Job 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 within company, 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:
- 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 [Shah Alam or Wangsa Maju] is a plus.
