Executive, Retail (Operations)

Job Purpose To manage and monitor the day-to-day operations of Pick-Up Drop-Off (PUDO) services across East Malaysia, ensuring operational efficiency, partner satisfaction, and service quality. The role will also support problem-solving, process improvement, partner management, and the onboarding of new PUDO partners.

1. PUDO Operations Monitor and manage daily PUDO operations across the assigned region. Attend to requests and operational matters raised by PUDO partners through WhatsApp and other communication channels. Coordinate with internal stakeholders, including Customer Service, Warehouse, Sales, and Key Account Management, to resolve operational issues. Escalate issues to the relevant teams and follow through until resolution. Ensure compliance with all relevant SOPs and Work Instructions. Monitor operational performance and identify areas for improvement.
2. Fleet Operations Assign daily deliveries to PUDO partners through zonal or manual routing. Support partners with daily operational activities, including: Parcel sorting Van inbound Lat/Long parcel management PET ticket creation Route monitoring Route inbound COD banking and reporting Ensure timely COD remittance and accurate reporting. Ensure compliance with relevant Fleet Operations SOPs and Work Instructions.
3. PUDO Partner Acquisition & Onboarding Identify and evaluate potential PUDO partners within the assigned region. Conduct market research to identify suitable partnership opportunities. Initiate contact and build relationships with prospective partners. Support partnership discussions and negotiations. Conduct onboarding sessions for new partners, including training and operational guidance. Ensure new partners are smoothly integrated into the company's PUDO network.
4. Partner Relationship Management Serve as a key point of contact for assigned PUDO partners. Build and maintain strong, professional relationships with partners. Conduct regular check-ins to understand partner needs and address concerns. Provide timely support and guidance on operational matters. Work with partners to identify growth opportunities and address operational challenges. Maintain high partner satisfaction and support partner retention.
5. Training & Partner Support Develop and deliver relevant training and product knowledge sessions for PUDO partners. Provide ongoing operational support and guidance. Monitor partner performance and identify areas requiring improvement. Provide coaching and recommendations to improve partner productivity and service quality.
6. Data Analysis & Continuous Improvement Analyse operational data and performance trends to identify issues and improvement opportunities. Use data to support operational decision-making and improve turnaround time, service quality, and cost efficiency. Support the development and testing of new operational processes and services. Recommend improvements to existing processes and SOPs where required.

Good written and verbal communication skills in English. Strong interpersonal and relationship-building skills. Analytical and problem-solving skills. Proficient in Microsoft Excel and comfortable working with operational data. Familiarity with data visualisation tools such as Metabase or Redash is an advantage. Able to work independently and collaboratively in a fast-paced environment. Proactive, organised, responsible, and able to take ownership of assigned responsibilities. Strong initiative and persistence in following through on issues and tasks.

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