Merchant Relationship Executive (Field Support & Account Management) | Muar & Batu Pahat

Role: Merchant Relationship Executive (Field Support & Account Management)

Industry: Fintech

Working Duration: 12 months contract

Working Location: Muar / Batu Pahat

Working Day/Hours: Monday – Friday; 10am – 7pm.

Salary: Basic up to RM 3,650 (Based on experience + skills) + Entitled to incentives with statutory contribution + leave entitlement + medical insurance

JD:

The Opportunity: Be the Friend on the Ground

We're looking for a highly motivated and empathetic Area Manager to be the face of company for our unmanaged merchant partners. This is a pivotal role that goes beyond traditional account management; you will be our Friend on the Ground, building genuine relationships, solving problems, and empowering merchants to grow their businesses with us. You will be the bridge between our strategic goals and the on-the-ground reality, driving the success of our Area Manager initiative in your designated area (i.e Muar & Batu Pahat).

If you are a natural connector, a proactive problem-solver, and thrive on making a tangible impact, this role is for you.

What You'll Do: Roles & Responsibilities

1. Lead the Area Manager Initiative:

Direct Engagement: Be the primary driver of direct, face-to-face engagement with unmanaged merchant partners in your area. You'll conduct regular visits, build rapport, and embody the human connection we value.

Execution & Oversight: Take ownership of the Area Manager playbook. You'll set visit schedules, define key discussion points, and ensure the quality of every interaction to maximize impact.

Resource Management: Effectively deploy any assigned resources to maximize our reach and support for unmanaged merchants.

2. Nurture Merchant Relationships & Solve Problems:

Build Trust: Foster strong, lasting relationships by understanding merchants needs and acting as their reliable point of contact.

Proactive Resolution: Be the first line of defense for our merchants. You'll identify and rapidly resolve operational issues, technical glitches, or other concerns, escalating complex issues when necessary.

Empower Merchants: Educate partners on how to use company's tools (e.g., Merchant App, marketing features, dashboards) to help them thrive and grow their business.

Champion Feedback: Systematically gather feedback from merchants and channel it back to our internal teams (product, operations, support) to drive continuous improvement.

3. Monitor Performance & Gather Market Intelligence:

Track Key Metrics: Monitor KPIs, including merchant engagement rates, satisfaction scores, issue resolution time, retention rates, and tool adoption.

Analyze & Optimize: Use data to identify trends, pinpoint areas for improvement, and celebrate success stories within your area.

Be a Local Expert: Become the go-to expert on your area's merchant landscape, competitive environment, and local market nuances to identify growth opportunities.

4. Collaborate & Advocate Internally:

Cross-Functional Collaboration: Work hand-in-hand with teams like Sales, Operations, Marketing, and Product to ensure a seamless and positive merchant experience.

Advocate for Partners: Be the voice of our merchants, ensuring their perspectives are considered in strategic decisions and product roadmaps.

5. Drive Operational Excellence:

Process Improvement: Continuously look for ways to refine our processes to boost efficiency and effectiveness.

Share Best Practices: Document successful engagement strategies and problem-solving approaches to share with other Area Managers and internal teams.

What We're Looking For: Key Qualities

Exceptional Interpersonal Skills: You are a people person who can build genuine connections and rapport with anyone.

Problem-Solving Prowess: You can think on your feet and quickly address challenges.

Proactive & Self-Driven: You are a go-getter who can manage your area independently and drive initiatives from start to finish.

Data-Oriented Mindset: You're comfortable tracking performance, analyzing data, and making informed decisions.

Empathy: You have a true dedication to understanding and serving our merchant partners.

Resilience: You can handle challenges with a positive and persistent attitude.

Qualifications:

• 3-5 years of experience in a sales or account management role
• Strong verbal and written communication skills.
• Proficiency in English and Bahasa Malaysia is a must, Mandarin or Tamil is an added advantage!
• Knowledge of the local market and business landscape in Muar/Batu Pahat is a plus.
• Strong communication skills are mandatory, both written and verbal, as the role requires consistent stakeholder and client engagement.
• Proven resilience is essential. Candidates must demonstrate the ability to manage challenges, handle pressure, and maintain a positive, solutions-oriented mindset.

How to Apply:

Interested candidates are invited to submit their application via LinkedIn or email [Confidential Information] and [HIDDEN TEXT]. Please include Merchant Relationship Executive in the subject line.