Retail Sales Manager

Working Location: Kuala Lumpur, Malaysia

Reporting Line: Group CEO

Position Overview

The Retail Sales and Operations Lead is responsible for leading the day-to-day retail sales and customer service operations of the Malaysia office, while ensuring effective office administration and cross-departmental coordination. The role focuses on improving sales execution, customer experience, operational efficiency, team capability, and local market responsiveness.

The position also serves as a key source of market intelligence by maintaining a strong professional network within Malaysia's financial services and Fintech industry and identifying relevant industry, competitor, customer, and regulatory developments at an early stage.

Key Responsibilities

1. Retail Sales Operations and Team Support

• Lead and coordinate the day-to-day operational activities of the Malaysia retail sales team.

• Support the team in managing retail client enquiries, follow-ups, onboarding coordination, and sales-related operational matters.

• Provide coaching, product guidance, and process support to improve the team's sales capability, service standards, and performance.

• Monitor retail sales activity and performance indicators, identify operational gaps, and recommend practical improvements.

• Ensure sales materials, procedures, records, and internal guidelines are accurate, updated, and consistently followed.

• Coordinate with Marketing and other relevant teams on locally suitable retail campaigns, promotions, and customer engagement initiatives.

2. Customer Service and Operational Leadership

• Provide leadership and operational guidance to the Customer Support team in Malaysia.

• Ensure retail client enquiries, service issues, and escalations are handled promptly, professionally, and in accordance with company procedures.

• Work with relevant departments to resolve recurring operational issues and improve customer journeys, service quality, and response efficiency.

• Promote effective coordination between Retail Sales, Customer Support, Operations, Marketing, Compliance, and other supporting functions.

• Monitor service standards and customer feedback, and implement improvements where required.

3. Malaysia Office Management

• Oversee the daily administration and smooth operation of the Malaysia office, including facilities, equipment, supplies, vendors, and company resources.

• Maintain a professional, safe, organised, and efficient working environment.

• Ensure employees have the resources, operational support, and clear communication required to perform effectively.

• Support the implementation of company policies, procedures, internal controls, and local operational requirements.

• Act as the main point of contact for day-to-day Malaysia office matters and escalate material issues to management when necessary.

4. Malaysia Market Intelligence and Industry Network

• Build and maintain a strong professional network within Malaysia's financial services, Fintech, and related industries.

• Maintain high sensitivity to changes in the Malaysian market, including competitor activities, customer behaviour, product trends, regulatory developments, and industry practices.

• Gather and communicate timely market intelligence to regional and global management, highlighting emerging risks, opportunities, and potential business impact.

• Translate market insights into practical recommendations for retail sales, customer service, marketing, and operational planning.

5. Local Marketing and Customer Engagement Support

• Provide local market input to the Marketing team on customer preferences, campaign positioning, language, channels, and timing.

• Support the planning and coordination of Malaysia-focused retail campaigns and customer engagement activities.

• Review campaign and customer feedback with relevant teams and recommend improvements based on local market response.

6. Leadership, Governance, and Cross-Departmental Coordination

• Set clear priorities for the Retail Sales and Customer Support teams and promote accountability, collaboration, and consistent service standards.

• Ensure business activities are conducted professionally and in line with company policies, applicable procedures, and regulatory expectations.

• Prepare regular operational and performance updates for management and promptly report significant market or office-related matters.

Job Requirements

• Bachelor's degree in Finance, Business Administration, Management, or a related field is preferred.

• At least five years of relevant experience in Fintech or a regulated financial services environment is required.

• Demonstrated experience in retail sales operations, customer service, team leadership, and office management.

• An established professional network within Malaysia's financial services, Fintech, or a related industry.

• Strong market awareness and the ability to identify and respond quickly to changes in Malaysia's industry, competitor landscape, customer behaviour, and regulatory environment.

• Strong analytical, problem-solving, communication, stakeholder-management, and leadership skills.

• Ability to work independently, exercise sound judgement, and manage multiple priorities in a fast-paced and evolving environment.

• Excellent written and verbal communication skills, with the ability to collaborate effectively across departments and with external parties.

• Good understanding of the Malaysian market; broader Southeast Asian market exposure is an advantage.

Salary Range MYR 10,000 to MYR 12,000