Higher Executive

**Job Function**:
Omni-Channel Retailing

**Job Summary**:
The Executive/Higher Executive - Retail Services (E-commerce & Retail Management) is responsible for managing planning and implementing retail operations.

The Executive/Higher Executive - Retail Services (E-commerce & Retail Management) is responsible to oversees the end-to-end operations of emart outlets. He/she is responsible for driving the outlet's sales performance and service performance. He/She will implement and execute explore and undertake innovative ways to enhance the retail business, bringing the retail business to the next level. In order to drive seamless customer experience across channels, he oversees the order fulfilment processes for customers in store.

He/she operates in a fast-paced, diverse and customer-centric store environment. He/she is responsible for cascading and operationalising headquarters directives to the outlets.

Analytical and logical, he/she is required to explore solutions and analyse the feasibility of plans. He/She is also expected to coordinate closely with internal and external stakeholders to implement processes and technologies and to assist in the management of the retail services and operations.

He/she is a resourceful, driven and a service-oriented leader who is able to multi-task and manage emarts operations effectively.

**Job Responsibilities/Key Tasks(External)**:
**Deliver Operations Excellence**
- Identify specific sales volume drivers that support workforce-management practices, ensuring staff are sufficiently engaged at work to provide prompt sales assistance.
- Collaborate with Sales Supervisor to identify and develop training opportunities for staff to learn about new sales strategies and product knowledge.
- Monitor & handle fulfilment of customers' orders across all relevant platforms, including online-to-offline fulfilment activities

**Deliver Service Excellence**
- Review service staff and technology implemented provide interconnected sales touchpoints, streamlined end-to-end processes, and maintain service standards to meet customer demands
- Build and nurture a strong relationship with loyal customers through knowledge sharing, positive attitude, and excellent customer service.

**Achieve Sales**
- Research and review the relevance of new store concepts and technology available
- Train retail operations staff to adopt new technology and sales channels
- Integrate and streamline online-to-offline fulfilment processes to enable staff to process purchases and returns
- Meet sales targets by understanding customers' needs, providing expert knowledge in brand categories

**Manage Retail Operations**
- Understand customers’ operational needs to manage the retail operations
- Monitor KPIs performance and sales results
- Manage and develop forecast planning of resources to support business activities
- Plan the information flow for end-to-end from indent of items to receive items, stocktaking, write-off, stock adjustment, etc.
- Develop operational improvements based on performance measures
- Manage outsourced partners with reference to the KPIs and contracts

**Perform Business Continuous Improvement Activities**
- Execute business process solutions to innovate current business processes
- Review and feedback business process improvements through workflow analysis methods to support system development throughout project lifecycle
- Adhere to corporate social responsibility policies for logistics operations
- Execute environmental protection policies and procedures

**Perform Safety and Health Tasks**
- Manage WSH activities to ensure compliance to requirements
- Perform safety and health risk assessment
- Address WSH risks from assessment reports to determine hazards
- Coordinate corrective actions to address areas of non-conformance to WSH standards

**Implement Innovation and Productivity Initiatives**
- Measure the effectiveness of sales strategies, customer experience by leveraging on data analytic tools/software, and propose changes in sales strategies for retail outlets.
- Review sales, customer and purchasing behaviour data, and identify performance insights that formulate new sales initiatives

**Job Requirements**:

- Proficient in MS Office Applications / Microsoft Power Platform Applications.
- Knowledge of inventory stocktaking procedures is an advantage.
- Strong analytical and problem-solving skills.
- Excellent interpersonal and communication skills, capable of building trusting relationships
- Positive attitude and willingness to learn.
- Ability to work independently and manage multiple priorities.
- Able to balance a customer oriented and a result-oriented approach.
- Flexibility to work various shifts.

**Professional Qualifications & Relevant Experience**:

- Diploma / Degree in Business, Marketing or equivalent certifications
- 1-3 years of relevant experience in the retail industry