Retail Outlet Manager

Monroe Consulting Group, an Executive Recruitment firm, is partnering with an organisation in the Consumer Electronics industry to hire a Retail Outlet Manager. This opportunity is based in Johor / Melaka.

Position Overview

The Retail Outlet Manager is responsible for leading the overall operations, sales performance, and team management of the assigned retail outlet. This role plays a critical part in driving revenue growth, achieving key business KPIs, and delivering exceptional customer service standards.

Key Responsibilities

• Achieve the monthly sales target of RM300,000 with a 50% Gross Profit (GP) for the assigned outlet.
• Oversee and ensure the smooth day-to-day operations of the retail outlet.
• Lead the team to achieve company KPIs, including Zero Rejection and an 80% customer closing rate.
• Prepare staff work schedules and ensure adequate manpower to meet operational and customer service requirements.
• Monitor inventory levels, maintain product availability, and coordinate stock replenishment when necessary.
• Train and coach team members on IT products, customer service, and sales techniques.
• Evaluate staff performance and discipline, providing regular feedback to improve productivity and achieve business objectives.
• Foster a positive working environment and resolve staff issues or conflicts professionally.
• Deliver excellent customer service by assisting customers, providing product information, and addressing enquiries.
• Handle customer complaints promptly and professionally to ensure customer satisfaction.
• Develop and execute sales strategies to achieve outlet sales targets.
• Plan and implement promotional activities and marketing campaigns to drive customer traffic and sales.
• Analyse sales performance to identify trends and opportunities for business improvement.
• Manage cash handling procedures, including daily cash balancing and bank deposits.
• Prepare and submit operational, sales, and financial reports to management on a regular basis.
• Ensure the outlet is clean, organised, safe, and compliant with company policies and procedures.
• Build and maintain strong relationships with suppliers to ensure a continuous supply of quality products.
• Monitor and analyse Key Performance Indicators (KPIs) to improve outlet performance.
• Conduct monthly visits to branches and provide training to new employees when required.
• Comply with all company policies, procedures, and operational standards.
• Perform any other duties assigned by the company from time to time.

Key Requirements

Qualifications & Experience

• Diploma, Bachelor's Degree, or equivalent qualification in Business Administration, Retail Management, Marketing, Information Technology, or a related field.
• Proven experience in retail outlet management, store operations, or sales leadership.
• Demonstrated track record of achieving sales targets and business KPIs.
• Experience in staff supervision, performance management, coaching, and training.
• Experience in inventory management, cash handling, and operational reporting.
• Prior experience within the IT retail industry or consumer technology retail environment is advantageous.

Technical / Functional Expertise

• Strong knowledge of retail outlet operations and sales management.
• Experience managing sales targets, including revenue and gross profit objectives.
• Knowledge of KPI monitoring and performance analysis.
• Familiarity with IT products and the ability to train team members on product knowledge.
• Experience in inventory control, stock replenishment, and supplier relationship management.
• Competency in preparing operational, sales, and financial reports.
• Understanding of promotional activities, marketing campaigns, and customer acquisition strategies.
• Knowledge of customer service management and complaint resolution.
• Experience in workforce scheduling and manpower planning.

Soft Skills & Leadership Competencies

• Strong leadership and team management capabilities.
• Excellent interpersonal and communication skills.
• Customer-focused mindset with a commitment to service excellence.
• Strong problem-solving and decision-making abilities.
• Ability to coach, motivate, and develop team members.
• High level of accountability, integrity, and professionalism.
• Strong organisational and time management skills.
• Ability to work effectively in a fast-paced retail environment.
• Conflict resolution and stakeholder management skills.
• Results-driven with a focus on achieving business objectives and continuous improvement.