ROLE PURPOSE

The Retail Store Lead is the on-ground leader of an MNML outlet — the first dedicated leadership layer between the Sales Associate team and the Operations & Growth Director. This role exists because MNML's stores have outgrown a flat SA structure: someone must own the store's target, hold the floor together day to day, and translate head office direction into daily execution without every issue escalating to the founders.

Unlike a full Store Manager role, the Store Lead is scaled to MNML's current store sizes — leading a team as small as a single Senior SA (Pavilion KL, Pavilion Bukit Jalil, Sunway Velocity) or up to three SAs (TRX Exchange). The role's core mandate is simple: hit the store's sales target, keep the team motivated and disciplined, keep the store's basics running without being chased, and grow the store's own customer base through loyalty, reviews, and community-building tools.

KEY RESPONSIBILITIES

Store Target Ownership & Sales Performance

Own full accountability for the store's monthly sales target, tracked against the store's Min Target and Ideal Target (see Compensation & Benefits).
Monitor daily and weekly sales pace against target; take corrective action early rather than waiting for month-end.
Drive team-wide upselling, cross-selling, and gifting consultation to lift AOV and UPT.
Ensure Feb and Dec peak-month targets are planned for in advance, with adequate stock and staffing.

Team Leadership, Motivation & Discipline

Lead, brief, and motivate the store team daily — set the tone on the floor and lead by example.
Coach SAs on product knowledge, selling technique, and service standards; identify and develop future Senior SAs.
Enforce attendance, punctuality, uniform, and conduct standards fairly and consistently — be strict on standards while remaining supportive of the team.
Flag performance or conduct issues to the Operations & Growth Director early, with documentation, rather than letting issues sit unresolved.
Ensure the store opens and closes on schedule every day; personally responsible for eliminating late openings.

Backend Coordination — Inventory, Merchandising & Marketing

Work directly with the Inventory Executive to flag stock shortages, request replenishment, and coordinate inter-outlet transfers before they become lost sales.
Coordinate with the Merchandiser/Buyer on sell-through feedback, bestseller availability, and range gaps specific to the store.
Coordinate with the Marketing team on campaign readiness — in-store collateral, promotion mechanics, and stock alignment ahead of launches.

Customer Experience, Loyalty & Community Growth

Ensure every customer interaction reflects MNML's warm, refined brand tone — smile to the customer, every time.
Drive active enrolment of customers into the MNML loyalty programme at point of sale.
Proactively grow the store's Google review count and rating through natural, non-incentivised requests at the right moment in the customer journey.
Build and manage a store-owned WhatsApp customer group or broadcast list to share new arrivals, restocks, and store services — using initiative beyond what is written in the retail handbook.
Push store and product content through personal/store social channels where appropriate to support footfall and brand reach.
Partner with the Community Marketing function to plan and execute at least one in-store or community event/activation per quarter to drive footfall, sales, and loyalty.

Store Operations, Reporting & Administration

Submit a weekly store performance update to the Operations & Growth Director — sales vs target, team notes, stock issues, and any escalations — without needing to be asked.
Maintain accurate daily sales, cash, and incident reports; ensure POS and cash-handling SOPs are followed without exception.
Maintain visual merchandising and store housekeeping standards in line with brand guidelines.
Manage day-to-day staff scheduling to ensure the store is never under-covered.

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