Branch Manager

About the role

We are looking for a responsible, hands-on and people-oriented Branch Manager to oversee the daily operations of our premium lifestyle lounge. Your main responsibility is to make sure the outlet runs smoothly, the team performs well, customers receive consistently good experience, and the branch is able to achieve the company's KPI and performance targets. You will oversee the shop, manage the team, monitor service and operational standards, handle day-to-day issues, and maintain good relationships with regular customers and members.

What You'll Do:

• Oversee the day-to-day operations of the branch and ensure everything runs smoothly.
• Supervise, guide and monitor outlet staff during daily operations.
• Ensure staff follow company SOPs, service standards and assigned responsibilities.
• Arrange and monitor staff schedules, attendance and manpower requirements.
• Maintain a clean, presentable and well-organised outlet environment.
• Monitor outlet supplies, inventory and replenishment requirements.
• Ensure opening, closing and daily operational procedures are properly carried out.
• Identify and resolve day-to-day operational or customer service issues.
• Ensure the outlet is well maintained and operating according to company standards.
• Provide regular updates to management on outlet performance, staff matters and operational issues.
• Build and maintain good relationships with regular customers and members.
• Engage with customers at the lounge and ensure they feel welcomed and well taken care of.
• Handle customer feedback, concerns and service recovery when necessary.
• Support membership renewals, reloads and customer re-visits when opportunities arise.
• Assist with lounge events, promotions and customer activities when required.
• Coordinate with internal teams and management on matters related to branch operations.
• Support other outlets within Kuala Lumpur or Klang Valley when required.

Who We’re Looking For:

• Responsible, reliable and able to take ownership of an outlet.
• Comfortable supervising and managing staff.
• Able to lead by example and make sure tasks are properly completed.
• Good at following up and making sure things get done.
• Friendly, confident and comfortable engaging with customers.
• Has good communication and people-management skills.
• Able to build good relationships with regular customers and members.
• Has good communication and people-management skills.
• Smoke-friendly and comfortable working in an environment where smoke may be present.
• Able to communicate in English and Bahasa Malaysia; Mandarin is an advantage.
• Experience in retail, hospitality, customer service, outlet operations or branch management is preferred.
• Previous experience managing an outlet, team or customer-facing operation is a plus.

What You'll Love About Working Here:

• Commission available – Be rewarded based on performance and contribution.
• Premium lifestyle environment – Work in a relaxed, customer-focused lounge setting.
• Working hours: Monday to Saturday 1:00 PM - 10:00 PM (1 hour break).
• Unlimited beverages - Enjoy complimentary beverages while you work.
• Smoke-friendly environment - Suitable for those who are comfortable working around smoke.
• Young, entrepreneurial culture - Work closely with a growing team where initiative and responsibility are valued.
• Opportunity to grow – Take on greater responsibilities as the brand and outlet network expand.

We’re looking for someone management can trust to take care of the shop and the people inside it.

You notice when something is not right and fix it.

You make sure staff know what they are supposed to do.

You keep the outlet organised and running smoothly.

You know how to speak with customers and maintain good relationships.

Most importantly, you take responsibility instead of waiting to be told what to do.

If you’re hands-on, responsible and enjoy managing both people and daily operations, we’d love to hear from you!