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.