|Location||Kota Kinabalu Experience Center|
Responsible for day-to-day operations of the Young Living Malaysia Kota Kinabalu Experience Centre (KKEC) and manage a team consisting of 5 to ensure smooth operations and execution of services in the KKEC besides managing YL customers' expectations and providing customer service.
Essential duties & responsibilities
Essential duties and responsibilities include the following (other duties may be assigned):
To lead and manage KKEC that include KKEC Specialist, ambassador, order processing & payment handling. Oversee the duty roster, general cleanliness and condition of the outlet.
To monitor and ensure that KKEC operations that cover inbound activity, stock transfer, pick/pack and stock collection are operated smoothly and according to SOP.
Help drive, motivate and encourage staff to achieve their KPI targets.
To ensure an excellent standard is maintained in terms of presentation, visual merchandising display, maintenance and customer service.
Assist in the review, strategy, proposal, and execution of operational initiatives that would help foster a culture focused on productivity, efficiency, and service levels.
Review work procedures and operational challenges to determine ways to improve service and quality. To feedback and facilitate improvement in service, operation efficiency, and to manage customer satisfaction scores.
Manage and review monthly stock take reconciliation.
To regularly audit, carry out Quality Assurance activities and coach the EC team per the requirement set by the Head of Operations.
Generate and prepare relevant performance, audit, and standards reports.
Manage the preparation and control of daily petty cash.
Handle walk-in enquiries, complaints, escalations, disputes, and issues.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education & experience
Candidate must possess at least a bachelor’s degree, post graduate diploma, professional degree in any field.
Minimum 3-5 years of experience in retail, of which 1-2 years in proven leadership/people management capacity, and have managed retail outlet/s.
Knowledge and understanding of WMS or equivalent is an added advantage and of MS Office is a must.
Independent, good team player, creative, good interpersonal skills and leadership abilities with a customer-oriented mindset.
Good command of English (written and spoken) is a must.
Strong and proven problem-solving skills.
Methodical, accurate and consistent attention to details.
Independent, tactful, a person who takes initiative and has a high level of integrity.
Calm composure, proactive, organized and resourceful.
Personal attributes - have a pleasant personality and a positive attitude towards customer and employee relationships.
ADDITIONAL CODE OF CONDUCT COMPETENCIES
To perform the job successfully, this individual should demonstrate the following competencies:
Attitude – Demonstrate a positive “can do” attitude; show motivation; must be goal oriented and a self-starter; be “solution-minded” rather than “problem-minded”.
Work Ethics – Must be dedicated, responsible, hard-working, and a team player.
Oral Communication – Able to speak clearly with customers and employees in all situations; listen and get clarification; respond well to questions; demonstrate positive response to others.
Written Communication – Able to write clearly and informatively; edit work for spelling and grammar errors; vary writing style to meet needs; able to read and interpret written information.
Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration, regardless of their status or position; accept responsibility for own actions; follow through on commitments.
Safety and Security – Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly.
Attendance, Punctuality, Dependability – Be consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time, follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals.
For interested and qualified applicants, please submit your CV with a cover letter by clicking on the APPLY FOR THIS POSITION button. Please indicate clearly the position being applied for in the email. We will contact shortlisted applicants in due time. Thank you in advance for your time and interest.