Senior Retail Sales Associate

Position Summary

The Senior Store Associate serves as a brand ambassador and role model on the sales floor, delivering exceptional customer experiences while supporting daily store operations. In addition to achieving personal sales goals, this role provides guidance to Retail Store Associates, promotes operational excellence, and helps drive store performance through strong product knowledge, customer engagement, and teamwork.

Key Responsibilities

Customer Experience & Brand Representation

• Deliver an outstanding customer experience that reflects The North Face's values and standards.
• Build genuine relationships with customers and create memorable shopping experiences.
• Be a product expert by providing customers with detailed product knowledge and recommendations.
• Resolve customer inquiries and concerns in a professional and timely manner.
• Serve as a role model for customer service excellence within the store team.

Sales Performance

• Consistently achieve individual sales and productivity targets.
• Support the store in achieving sales, conversion, ATV, UPT, and other key performance metrics.
• Identify opportunities to increase sales through cross-selling and upselling.
• Promote loyalty programs, membership initiatives, and seasonal campaigns.
• Share selling techniques and best practices with newer team members.

Team Support & Coaching

• Provide day-to-day guidance and support to Store Associates.
• Assist with onboarding and training of new hires.
• Reinforce company policies, operational procedures, and customer service standards.
• Support supervisors and managers in executing store initiatives.
• Foster a positive and collaborative working environment.

Store Operations

• Ensure store presentation and visual merchandising standards are maintained.
• Support opening and closing store procedures.
• Process sales transactions accurately and efficiently.
• Monitor sales floor standards and ensure merchandise is displayed appropriately.
• Maintain a clean, organized, and safe working environment.

Inventory & Loss Prevention

• Assist in stock replenishment and inventory management activities.
• Support stock takes, cycle counts, and inventory accuracy initiatives.
• Ensure adherence to loss prevention and security procedures.
• Help maintain an organized stockroom and back-of-house environment.

Qualifications

• Minimum GCE O levels/SHATEC/NITEC certification
• 2-4 years of retail or customer service experience
• Speak, read and write in English. Ability to speak in Mandarin and/or Malay will be useful to communicate with other staff and customers will be advantageous
• Experience in fashion, footwear, sportswear, or lifestyle retail is an advantage.
• Demonstrated ability to achieve sales targets
• Strong communication and interpersonal skills
• Ability to work flexible retail hours, including weekends and public holidays

Key Competencies

• Customer Focus
• Sales Driven
• Product Knowledge
• Teamwork & Collaboration
• Coaching & Mentoring
• Problem Solving
• Adaptability
• Accountability
• Attention to Detail

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift and move merchandise when required.
• Comfortable performing stocking, replenishment, and merchandising activities.