About the role
Key Responsibilities
Industry Insights & Solution Design
• Develop a deep understanding of Malaysia’s FMCG market, including market structure, consumer behavior, channel evolution, and supply chain challenges.
• Identify key pain points across different sub-categories (e.g., ready-to-drink beverages, snacks, personal care), and formulate differentiated value propositions and scalable industry playbooks.
• Collaborate with Product, Operations, Logistics, and Tech teams to design and implement end-to-end solutions that enhance merchants’ supply chain efficiency (e.g., inventory turnover, fulfillment lead time, digital collaboration).
Resource Integration & Cross-functional Collaboration
• Proactively identify and mobilize internal resources (Marketing, IT, Warehousing, Finance, etc.) to build customized and executable merchant enablement solutions.
• Drive cross-functional initiatives and ensure end-to-end execution from planning to delivery.
Key Account Business Development
• Lead strategic partnerships with local and multinational FMCG brands and major distributors in Malaysia, driving onboarding and platform adoption.
• Navigate complex decision-making structures (including procurement, supply chain, e-commerce, finance) to identify key stakeholders and entry points.
• Develop and execute annual business plans and growth strategies for high-value accounts.
Customer Success & Continuous Operations
• Monitor merchant performance metrics (GMV, SKU assortment, fulfillment KPIs) and proactively identify optimization opportunities.
• Coordinate internal resources to resolve merchant challenges in operations, system integration, and promotional campaigns.
• Establish customer health metrics and drive standardization of service processes and continuous experience improvement.
Relationship Management & Satisfaction Enhancement
• Conduct regular business reviews (QBRs) to showcase performance outcomes and future plans.
• Build long-term partnerships, improving NPS (Net Promoter Score) and driving retention and category expansion.
• Gather frontline feedback to support product and strategy optimization.
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