Mall Head (Alabang)

Job Description

The Mall Head supports the Area Manager in overseeing daily store operations across mall-based locations. This role is responsible for supervising staff, ensuring exceptional customer service, maintaining store standards, and driving sales performance. Acting as a key liaison between frontline employees and management, the Mall Head also provides timely updates on mall activity, marketing trends, and competitor actions—supporting strategic decisions and brand positioning.

B. Duties and Responsibilities

1. Team Supervision - Includes oversight of Senior Sales Associates, Customer Service Assistants, and Store Leaders/Heads

• Supervise and coordinate daily activities of store teams.
• Provide training, guidance, and motivation to store staff.
• Communicate and cascade approved shift schedules to all team members.
• Ensure adherence to schedules, productivity standards, and performance expectations.
• Serve as reliever during staff absences or rest days.
• Conduct regular audits and compliance checks.

2. Ka Primer Customer Service

• Ensure consistent delivery of excellent customer service.
• Handle customer inquiries, complaints, and escalations professionally and promptly.
• Foster a strong customer-first culture within the store team.

3. Sales & Visual Merchandising

• Support and drive the achievement of store sales targets.
• Lead the execution of high-impact visual merchandising, including:

o Seasonal and promotional displays
o Clean, properly tagged, and well-organized product presentation
o Store layouts in line with brand guidelines

• Monitor store traffic flow and product placement to optimize customer experience.
• Ensure all visual displays and signage meet brand standards.
• Assist in inventory management, replenishment, and stocktaking.

4. Mall Activity & Marketing Updates

• Monitor and report mall foot traffic and customer flow patterns.
• Coordinate with mall administration on mall-wide events, promotions, and campaigns.
• Provide timely feedback to the Area Manager on local marketing efforts and mall-driven initiatives.
• Stay informed of competitor activity, including promotions, product launches, and customer engagement strategies.
• Share relevant insights with management to enhance store positioning and performance.

5. Operations & Compliance

• Ensure proper implementation of opening and closing procedures, including cash handling and reporting.
• Maintain a clean, organized, and fully operational store environment.
• Ensure compliance with company policies, SOPs, and government regulations.
• Support the execution of price changes, promotions, and company initiatives.
• Conduct bi-monthly zoning checklists to assess operational readiness.
• Implement and execute business initiatives such as:

o Digital payment systems
o Customer loyalty programs
o Live selling events
o Online selling platforms

• Monitor and report all store maintenance issues (e.g., lighting, HVAC, plumbing, fixtures).
• Submit maintenance concerns to the Project Management Department via the official Google Form.
• Ensure each submission is acknowledged and logged by the Project Management team.
• Track all maintenance issues using committed resolution dates and follow up until full resolution.
• Maintain a store maintenance log and escalate unresolved concerns to the Area Manager or Project Management as needed.
• Coordinate with mall administration or external vendors for mall-handled facility issues.

6. Inventory Control

• Oversee and participate in daily inventory processes, including receiving, labeling, stocking, and organizing merchandise.
• Conduct regular stock counts and cycle counts to maintain accurate inventory records.
• Identify and report discrepancies, stock variances, and damaged goods.
• Monitor inventory
• Ensure proper storage, stock rotation, and loss prevention protocols are followed.
• Assist in preparation for inventory audits.
• Actively participate in:

o Monthly Physical Inventory Count (PIC)
o Cross Monthly Physical Inventory Count

C. Job Qualifications

• College Graduate

• Proven experience (typically 3+ years) in retail operations, store management, or a supervisory role, preferably within a mall-based setting or multi-unit environment.

• Demonstrated success in achieving sales targets and managing daily operational activities.

D. Competencies

• Leadership & Supervision

• Operational Excellence

• Customer Service Focus

• Communication & Interpersonal Skills

• Business Acumen

• Proactive and Results-Oriented

• Adaptability