Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shamsuri Jamaluddin

Head Of Department
Jakarta

Summary

Priority-driven Commercial Director proudly offering over 20 years’ experience presenting at major sales meetings and appointments and defining sales strategies. Energetic professional developing strategic growth through key recommendations. Promoting effective team building and decision-making skills.

Strategic-thinking individual experienced in successfully engaging employees and encouraging each to reach highest potential. Offering pleasant personality with expertise developing employee performance goals.

Overview

22
22
years of professional experience
9
9
years of post-secondary education
3
3
Languages

Work History

Head of Department (Lifestyle Fashion Department)

Time International
07.2024 - Current
  • Results-driven professional with a strong track record in driving revenue growth, optimizing brand portfolios, improving operational efficiency, and enhancing customer experience.
  • Drove Revenue Growth & Profitability by optimizing pricing strategies, launching new brands, and phasing out underperformers, resulting in +10% YoY growth and improved profit margins.
  • Optimized Brand Portfolio by adding high-potential brands and eliminating low performers, enhancing overall contribution and brand health.
  • Enhanced Store Profitability & Operations through cost control and sales optimization initiatives, achieving cost savings and improved operational efficiency.
  • Elevated Customer Experience via satisfaction and support metrics (NPS >80), driving customer loyalty and brand reputation.
  • Led Team Development & Performance by implementing KPIs, coaching initiatives, and performance support tools, resulting in higher engagement and productivity.
  • Improved Reporting & Business Monitoring by automating dashboards and improving insights delivery, supporting faster and more informed decision-making.
  • Ensured Compliance & Risk Management by enforcing policies, audits, and corrective actions, maintaining low-risk exposure.
  • Implemented Innovation & Technology Solutions that enhanced efficiency and digital capabilities across the organization.
  • Promoted Cross-Functional Collaboration through regular stakeholder engagement and feedback systems, driving alignment and smoother execution.
  • Shaped Strategic Decision-Making through market analysis and high-impact project execution, increasing market share and business resilience.
  • Oversaw cross-functional collaboration between marketing, sales, and product teams to align on customer experience goals.
  • Fostered a customer-centric culture by conducting regular training sessions for employees on the importance of customer satisfaction.

Head of Customer Experience and Commercial VM

PT Matahari Department Store TBK
05.2018 - 05.2024
  • Led the development of a comprehensive customer experience strategy resulting in a 20% increase in customer satisfaction scores.
  • Implemented a customer feedback loop system that increased NPS by 25 points within one year.
  • Managed a team of customer experience specialists to ensure consistent delivery of high-quality service across all touchpoints.
  • Develop and implement a customer experience strategy that aligns with the company's goals and values.
  • Oversee the end-to-end customer journey and identify opportunities for improvement.
  • Lead a team of customer experience specialists, setting performance goals and providing guidance and support.
  • Analyze customer feedback and data to identify trends and make data-driven decisions to enhance the customer experience.
  • Collaborate with cross-functional teams such as marketing, sales, and product development to ensure a unified customer experience.
  • Monitor key performance indicators (KPIs) related to customer satisfaction and loyalty and develop action plans to address areas needing improvement.
  • Stay informed on industry trends and best practices in customer experience management and implement innovative solutions.
  • Champion a customer-centric culture within the organization by fostering a mindset of putting the customer first.
  • Oversaw cross-functional collaboration between marketing, sales, and product teams to align on customer experience goals.
  • Fostered a customer-centric culture by conducting regular training sessions for employees on the importance of customer satisfaction.
  • Led a team of customer service representatives, ensuring efficient resolution of client issues and inquiries.
  • Managed budgets effectively while maintaining focus on delivering top-quality services and exceeding performance targets.
  • Designed and implemented comprehensive training programs for staff to enhance their skills in handling diverse customer needs.

Commercial Director

Zara, PT Mitra Adiperkasa (MAP Indonesia)
01.2009 - 05.2018
  • As the Commercial Director at ZARA Indonesia and Vietnam, I am accountable for the overall commercial success of the company.
  • Spearhead the development and execution of innovative commercial strategies based on market research and trend analysis that align with the company's goals and objectives.
  • Identify new market opportunities and lead expansion initiatives to enhance market penetration and profitability in Indonesia and Vietnam.
  • Manage and enhance operations of the sales departments, ensuring alignment with commercial objectives and profitability.
  • Oversee the financial aspects of the commercial department including budgeting, forecasting, and financial planning to ensure optimal expenditure and ROI.
  • Lead, coach, and develop a multidisciplinary team of senior managers across sales, marketing, and project management spheres, fostering a collaborative and high-performance culture.
  • Utilize advanced analytics tools to assess market trends and customer behavior, adapting strategies dynamically to maximize market share and consumer loyalty.
  • Develop and maintain positive relationships with key stakeholders, vendor partners, and third-party providers to support strategic objectives and smooth operational workflows.
  • Collaborate with the marketing department to drive brand-building initiatives and product campaigns that align with consumer needs and market demands.
  • Accelerated company revenue growth consistently yearly by 20 - 25% through strategic market expansion and optimization of sales processes.
  • Launched 2 new stores in different markets in Vietnam which became market leaders in their categories within 6 months, contributing to a 200% increase in overall business volume.
  • Reduced operational costs by 10% through strategic renegotiations of vendor contracts and enhanced supply chain efficiencies.
  • Provided extensive leadership by effectively communicating strategic goals and plans.
  • Developed strategic initiatives based upon company objectives aimed at accelerating growth.
  • Expanded market reach through effective networking at industry events and tradeshows, establishing valuable connections.
  • Implemented strong training program enabling employees to improve and build upon both professional and personal growth.
  • Identified strategic acquisition targets, contributing to company expansion efforts.
  • Developed annual budgets based on historical data analysis and projected growth objectives.
  • Evaluated competitor strategies in order to proactively adapt marketing tactics for continued success.
  • Oversaw supply chain management activities, ensuring timely sourcing and delivery of materials while minimizing costs.
  • Increased sales revenue by developing and implementing strategic marketing plans tailored to specific industries.
  • Collaborated with product development teams to ensure alignment between customer needs and product offerings.
  • Conducted comprehensive market research to identify new opportunities for product expansion and innovation.
  • Developed pricing strategies that balanced profit margins with competitive positioning, driving sustainable growth.

