Sam Yusop

•Lead the development of Clothing Operations and Visual Merchandising in Malaysia

•Support project management of roll-out into Stores

•Work with, coach and support stores with the delivery of projects ensuring the workload is right for stores, communication is effective and all relevant retail terms are engaged.

•Stores’ representative for Space, Range and Merchandising on Apparel, attending event sign-offs, supporting Stores’ planning of range changes and capturing feedback from stores

•Required to support in resolving Store issues and developing operational solutions to help drive the continuous improvement and make simpler for stores

•Ensures workloads for stores are planned within the agreed restrictions and not overloaded

•Completes 3 monthly compliance on all their stores ensuring all next steps are completed and has plans to turn reds in to greens

•Ensures that Group Team and Stores have the tools and communication cascade to implement the Business Plan

•Responsible for the overall look and feel of all stores in my region

•Ensures and Manages the delivery of first class and inspirational Visual Merchandising standard for all Stores

•Is aware of the departments budget and manages their costs correctly.

•Work each store to achieve their sales target and LFL

•Ensure that store’s availability is correct and clothing shrink is within company target

•Review and ensure PI is correct in each store.

Inspiring our team to deliver great service to our customers through:

•Role modelling exceptional service and coaching our team to do the same

•Achieving great standards and availability throughout the trading day

•Being friendly, listening and responding to customers’ needs in a timely manner

•Maintaining service standards which reflect the trading patterns of our department

Enabling our team to fulfill their potential through:

•Recruiting the best people for our team

•Ensuring our team are all fully trained & validated on all aspects of their roles

•Identifying and developing talent within our team

•Managing performance and creating development plans to address any underperformance issues

•Listening to what matters to our team

Delivering the performance KPIs for our store through:

•Being an excellent shift manager

•Ensuring all department routines and processes are followed

•Supporting my manager to deliver the change plans for our department

•Setting and communicating targets with our team

•Highlighting adverse performance and putting corrective measures in place

a. Assists the Director of Operations in development of plans and goals for the Sunshine Card Services Department.

b. Responsible for the development of processes, procedures, and training plans for the Sunshine Card Services Department. Conducts periodic reviews of existing procedures to ensure they are current, compliant, and effective.

c. Schedules training on new regulations, service features, processes, procedures or workflows for the department or all employees if required.

d. Ensures Card Specialists are thoroughly trained and maintains an up-to-date cross-training matrix to ensure ongoing learning and development.

e. Meets established goals and ensures that corporate-wide plans and programs are supported. Completes reports, records, and other documentation as required. Updates monthly scorecard for Department activities.

f. Holds team members accountable for results, including required competencies, service behaviors, policies, and procedures.

g. Provides effective feedback through coaching and timely performance appraisals.

h. Communicates Sunshine Card business plan and strategies to staff through: quarterly reviews, staff meetings, ongoing tactical & developmental one-on-ones and weekly link-ups.

i. Responsible for selecting team members, engagement, coaching, development and managing talent.

• Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
• Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
• Streamlined communication between customers and internal departments for timely issue resolution.
• Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
• Contributed to the achievement of departmental targets by meeting key performance indicators consistently.