Job Description

About Ana Tomy

Ana Tomy is a made-to-order stationery and lifestyle brand based in Malaysia. We exist to break tradition: through creativity, personalisation, and honest, human connection.

We are small, collaborative, and constantly evolving. We value honesty over hierarchy, initiative over ego, and real contribution over loud opinions. We are looking for people who think, care, and act, even when it falls outside their job title.

We will coach and support you. But we expect you to own your impact.

What It’s Like Here

Ana Tomy is still growing. That means you will help shape the story, not just follow it.

Roles shift fast. Ideas bounce around daily. Feedback, even when it stings, is part of the rhythm. If you thrive with fixed SOPs and clear-cut boundaries, this might feel disorienting. But if you get excited by building something real with a team that genuinely cares, you might be exactly who we are looking for.

What’s the Role?

We are hiring a Retail Associate: someone who is more than a salesperson.

You will be the first and last impression of Ana Tomy in-store. Our brand ambassador, our storyteller, and our problem solver. You will help shape the experience customers remember us by, and how they feel about what we stand for.

Your job is to make someone's most personal purchase feel effortless and worth it. Whether you are guiding a first-time customer through customisation or assembling an order with care, you bring energy, clarity, and precision to everything you do.

This is not your typical retail job. And we are not your typical team.

What You’ll Do

Customer Experience

• Greet, engage, and guide every customer with intention, warmth, and genuine product knowledge
• Lead customers through the customisation journey with clarity, patience, and care
• Handle refunds, exchanges, and requests with professionalism and empathy
• Represent Ana Tomy as a brand ambassador in-store, at pop-ups, and during special events

Operations and Fulfilment

• Assemble personalised products with speed, accuracy, and a high standard of craftsmanship
• Manage store pick-up orders and fulfilment tasks to ensure timely and accurate delivery
• Liaise with the e-commerce team on order status, exchanges, and fulfilment coordination
• Track, organise, and restock inventory so supplies are always labelled, accessible, and up to date
• Capture data accurately in internal systems to support reporting and decision-making
• Maintain a clean, organised, and visually consistent store environment, including support for visual merchandising
• Identify and escalate operational issues before they become disruptions

Team and Collaboration

• Coordinate with fulfilment, production, e-commerce, design, and marketing teams to support launches and daily operations
• Coach and cross-train teammates, including those from other departments, especially during downtime or high-volume periods
• Recommend improvements to workflows, customer experience, and operational efficiency, and help make them happen
• Show up reliably, manage your time well, and hold yourself accountable to the team and the mission

What Success Looks Like After 3 Months

• Every customer is acknowledged and guided to a decision; no interaction is left incomplete
• The floor is consistently product-ready and reset to AT visual standard without being asked
• Sales conversations are product-informed and converting at or above store target
• Transaction and customer data is captured accurately and completely, every time

Our Leadership Philosophy

At Ana Tomy, leadership is not a title. It is how you show up.

We believe leadership means taking ownership, making thoughtful decisions, and lifting others as you grow. Great leaders do not create followers. They create more leaders.

At this level, leadership looks like noticing what needs to be done before being asked. It looks like coaching a teammate through a chaotic shift. It looks like flagging a problem before it becomes one. You do not need a title to lead here. You just need to decide that how you show up matters.

If you are here, you are already part of something bigger. How will you lead?

Job Requirements

Who This Is For

There is no experience requirement. There is a character requirement.

You are the person we are looking for if:

• You can point to real examples of ownership, resilience, and ambition, not just claim them
• You are the kind of person who notices the small stuff and acts on it without being asked
• You spot inefficiencies and suggest better ways of doing things, even when it is not your job to fix them
• You can switch gears quickly and stay grounded when priorities shift
• Direct feedback does not destabilise you; it sharpens you
• You can work independently without losing your connection to the team
• You want to grow with a team, not just stand out in one
• You are not here to clock in. You are here to make an impact.

Bare Minimum:

• Available at least 5 days a week, including weekends and public holidays, on rotating shifts
• Fluent in English, spoken and written
• Socially intelligent: you adapt naturally to different people, read the room well, and make others feel at ease
• Energised by personal interaction and genuinely love helping people feel seen
• Minimum SPM/IGCSE or Diploma

Good-to-Have:

• Bilingual in Malay, Mandarin, Tamil, or other languages
• Experience in boutique, lifestyle, or high-touch customer service environments
• Passion for stationery, design, or customisation
• Experience in leadership, volunteering, facilitation, or entrepreneurship
• Comfortable coaching others without a formal leadership title

Not For You If:

• You do your best work inside fixed structures with predictable SOPs
• Fast-changing priorities leave you stuck and overwhelmed rather than focused
• You struggle with ambiguity and need consistent direction to stay productive
• You are uncomfortable holding people accountable, and being held accountable, to move things forward
• You rely on follow-ups and reminders from your lead to complete tasks
• You would rather stay in your lane than step into someone else's problem

No shame in any of that. It just means this is probably not the right place.

Perks

At this point in Ana Tomy's growth, there is no layer between you and the impact you make. The team is small enough that your ideas get heard, your work gets seen, and the standard you set becomes part of how we do things.

Your growth, taken seriously

• A structured career pathway with a measured progression system, so you know where you stand and how you can earn the next role
• Quarterly performance reviews where feedback is direct and consistent, not just annual
• Leadership training, networking events and upskilling courses to develop you beyond your role
• Access to AI tools that make your work sharper and faster, given based on work relevancy

How we invest in you

• Company field trips, awarded based on performance
• Company dinners and team building experiences throughout the year
• Complimentary annual product and generous team discount

Your wellbeing

• Medical coverage through Healthmetrics: GP, dental, and optical
• Birthday leave, women's wellness leave

Your rights (not perks)

EPF, SOCSO, EIS, annual leaves, overtime pay, etc, (whichever applicable) are statutory entitlements: protected under Malaysian labour law. Every employer is required to provide them. We do, without exception.

Still Here?

Good. That probably means something.

Tell us who you are, what you are proud of, and why Ana Tomy feels like your kind of place. We read every application.

Skills