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.