Nicholas Chiew Ka Hoe

• Fully responsible for Country entire business operations which include but not limited to Sales, Marketing, Operations, Warehouse, Pricing, Branding, Customer Service, Admin and Human Resource.
• Performed strategic planning that include development of go-to-market strategies, marketing programs, product mix, pricing policy, and countermeasure plans to achieve overall revenue targets.
• Initiated strategic communication that guides direction of the organization to be in line with regional direction.
• Perform recruitment, developing talent and retaining strong leadership team; providing guidance and coaching to maximize their performance and accelerate their professional growth.
• Played crucial strategic role in account management department, mapping key account and monitoring competitor activities for formulating informed strategies to ensure business churn at lowest possible level, and to create competitive advantage over competitors.
• Monitored sales activities and driving account managers to ensure all clients are highly engaged, ensuring all feedbacks are addressed accordingly, new business development, as well as collecting market insights.
• Performed general managerial role over several account managers and oversees strategic commercial negotiations, cost savings, pricing, supply agreements, and payment terms for key accounts.
• Executing all corporate policies and objectives while maintaining highest level of ethics and industry standards.
• Planned, proposed, and executed annual sales budget plan to meet and exceed P&L expectations in line with the agreed regional KPIs.
• Initiated corrective actions where appropriate to ensure annual sales budget is met.
• Formulated 3-year business plan that aligned with commercial strategies, operational requirements, and financial expectation for value creation, and driving sales and operational performance.
• Managed Quarterly Business Review with business partners to drive Value Partnership and Key Account initiatives that leads to continual increase in total customer satisfaction.

Key Achievement: -

• Successfully improved business performance by 130% within 6 months period despite on-going pandemic effect.
• Organized Virtual Business Performance Review with all key dealers for fine-tuning business processes and sales support to optimize sales potential.
• Achieved Regional Forecast Target for three months consecutively upon full lockdown uplifted through new key account.
• Revamped SKUs listing, removing under performance SKUs with new SKUs that is relevant to current market trend.
• Restructure organization to maximize operational efficiency at optimal level within 2 months.
• Revised SOP and Policy to minimize credit note, reduced shrinkages, better inventory control, higher operating efficiency to support front-lines sales.

• Responsible for managing Retail Business covering the following scope but not limited to Business Development & Marketing, HR, Operations and Customer Care.
• Oversight business P&L that span across 140 physical retail outlets across Malaysia with 10 Direct Reports (3 Account Managers, 1 Marketing Executive, 6 Retail Officers).
• Implemented key projects/ initiatives such as Loyalty Program, New Outlet Opening Scheme, Strike Campaign, Incentivized Key Resellers, and Social Media awareness that boast revenue up by 93% Year-On-Year Growth (2020 vs 2019).
• To lead, coach and motivate Retail Team Members in line with company’s values to ensure business profitability and financial targets are met along with the delivery of brand standard as well as ensuring business operations are effective and efficient at outlet level.
• Translated Retail Strategy into a practical action plan for team members to execute according to the timeline set with the sole objectives of driving business performance to the next level.
• Worked alongside with cross functional departments such as Customer Care, Operations, Finance and Marketing to support Business Partners in resolving disputes/ conflicts.
• Provided market intelligence for shaping retail business direction in reacting to the ever-changing business landscape and competitors activities, making sure the current tactical plans are relevant for driving business performance.
• Built trust and maintained strategic relationship with key business partners for expanding business portfolio scope in a profitable manner and in accordance with company’s business requirement.
• Allocated budget for retail marketing, formulate and review existing retail standard operating procedures to increase efficiency of day-to-day outlet operations flow with objectives of driving exceptional customer experience and improving frontline morale.
• Prepared Retail Business Continuity and Risk management plan for mitigating revenue impact from unexpected events.
• Prepared Retail Business Management Report to regional management on monthly basis which covered business performance, tactical plan progress updates, market insights and business direction.
• Formulated training deck to equip retail team members and business partners with the necessary know-how for operating business at optimal level.
• Qualified prospects application against business long-term strategy, ensuring that the business on-boarded ideal resellers that are competent to drive business performance consistently.
• Performed quarterly business review with all business partners, obtained feedbacks for follow-up & designed action plan for business recovery/ improvement.

