Engagement Manager

Position: Merchant Zone Manager (Mandarin Speaker)

Industry: Fintech

Working Duration: 12 months contract

Working Location: Shah Alam/Wangsa Maju

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

Salary: Basic Salary RM 5,500

Company Background

A leading superapp in Southeast Asia, providing a wide range of services including mobility, food delivery, and digital payments. The organisation is driven by its mission to create economic empowerment for everyone in the region. Its success is built on strong relationships with partners, and it is looking for passionate individuals to join this mission.

The Opportunity: Be the "Friend on the Ground"

We're looking for a highly motivated and empathetic Area Manager to be the face of the company for unmanaged merchant partners. This is a pivotal role that goes beyond traditional account management; you will be the "Friend on the Ground," building genuine relationships, solving problems, and empowering merchants to grow their businesses.

You will be the bridge between strategic goals and on-the-ground reality, driving the success of the Area Manager initiative in your designated area (i.e. Shah Alam or Wangsa Maju).

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

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 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 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 the platform'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 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 merchants internally, ensuring their perspectives are considered in strategic decisions and product roadmaps.

5. Drive Operational Excellence

• Process Improvement:
  Continuously look for ways to refine 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 can build genuine connections and rapport with anyone.
• Problem-Solving Prowess: You can think on your feet and quickly address challenges.
• Proactive & Self-Driven: Able to manage your area independently and drive initiatives from start to finish.
• Data-Oriented Mindset: Comfortable tracking performance, analyzing data, and making informed decisions.
• Empathy: Dedicated to understanding and serving merchant partners.
• Resilience: Able to 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, Bahasa Malaysia and Mandarin (mandatory)
• Candidate must be proficient in Mandarin

How to Apply:

Interested candidates are invited to submit their application via LinkedIn or email and Please include "Engagement Manager'' in the subject line.