Manager, Retail Management (Exclusive Channel)

WE’RE HIRING: MANAGER, RETAIL MANAGEMENT (EXCLUSIVE CHANNEL)

Ready to transform retail experiences and drive service excellence nationwide?

We are looking for a Manager, Retail Management to lead Customer Experience (CX), Retail Excellence and Service Transformation across our Premier Shop network. This role is ideal for someone who enjoys turning customer insights and retail data into meaningful improvements.

What You’ll Do

• Develop and drive the retail CX strategy, service standards and customer journey framework across Premier Shops.
• Lead retail service excellence, operational governance, audits and continuous improvement initiatives.
• Own CSAT & NPS initiatives by analyzing customer feedback, complaints and service trends to improve satisfaction and loyalty.
• Monitor retail performance including walk-in traffic, waiting time, service turnaround time, conversion and customer satisfaction.
• Lead Queue Management System (QMS) implementation, retail dashboards and performance reporting.
• Drive customer-centric culture through training, coaching, service certification and field assessments.
• Manage relationships with Premier Shop owners, Regional Heads, Sales Managers and Channel Managers to ensure consistent retail standards nationwide.
• Support Marketing and GTM teams in retail campaign readiness, activation and performance measurement.
• Enhance device-led and digital retail experiences by staying updated on smartphones, connected devices and consumer technology trends.
• Identify and replicate best practices across high-performing Premier Shops to improve both customer experience and commercial performance.

What We’re Looking For

• Bachelor’s Degree in Business, Retail Management, Marketing, Customer Experience, Hospitality, Telecommunications or related field.
• 5–8 years of experience in Retail Operations, Customer Experience (CX), Retail Excellence, Service Quality or Multi-Outlet Retail Management.
• Experience in Telecommunications, Consumer Electronics, Banking, Retail Chains, Hospitality or Customer Service Operations is highly preferred.
• Strong knowledge of customer journey mapping, NPS, CSAT and service improvement.
• Strong understanding of retail operations, service standards, customer flow and operational governance.
• Able to analyze retail performance data and customer insights to drive improvements.
• Strong influencing, presentation, coaching and stakeholder management skills.
• Passionate about customer experience and driving change across multiple retail locations.
• Familiarity with smartphones, mobile devices, accessories and digital retail engagement is an advantage.
• Good communication, interpersonal and analytical skills, well-organised and committed to deadlines.

Why Join Us?

Be part of a team that is transforming traditional retail into a more customer-centric, data-driven and engaging experience across a nationwide retail network.

Apply now and be part of the transformation!