Key Achievement: -

• Achieved 93% YOY double digit revenue growth (2020 vs 2019).
• Achieved Sales Target for 12 consecutive months.
• Expanded physical retail footprints by 55% (from existing 90 to current 140).
• Restructured Retail Team, groomed two external talents within 6 months to manage Key Business Partners resulted in better Sales & Operational handling of the business, well recognized by Business Partners (Letter of Appreciation are attached).
• Re-shaped Retail Division Strategy to more Business Partner friendly with the sole objective of implementing win-win business tactical plan.
• Initiated ad-hoc incentive campaign for MBE Channel to drive sales momentum from business partners.
• Revenue increase by 90% YOY.
• Successfully roll-out MYPOS Shipping Tool & MyDHL+ for all Business Partners.
• Successfully negotiated for better Undelivered & Dispute handling with Customer Service Division.
• Achieved 100% internal audit compliance.
• Achieved 100% in Employee Engagement Survey Result.
• Revamped retail division policies and standard operating procedure to reflect current business needs, educated all Business Partners within 6 months period resulted in more efficient and effective exceptional handling situation and better customer experience.
• Revamped retail outlets audit checklist to reflect current business needs and to be more checklist friendly to Business Partners.
• Stronger cross-functional division alignment through active monthly meetings between division heads.
• Trained and groomed 1 intern to become Account Manager.
• Recruited and trained 1 external talent to become Account Manager.

• Planned yearly portfolio financial budget (Sales, CAPEX, labour cost, Repair & Maintenance expenses).

• Responsible for portfolio P&L for 45 stores across several states.

• Managed a team of 350 staffs (Senior Store Manager, Store Manager, Supervisors, Store Associate, Cashiers).

• Monitored Stock Take and Internal Audit Report to ensure Branch Operations are following the standard operating procedures and KPIs.

• Lead and coached Senior Store Manager/ Store Managers on a weekly basis.

• Performed recruitment to ensure manpower coverage are sufficient for all outlets.

• Reviewed and approved store expenses claims and staff overtime.

• Ensuring all stores have valid operating licenses.

• Scouted new location for new outlet and performed feasibility study for decision making.

Key Achievement: -

• Achieved 100% score for internal audit.

• Executed 4 ad-hoc projects: YVC, MEAT, OSD MATRIX and SSM Development.

• Executed 8 Expo Sales successfully.

• Achieved 20% YOY Sales Growth for 3 years consecutively.

• Trained and promoted 4 Senior Store Managers from Executive level.

• Planned yearly portfolio financial budget (Sales, CAPEX, labour cost, Repair & Maintenance expenses).
• Responsible for portfolio P&L for 150 outlets across Malaysia.
• Managed a team of 280 staffs (Area Manager, Store Manager, Supervisors, Store Associate, Cashiers).
• Monitored Stock Take and Internal Audit Report to ensure Branch Operations are following standard operating procedures and KPIs.
• Lead and coached Area Managers on weekly basis.
• Reviewed merchandising and planogram ensuring product mix are at optimal level for profitability and best use of outlet retail space.
• Performed counseling and performance improvement plan for staffs that were below expected job performance.
• Scouted new location for new outlet and performed feasibility study for decision making.

Key Achievement: -

• Revamped magazine planogram for 30 outlets, successfully improved appearance of magazine shelves and increase profitability of outlet by 15% right after implementation.
• Reviewed and revised standard operating procedure to make it relevant and user-friendly for front-liner to perform their daily operational works.
• Performed refreshment training for all Area Managers, Area Supervisors, and Store Managers on inventory management, cash management, stock take compliance, and merchandising technique.
• Developed Mobile Team to cover outlet that require temporary manpower support for events such as annual stock take, major planogram changes, and new outlet opening.

• Performed branch operations duties such as customer service, cashiering, stock ordering, stock-up, stock take, month-end report and price label.
• Acting Branch Manager for Duty Roster planning and task delegation to team members.
• Performed sales bank-in on daily basis.
• Ensured all promotional materials are displayed accordingly.