Store Manager l Massimo Dutti Pavilion

Zara; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A global fashion retailer in Kuala Lumpur is seeking a Store Manager to oversee all aspects of store operations. The ideal candidate will have over 8 years of experience in fashion retail, strong leadership skills, and a commitment to exceptional customer service. Responsibilities include driving sales performance, managing stock, and ensuring compliance with company standards. This role requires a dedicated individual who can foster a positive team environment and effectively engage with customers.

Qualifications

• Minimum 8 years’ experience in fashion retail operations in a managerial role.
• Strong people management and service orientation.
• Motivated, target- and KPI-driven.

Responsibilities

• Lead customer service and engage with customers.
• Drive sales performance and analyze figures.
• Manage stock and ensure compliance with standards.
• Address customer complaints and optimize service.

Skills

People management

Customer service

Sales performance analysis

Visual merchandising

Commercial acumen

Tools

Microsoft Office

Job description

Overview of the Role

The Store Manager is responsible for consistent operational excellence in the store and has full P&L responsibility and ensures Brand compliance for the store. He / She creates a working environment which encourages Brand values, teamwork and delivery of the results and exceptional customer service.

Responsibilities

Drive Sales

• Lead by example in customer service, greet customer and give assistance and make sure standards are followed to reflect a strong image for our brands and company.
• Reviews and analyses sales figures to identify opportunities to develop and drive sales performance at department and BU level.
• Engages with relevant department colleagues to enlist support for local opportunities that deliver sales growth for the store.
• Analyses and demonstrates an understanding of the competition and identifies opportunities to exploit at store level.
• Demonstrates an understanding of the customer and challenges their team to drive conversion, average basket, UPT and maximize sales.
• Scheduling and daily planning for store cover, based on sales trend/week and hours/day.

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.

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.