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.

Key Responsibilities

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.

Key Requirement

• 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.