting monthly audit checks.
• Conduct performance reviews of service providers to ensure optimal service levels.
• Lead the store walk for all visits at the flagship store.
• Perform any ad hoc duties assigned.

People Management

Recruitment & Retention

• Work with HR to recruit and select a superior and equitable workforce.
• Manage employee relations to promote positive morale and motivation.

Train and Develop

• Ensure new employees receive comprehensive training on store operating procedures.
• Work with the training department on training plans and objectives.
• Support employees in their career development.
• Use task charts to align knowledge and skill sets for all positions.

Performance Management

• Collaborate with the Head of Retail to set individual and store objectives/KPIs, embedding Client Experience Leadership.
• Identify performance issues and work with HR on disciplinary matters.
• Conduct annual, half‑yearly, and quarterly performance reviews.
• Provide constructive feedback and coaching using the BA Productivity Dashboard.

Organise and Animate

• Plan a well‑organised roster based on traffic and sales trends.
• Demonstrate the Sephora DNA to inspire the team.
• Create a pleasant and exciting environment with great team spirit.
• Minimum of 6–8 years’ experience in store operations or sales management, including 3 years running a large store format or multiple stores.
• Proven track record in sales generation, profitability targets, and stakeholder management.
• Ability to inspire trust, integrity, and strong relationship‑building skills.
• Dynamic team player with strong communication and interpersonal skills.
• Proficiency with Microsoft Office applications.
• Familiarity with TP.NET (POS system) and HAS (Client Tracking System).

While at Sephora, you’ll enjoy…

• The people. You’ll be surrounded by talented, supportive, and kind leaders and teammates you can be proud to work with.
• The learning. We invest heavily in training for leaders and store associates, providing product knowledge and personalised career plans.
• The culture. As a leading beauty retailer backed by LVMH, our reach is global. We innovate and unite 40,000 team members to re‑imagine the future of beauty. Here you can unleash creativity, evolve, and be yourself.