Mens Retail Store Director (Commercial Manager)

Zara, Mitra Adiperkasa (MAP Indonesia)
01.2007 - 12.2008
  • As Mens Commercial Manager, I am accountable for the overall commercial success of the Mens Division in the company.
  • Spearhead the development and execution of innovative commercial strategies based on market research and trend analysis that align with the company's goals and objectives.
  • Identify new market opportunities and lead expansion initiatives to enhance market penetration and profitability.
  • Manage and enhance operations of the sales departments, ensuring alignment with commercial objectives and profitability.
  • Oversee the financial aspects of the commercial department including budgeting, forecasting, and financial planning to ensure optimal expenditure and ROI.
  • Lead, coach, and develop a multidisciplinary team of senior managers across sales, marketing, and project management spheres, fostering a collaborative and high-performance culture.
  • Utilize advanced analytics tools to assess market trends and customer behavior, adapting strategies dynamically to maximize market share and consumer loyalty.
  • Develop and maintain positive relationships with key stakeholders, vendor partners, and third-party providers to support strategic objectives and smooth operational workflows.
  • Collaborate with the marketing department to drive brand-building initiatives and product campaigns that align with consumer needs and market demands.
  • Accelerated company revenue growth consistently by 25% - 40% through strategic market expansion and optimization of sales processes.
  • Launched a new product line/New Market expansion which became market leaders in their categories within 3 years, contributing to a 50% increase in overall business volume.
  • Reduced operational costs by 15% through strategic renegotiations of vendor, landlord contracts and enhanced supply chain efficiencies.

Store Manager

ZARA Malaysia
05.2003 - 12.2006
  • Overall, as a Zara Store Manager, I play a pivotal role in driving the success of the store by leading a team of dedicated staff, ensuring operational excellence, and delivering a superior shopping experience for customers.
  • Managing all aspects of the store's operations, including sales, customer service, staffing, inventory management, and visual merchandising.
  • Recruiting, training, and supervising store staff to ensure excellent customer service and operational efficiency.
  • Setting sales targets, monitoring performance metrics, and implementing strategies to drive sales and meet or exceed targets.
  • Ensuring that customers have a positive shopping experience by maintaining high service standards, addressing customer concerns or complaints, and fostering a customer-centric culture among staff.
  • Overseeing inventory levels, conducting regular stock checks, and ensuring the store maintains optimal stock levels to meet customer demand.
  • Ensuring that the store layout, displays, and product presentation align with Zara's brand standards and contribute to an engaging shopping environment.
  • Implementing measures to prevent theft, loss, and security breaches within the store, including training staff on security protocols.
  • Managing the store budget, tracking expenses, and optimizing financial performance to maximize profitability.
  • Ensuring the store complies with all relevant laws, regulations, and company policies, such as those related to labor, safety, and health standards.

IT Executive

Fila Sport (M) Sdn Bhd
04.2003 - 05.2003
  • Effective IT System Support Managers possess strong technical knowledge, leadership skills, and the ability to think strategically about the role of technology in the organization.
  • The IT System Support Manager leads a team of IT support specialists and technicians.
  • Ensuring that all IT systems are running smoothly and efficiently is a core duty.
  • Managing the resolution of system-related issues as they arise.
  • Participate in strategic planning for the IT department by anticipating future needs.
  • Negotiating with and managing vendor relationships to procure necessary hardware, software, or IT support services.
  • Managing the budget for IT expenditures, including investments in hardware and software, maintenance costs, and team training.
  • Ensuring that systems are secure against cybersecurity threats.
  • Providing regular reports on system status, staff performance, and other key metrics to upper management.
  • Ensuring that end users receive timely and effective support.

Education

Certificate of Higher Education - Retail Case Study (Strategy and Brand Management)

Harvard Business School
01.2014 - 01.2023

Bachelor of Science - Computer Sc

University Putra Malaysia (UPM)

Skills

Strategic and Operational Planning

Timeline

Head of Department (Lifestyle Fashion Department)

Time International
07.2024 - Current

Head of Customer Experience and Commercial VM

PT Matahari Department Store TBK
05.2018 - 05.2024

Certificate of Higher Education - Retail Case Study (Strategy and Brand Management)

Harvard Business School
01.2014 - 01.2023

Commercial Director

Zara, PT Mitra Adiperkasa (MAP Indonesia)
01.2009 - 05.2018

Mens Retail Store Director (Commercial Manager)

Zara, Mitra Adiperkasa (MAP Indonesia)
01.2007 - 12.2008

Store Manager

ZARA Malaysia
05.2003 - 12.2006

IT Executive

Fila Sport (M) Sdn Bhd
04.2003 - 05.2003

Bachelor of Science - Computer Sc

University Putra Malaysia (UPM)

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Shamsuri JamaluddinHead Of Department