Merchant Zone Manager

Job Overview:

We are seeking a dedicated professional to spearhead our 'Area Manager' program, focusing on building strong merchant relationships, driving local engagement, and ensuring operational excellence. This role requires a proactive individual with excellent interpersonal skills, analytical mindset, and a deep understanding of the local market to support and grow our unmanaged merchant partners effectively.

Key Responsibilities:

1. Lead the 'Area Manager' Program:
• Direct Engagement: Serve as the primary contact for face-to-face interactions with unmanaged merchant partners within your designated area. Regularly visit merchants, establish rapport, and foster meaningful human connections that reflect our values.
• Execution & Oversight: Take responsibility for implementing the 'Area Manager' playbook, including establishing visit schedules, outlining key discussion points, and maintaining high-quality interactions to ensure maximum impact.
• Resource Optimization: Allocate and utilize any assigned resources efficiently to expand reach and provide meaningful support to unmanaged merchants.
2. Develop Merchant Relationships & Address Challenges:
• Build Trust: Cultivate strong, enduring relationships by understanding merchant needs and serving as their reliable point of contact.
• Proactive Problem Resolution: Act as the first line of support for merchants, promptly identifying and resolving operational issues, technical problems, or other concerns, escalating complex cases when necessary.
• Merchant Empowerment: Educate partners on utilizing company tools such as the Merchant App, marketing features, and dashboards to facilitate their growth and success.
• Gather & Relay Feedback: Collect merchant insights systematically and communicate them to internal teams—including product, operations, and support—to inform continuous improvement efforts.
3. Performance Monitoring & Market Insights:
• Track Metrics: Monitor essential KPIs such as merchant engagement, satisfaction scores, issue resolution times, retention rates, and tool adoption levels.
• Data Analysis & Optimization: Analyze performance data to identify trends, opportunities for enhancement, and recognize success stories within your area.
• Market Expertise: Become a trusted expert on your area's merchant landscape, local market dynamics, and competitive environment to identify potential growth opportunities.
4. Internal Collaboration & Advocacy:
• Cross-Functional Collaboration: Partner with teams across Sales, Operations, Marketing, and Product to ensure a seamless and positive experience for merchants.
• Merchant Advocacy: Represent the interests of your merchants within the company, ensuring their feedback and needs influence strategic decisions and product development.
5. Operational Excellence:
• Continuous Improvement: Regularly seek opportunities to refine processes, enhance efficiency, and improve overall effectiveness.
• Share Best Practices: Document successful engagement strategies and problem-solving techniques to support fellow Area Managers and internal teams.

Qualifications & Skills:

• 3-5 years of experience in sales, account management, or related roles
• Excellent verbal and written communication skills
• Proficiency in English and Bahasa Malaysia is mandatory; fluency in Mandarin or Tamil is a plus
• Familiarity with the local market and business environment in [Shah Alam or Wangsa Maju] is advantageous
• Exceptional interpersonal skills with the ability to build genuine relationships
• Strong problem-solving capabilities and quick thinking
• Self-motivated, proactive, and capable of managing your area independently
• Data-driven mindset with the ability to analyze performance metrics and make informed decisions
• Genuine empathy and dedication to supporting merchant partners
• Resilient attitude with the persistence to overcome challenges positively