Job Description

JOB SUMMARY

We are seeking a results-driven and hands-on General Manager to lead our new 37,000 sq ft store, which operates 24 hours a day. Reporting directly to the Head of BookXcess, this role holds full accountability for the store's strategic direction, commercial performance, team leadership, customer experience, and operational excellence. The General Manager will oversee all aspects of store operations, including sales, marketing, administration, facilities, lease management, and manpower planning across shifts.

ROLES & RESPONSIBILITIES

1. Store Leadership & Strategy

Lead and manage the overall performance and long-term strategy of the store. Set and implement store-level objectives aligned with business goals. Collaborate with the central team on marketing, merchandising, and operational plans.
2. Operations, Administration & Facilities

Oversee day-to-day store operations including merchandising, SOP compliance, and customer service. Manage 24-hour operations across all departments and ensure effective shift planning and execution. Supervise support functions such as administration, cleaning, and security to maintain safety, cleanliness, and operational efficiency. Ensure facility standards, safety protocols, and regulatory requirements are consistently met.
3. Financial & Lease Management

Manage the store's full profit and loss, budgeting, forecasting, and expense control. Provide timely financial and operational updates to the Head of BookXcess. Handle lease agreements and tenancy matters with mall management, including negotiations, renewals, and compliance.
4. Marketing, Events & Customer Engagement

Lead store-level marketing campaigns to boost footfall and drive sales. Organize monthly events that enhance customer experience and brand engagement. Ensure visual merchandising reflects brand identity and appeals to target audiences. Resolve customer issues with speed, empathy, and professionalism.
5. People Management & Shift Leadership

Coach and develop store managers and team members to ensure high performance and accountability. Manage recruitment, onboarding, shift scheduling, and workforce planning to ensure adequate coverage across all hours. Lead daily briefings and ensure effective handovers between shifts for seamless operations. Build a strong, motivated, and service-oriented team culture focused on continuous improvement.

REQUIRED EXPERIENCE

Bachelor's degree in Business, Retail Management, or a related field. Minimum 8 - 10 years of experience in retail, with at least 5 years in a senior store leadership role. Experience managing large-format or 24-hour store environments is preferred. Proven track record in P&L management, retail operations, and customer service. Strong capabilities in shift planning, team leadership, and facilities oversight. Familiarity with lease management and working with mall operators. Excellent communication, problem-solving, and organizational skills. Willingness to work flexible hours and manage operations across rotating shifts.

WORKING CONDITIONS

Environment: Retail Outlets at Sunway Square Mall and HQ Emergency Response: Required to report during urgent operational needs
Job Types: Full-time, Permanent

Work Location: In person