Executive, Retail (Operations)

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.