Carolyn Yeoh Beng Pheng

Store and Cluster Sales & Profitability

• Responsible for

Timberland Malaysia: 12 boutique stores and 4 retail outlets

The North Face Malaysia: 5 boutique stores and 1 retail outlet

• Set and manage sales targets effectively
• Manage budgets effectively, consistently delivering retail initiatives on-time and within financial constraints.
• Ensure CRM is aligned to provide best consumer experience

Operations and Compliance

• Streamline store operations and ensure all stores are compliant with company and mall audit
• Develop robust contingency plans to ensure business continuity during unforeseen disruptions.
• Spearhead process improvements, resulting in increased productivity and reduced operational costs.
• Champion safety protocols to maintain a secure working environment, reducing workplace accidents significantly
• Analyze data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly
• Manage inventory and supply chain operations to achieve timely and accurate delivery of goods and services

Leadership and People Development

• Conduct regular performance reviews, identifying areas for improvement and developing action plans to address them
• Train and guide team members to maintain high productivity and performance metrics
• Responsible for store employees' rewards structure
• Establish positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
• Empower employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes

Customer Service and Mall Management Excellence

• Enhance customer satisfaction by establishing clear communication channels and addressing concerns promptly
• Interact well with customers to build connections and nurture relationships.
• Liaise with mall management on operations issue

• Oversee Malaysia nation-wide retail market sales & profitability of 9 boutique stores and 4 retail outlets
• Set and manage sales targets
• Develop marketing and promotion plan based on market and consumer insights
• Accountable for merchandising strategy and promotion
• Streamline store operations and ensure all stores are compliant with company and mall audit
• Responsible for team development and rewards structure
• Protect employees and customers by providing a safe and clean store environment
• Recruit, hire, and train new employees ensuring they were well-equipped to provide exceptional customer service from day one
• Ensure that the CRM is aligned to provide the best consumer experience
• Resolve customer complaint
• Liaise with mall management on operations issue
• Influence and improved operational and merchandising strategies in APAC

• Manage 5 of the biggest and highest in revenue retail boutiques
• Having overall accountability for growing sales and profitability optimization throughout each area of the stores
• Lead and manage teams to deliver KPI's and compliant throughout the operation, as well as delivering excellent standards of customer service
• Ensure stores are following and displaying up to standard in accordance to VM guidelines provided
• Ensure CRM is aligned and provide the best service experience

• Achieve sales and new accounts targets
• Articulate product information, features and benefits to customers
• Build customer relationships and loyalty through personal interaction
• Maintain and increase customer data base and to engage customers
• Demonstrate sound knowledge of store products and services and use this knowledge to build sales
• Monthly scheduling and daily briefing to all staff on daily briefing board
• Planning and 1st level approval on staff’s Annual leave, off day to ensure sufficient staff coverage
• Managing and supervising staff sales performance
• Prepare Daily/ Weekly/ Monthly reports
• Submission of necessary documents according to deadlines.

• Execute and maintain visual merchandising and selling floor standards
• Communicate promotional event information to maximize results of each event
• Identify merchandise issues and opportunities based on selling and customer feedback
• Supervise, train and develop associates within a designated area
• Assist Senior Manager in delivering a premium consumer and employee experience.

• Utilize customer service skills, basic sales techniques, and product knowledge to connect customers with the right product and drive sales
• Build the bond between consumer and brand by providing superior service and adapting brand stories to the retail setting
• Maintain knowledge of various store departments and be available to operate cash register for regular transactions, perform shipping and receiving duties, stock the floor, perform cleaning duties, and build visual displays when necessary
• Serve as a product knowledge resource for consumers and entry level associates
• Assisting store manager to operate the store whenever possible.