Responsible l Pull & Bear Sunway Pyramid l Retail l Malaysia

Job Requisition ID: 174332 

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

• The VCM / FLS Supervisor is integral to the store management team, responsible for leading and overseeing shop floor operations, customer service excellence, and adherence to company standards. This role ensures that the store delivers a high-quality shopping experience, while maintaining visual merchandising standards and operational efficiency. Success factors include effective team leadership, problem-solving capabilities, and the ability to adapt to dynamic retail environments. The supervisor collaborates with store managers to strategize and implement commercial activities that align with brand objectives.

Shop Floor & Fitting Room Management

• Maintain personal and team image standards, ensuring staff appearance aligns with company guidelines.
• Control replenishment and product display during peak hours to ensure availability.
• Lead by example in customer service, motivate the team to achieve service standards.
• Provide immediate assistance and up-selling solutions to customers.
• Supervise fitting room operations and manage customer engagements effectively.
• Handle customer complaints and difficult situations using company procedures.
• Collect and communicate customer product feedback with management.
• Manage queue and service efficiency at cashier counters.

Product Knowledge & Floor Layout

• Ensure furniture is used properly according to Visual Merchandising Manual.
• Adjust store lighting to enhance product visibility.
• Maintain inventory of store fixtures and furniture conditions up to standard.
• Ensure consistent product replenishment on the shop floor.

Commerciality

• Anticipate and react to commercial opportunities, including weather and event-driven sales moments.
• Analyze and use RFID commercial reports to improve sales and inventory strategy.
• Understand and organize distribution system components, including capacity and general returns.
• Interpret various reports, such as Rotation, Success, TGT ranking, and manage floor sales accordingly.

Visual Merchandising Skills

• Demonstrate company boutique concepts and fixture coordination.
• Prioritize areas for display featuring best-selling or new collections.
• Balance sales and image in visual merchandising decisions.
• Prepare for special sales days following company processes in collaboration with store management.
• Apply the 5 Basic VM principles effectively in merchandise presentation.
• Correctly place graphics and signs according to seasonal guidelines.

Learning & Development

• Train and develop the commercial team, fostering growth and succession plans.
• Identify potential within the store and manage development plans with follow-up actions.

Standards & Compliance

• Ensure comprehensive legal compliance across the store and train employees in SOPs.
• Conduct store self-assessment audits and review internal audit reports, devising action plans with management.

Health & Safety

• Maintain good housekeeping across all store areas.
• Communicate risks and ensure safe working practices are adhered to by employees.

• Excellent customer service skills with the ability to handle complaints and difficult situations effectively.
• Strong organizational skills to manage shop floor displays and replenishment processes.
• Proficient in analyzing and utilizing commercial reports to drive sales.
• Ability to train, motivate, and develop a team for succession planning.

• Previous fashion retail experience is preferred.
• Strong numeracy and literacy skills are essential, along with cash handling experience.
• Passion for fashion and consumer engagement is vital.
• Good communication and interpersonal skills are necessary, along with energy and enthusiasm.
• Demonstrated self-motivation and initiative, capable of working independently and in a team setting.
• Flexibility to work varied hours, including nights, weekends, and holidays is required.

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.
Additional Internal Information:

• Reports to: Store Manager
• Band: D

Note:-

You must have been an Al-Futtaim employee for at least 18 months in order to be considered.
You must inform your HRBP in confidence of your application.
Please note that this vacancy may be advertised externally in the next week so apply without delay.

Tasks & Responsibilities

Shop Floor & Fitting Room Management
• Present a proper personal image and keep continuously check and manage the image of other staffs
• Demonstrate good control of replenishment and sufficient product display at peak hours/days
• Lead by example and teaches Customer Service 6 Minimum to the team, motivate & ensure the team achieves them
• Provide immediate assistance/solutions/up-selling to customer
• Supervise and manage the fitting room in good image
• Is able to handle complaints & difficult situations with customers
• Is able to handle customer complaint by company procedure, escalate for support when it's unsolved over a time
• Is able to collect product feedback from customer, identify product issue, and communicate with managers
• Manage the queue and service in cashier counter

Product Knowledge & Floor Layout
• Is able to examines with manager if:
- furniture are properly used according to the Visual Merchandising Manual.
- lighting is in correct direction, make adjustments if needed
- inventory of store fixtures up to dat
- fixtures & furniture condition are up to standard
• Has to be able to controls that product on the shop floor is properly replenished at all the time

Commerciality
• Has the ability to foresee and react to special commercial moments (weather, holidays, shopping mall events etc.)
• Is able to read and use all types of RFID commercial reports in TGT (Antiranking, Shop floor locked, Broken size, Money mapping, etc.)
• Can show he/she understands the concept of ‘Y’ and ‘Success’ in rebajas, the distribution system and that is able to organize capacity/general return accordingly.
• Can show knowledge and understanding of different reports especially on:
- Rotation and Success
- Subfamily report
- TGT 50% ranking
- New arrival report
- floor’s sales at regular intervals

Visual Merchandising Skills
• Is capable to display knowledge of company boutique concept
• Is able explain what products can be used on different fixtures, can coordinate it on fixtures following company image and customer profile.
• Knows the priority areas displayed with best selling/ new/ potential collections
• Is always equipped with the mindset to balance between sales & image
• Ensures smooth visual commercial preparation of a Special Day (Rebajas, 11/11, Spring festival, National day, etc.) with store managers and commercials, following company process.
• Capable to use the 5 Basic VM principles (Concept, Color, Print, Acc, Replenishment)
• Be able to correctly place graphics and signs (season, PVP, etc.)
• Replenishment number on each display

Learning & Development

• Responsible for the training and development of the commercial team.

• Identify and develop potential within the store and manage succession plans with the relevant follow up.

Standards & Compliance 
• Ensures that the store is adequately resourced across all the areas that are touched by legal compliance have a thorough knowledge of all compliance issues across the store and that the people involved are knowledgeable and fully trained
• Ensures employees are knowledgeable and always updated on SOPs
• Implements store self-assessment audits/reviews internal audit reports and devise action plans with the wider management team ensuing that actions are delivered

Health & Safety
• To ensure good housekeeping is maintained throughout all areas in the store and to communicate with the senior management team in case an accident happens
• To be aware of the risks of employees and customers are exposed to and to be aware of safe work practices and company procedures to overcome them.

Minimum Qualifications and Knowledge:
• Previous fashion retail experience and/or excellent customer service experience preferred
• Previous cash handling experience desirable Strong numerate and literacy skills
• Love/and or passion for fashion
• Articulate and good communication skills
• Energetic & enthusiastic
• Good interpersonal skills
• Strong initiative & self-motivation
• Ability to work independently and as part of a team
• Flexibility to work varied hours including nights, weekends and holidays