Job Description

Store Operations Support

Collaborate closely with Retail Operations Manager and internal/external stakeholders to ensure smooth daily store operations. Provide comprehensive operational and administrative support, including ordering uniforms, packaging materials, monogram patches, stationery, collateral, and other operational supplies. Coordinate with logistics and warehouse teams on all logistics-related matters, including regular replenishment, stock take, discrepancy resolution, special shipments, and price adjustments. Follow up on store maintenance matters with vendors and store teams to ensure stores are well presented according to brand standards. Support Retail Operations Manager in coordinating store and sales-related projects, including store openings, relocations, flash sales, and corporate sales events. Assist Retail Operations Manager with B2B sales operations, including product listing and pricing, quotation preparation, vendor code creation, price setup, logistics coordination, invoicing, and payment follow-up. Ensure strict adherence to company policies, procedures, and operational standards across all stores. Perform ad hoc projects and tasks assigned by Retail Operations Manager.

Performance Tracker & System Supports

Monitor and track sales performance, KPIs, and productivity metrics. Prepare commission and incentive reports for approval by Retail Operations Manager. Coordinate system support related to BI reports, POS, CRM, and SAP platforms to ensure operational efficiency and data accuracy. Handle all retail and CS related invoice processing and payment through SAP and Docuware.

Customer Experiences

Assist Retail Operations Manager and the Marketing team to coordinate in-store activations, marketing campaigns, and product launches. Support the implementation of customer engagement and loyalty initiatives, including client call lists, VIP events, CRM result tracking, and ROI analysis. Conduct quarterly visual checks to ensure stores comply with brand presentation and visual merchandising standards.

After Sales Services

Support the Customer Service Manager, SEA in preparing monthly and annual repair analysis and store KPI reports for Malaysia. Prepare monthly repair incentive reports for Malaysia and get approval from Customer Service and Retail Operations Managers. Conduct quarterly CS checks to ensure repair items are properly managed and spare parts inventory are recorded accurately in stores.

The Retail Operations Executive provides crucial support in managing the day-to-day operations of TUMI Malaysia retail, ensuring smooth store execution and operational efficiency.

Education

Higher Diploma / Degree in Business Administration or related discipline.

Experience Requirements

Minimum 2 years solid retail operations experience in a fast-paced environment, ideally in Retail /FMCG industry Strong understanding of retail KPIs, inventory management, and customer service Good team player, committed, flexible, multi-tasking, and strong analytical skills Independent and able to work under pressure

Mobility/Travel

Regular store visits are a must.

Computer Skills

Proficiency in SAP, Docuware and MS Office, especially Excel and PowerPoint

Language

Good spoken and written English and Bahasa Malaysia. Mandarin will be added advantage