Tesco Malaysia cuts jobs, looks to improve customer experience

Retail brands these days need to seriously consider on how to beef up their customer service and requirements to keep up with the intensified competition in the industry. One retailer, Tesco Malaysia has decided to restructure and streamline its business by cutting a reportedly hundreds of jobs in responding to its “customers’ ever-changing needs.”

“We have last week briefed our management teams on changes we are making to our store management structures. In order to respond to our customers' ever-changing needs, we are simplifying structures in our larger stores,” Tesco Malaysia's spokesperson told Human Resources. 

The spokesperson added that the exercise will involve replacing the existing store management structures with a simpler and more agile one. It will also ensure a clearer lines of responsibility in crucial areas that influence customer satisfaction like service, quality and availability that will bring its employees closer to customers.

Tesco Stores is one of the largest hypermarket operator in Malaysia, with 55 stores. It is scheduled to open its 56th store tomorrow in Bandar Puteri Bangi, Selangor.

According to The Edge, Tesco Stores chief executive officer Paul Ritchie recently said the Malaysian business is undergoing a three-year transformation, which was already showing favourable results. One of its initiatives is to transform six of its existing stores into the Next Generation Stores concept, which focuses on rationalising the size of its stores and malls to improve customer experience.