Sales Team Manager

This role will be based out of KLIA. The Team Manager serves as the primary on-site leader responsible for optimizing team performance and driving high standards of customer service delivery through the Conversation Selling Model. This mandate includes achieving and optimizing sales, store 

revenue and key targets concurrently cultivating a robust high-performance culture and 

elevating the customer experience across all retail stores touchpoints. Furthermore, the role 

is responsible with ensuring absolute operational rigor, consistently meeting all audit, risk and 

compliance requirement while actively driving cost efficiency initiatives.

Key accountabilities: 

1. Sales Performance and KPI Management 

• Drive store and team KPIs to achieve the MY Retail Balanced Scorecard targets. 

• Conduct regular sales performance reviews and implement action plans to improve results. 

• Support product launches, promotions and campaigns to maximize revenue opportunities. 

• Capture and communicate local competitor insight and work with Line Manager to ensure rates are supportive to the business. 

2. Customer Service Excellence 

• Ensure high standards of customer service delivery consistently across all stores. 

• Manage and resolve customer complaints promptly and effectively. 

• Build engagement with Sales Consultants to improve customer experience and staff voice feedback.

3. Inventory & Operational Controls 

• Manage inventory – review stock forecasts, review cash in tills to ensure sufficient cash and currency rotation. 

• Execute branch operations in line with SOPs and maintain adherence to branding guidelines. 

• Ensure compliance with Audit, Risk, Health & Safety, Security, KYC and other regulatory requirements. 

• Review and validate operational checklists, KYC trackers, store appearance reports and CARE observations.  

Role-Specific Experience and Skills: 

• Proven track record of driving sales performance, operational excellence, and cost management. 

• Strong understanding of retail sales culture with experience supporting and coaching frontline teams. 

• Demonstrated capability in people management and team development with a winning through people mindset. 

• Strong process discipline with the ability to execute and enforce operational procedures. 

• Sound understanding of risk within a retail and/or financial services environment and the ability to apply commercial judgment. 

• Customer-centric approach in decision-making and service delivery. 

• Experience in supporting and implementing change initiatives