Job Purpose/Overview:
The Pet Owner & Retail Experience Manager creates impactful brand experiences across retail stores and veterinary clinics. Through visual merchandising, POSM, and educational collaterals, the role brings Royal Canin's Health Through Nutrition philosophy to life. By understanding pet owners and customer needs, the role enhances brand visibility, engagement, and conversion while supporting business growth.
Key Responsibilities:
Build experience strategy and measure
- Develop and execute the Pet Owner & Retail Experience strategy across retail stores and veterinary clinics to strengthen Royal Canin's brand visibility and Health Through Nutrition proposition.
- Design impactful consumer journeys through visual merchandising, POSM, educational collaterals, and experience-led activations at key touchpoints.
- Partner with Marketing, Sales, Veterinary, and external agencies to deliver best-in-class retail and clinic experiences aligned with brand objectives.
- Identify opportunities to enhance shopper engagement, pet owner education, and conversion through continuous field immersion and customer insights.
- Monitor experience excellence through defined KPIs, market intelligence, competitive benchmarking, and best-practice sharing across markets.
- Manage budgets and resources to ensure efficient and effective execution of experience initiatives.
Engage and enable stakeholders
- Equip internal teams and customers with the tools, guidelines, and capabilities to consistently deliver premium Royal Canin brand experiences.
- Develop educational materials, experience standards, and activation toolkits to support retail and clinic execution.
- Train and coach sales teams and partners on brand visibility, experience principles, visual merchandising standards, and pet owner engagement.
- Foster strong collaboration with customers, veterinary partners, agencies, and suppliers to elevate the quality and consistency of execution.
Deliver experience solutions
- Develop and maintain a portfolio of retail and clinic experience assets, including POSM, educational materials, displays, fixtures, and activation tools.
- Lead the implementation of experience solutions for new store openings, clinic upgrades, and key brand initiatives.
- Manage supplier relationships and production processes to ensure timely delivery, quality standards, and cost efficiency.
- Oversee inventory and deployment of experience materials to maximize effectiveness and resource utilization.
- Ensure all retail and clinic touchpoints consistently reflect Royal Canin's Health Through Nutrition philosophy and brand standards.
Job Specifications/Qualifications:
- Graduate degree in Marketing or equivalent and/or relevant job experience.
- Experience working within Fast Moving Consumer Good Industries or retail merchandising/ marketing.
- At least 5 years experiences in retail merchandising and/or sales environment.
- Thorough understanding of marketing principles and retail merchandising fundamentals.
- Excellent communication (both written & oral) in English.
- Fluent in both English & Bahasa Melayu (Knowledge of local dialects would be added advantage).
- Computer literate, proficient in Microsoft Excel.
- Excellent planning skills.
- Creative thinker and ability to apply according to brand charter.
- Strong ability to execute projects on time to meet tight deadlines.
- Strong communication and presentation skills with good negotiation skills.
- Self-motivated, detailed oriented & ability to multi-task.
- Interest for nutrition and Passion for dogs and cats would be a plus.
- Possess valid driver's license.
- Willing to travel.
