Loh (centre, in red dress) and her team celebrating Watsons Malaysia’s prestigious Putra Brand of the Year win, which also earned the Platinum Award in the Retail category. – YAP CHEE HONG/The Star
WATSONS Malaysia has once again set a new benchmark in the retail industry, clinching the coveted Putra Brand of the Year award while also securing platinum in the Retail category.
This dual recognition reflects Watsons’ unparalleled dominance in the health and beauty sector, solidifying its status as Malaysia’s most trusted and preferred retail brand.
Expressing her appreciation, Watsons Malaysia managing director and AS Watson Group Health and Beauty Asia chief operating officer Caryn Loh acknowledged the unwavering support of Malaysian consumers.
“We are humbled and deeply grateful to be the first retail brand to receive this prestigious honour. This award is a testament to the trust, confidence and loyalty our customers have placed in us.
“It reaffirms our commitment to delivering exceptional shopping experiences and high-quality products,” she said.
'We prioritise our customers’ needs and preferences, remaining agile in a rapidly changing market,' Loh said.
A legacy of excellence and innovation
This latest recognition marks the ninth consecutive year that Watsons Malaysia has been crowned as the country’s top retail brand. A key driver behind this sustained success is the company’s ability to evolve and adapt, staying ahead of market trends while maintaining a strong connection with its customers.
“Watsons Malaysia is more than just a retail brand — it’s a one-stop destination for health, wellness, beauty and lifestyle. We prioritise our customers’ needs and preferences, remaining agile in a rapidly changing market,” Loh shared.
Central to Watsons’ strategy is its robust loyalty programme, boasting over eight million members. Through the Watsons mobile app, members enjoy personalised experiences with services like W Rewards, e-Stamp and W Mall, offering exclusive perks and seamless shopping convenience.
“Our digital ecosystem has transformed how we engage with customers, reinforcing relationships and driving brand loyalty,” Loh highlighted.
Pioneering digital transformation
In an era where speed and convenience define retail success, Watsons has embraced digital transformation with groundbreaking initiatives. The company’s Click and Collect Express service allows customers to pick up their purchases in-store within two hours, while its express delivery ensures doorstep arrivals in under two hours — making Watsons the first retailer in Malaysia to offer such efficiency.
“We continuously innovate to elevate the shopping experience. Convenience, speed and accessibility are at the heart of our digital strategy,” Loh said.
Beyond e-commerce, Watsons made history in 2024 by launching its Watsons-branded airplane to mark its 30th anniversary — a bold move that reinforces its industry leadership and brand presence.
Elevating customer engagement
Watsons Malaysia’s impact extends beyond transactions; it fosters a thriving community through large-scale events and experiential marketing.
The brand’s Biggest K-Beauty Festa and Get Active Festival saw overwhelming participation, with a record-breaking 13,000 participants engaging in Zumba sessions and runs. These efforts earned Watsons two Malaysia Book of Records titles, further cementing its influence in lifestyle and wellness.
“Connecting with our customers goes beyond retail. We create experiences that inspire and empower them,” Loh pointed out.
Commitment to sustainability and social responsibility
Watsons Malaysia is not just setting benchmarks in retail — it’s also championing sustainability and social impact.
Expanding its refill stations and recycling programmes to over 20 stores, the brand has successfully collected more than 100kg of plastic bottles for recycling.
Furthermore, its commitment to environmental conservation is evident through its collaboration with Reef Check for coral reef restoration.
Through the Youth Empowerment Sustainability (YES) programme, Watsons is fostering a new generation of environmentally conscious individuals.
Recognised for its green initiatives, Watsons was awarded the Company of the Year in Retail for Environment Care Award — further proof of its dedication to corporate social responsibility.
Watsons Malaysia’s success story serves as a blueprint for retail innovation, customer engagement and sustainability.
A future driven by excellence
Watsons Malaysia’s success story is a blueprint for retail innovation, customer engagement and sustainability.
Through strategic digital advancements, pioneering initiatives and a customer-first approach, the brand continues to redefine industry standards.
“We are deeply honoured by this recognition and we remain committed to setting new benchmarks in retail excellence.
“Our journey doesn’t stop here — we will continue to innovate, inspire and serve Malaysians with the best shopping experiences,” Loh affirmed.
As Watsons Malaysia forges ahead, it continues to be a symbol of excellence, inspiring brands across industries to embrace innovation, customer-centricity and sustainability in shaping the future of retail.
To know more about the brand and get firsthand information on their products and offers, visit https://www.watsons.com.my/
