Key Account Management (Network Management) - SPX Express

Shopee; Kuala Lumpur; On-site; MYR 50,000 - 90,000; Full time

Job summary

Shopee in Kuala Lumpur is looking for an energetic Partner Network Manager to oversee the performance, growth, and operational excellence of a portfolio of partner-delivered delivery territories across Malaysia.

You will partner with delivery operators, guide onboarding and development, and drive improvements through coaching, data-driven reviews, and cross-functional collaboration to enhance service quality and cost efficiency. Travel to partner sites may be required.

Qualifications

• Bachelor's Degree in related field.
• Strong analytical skills with the ability to translate data into actionable business insights.
• Experience managing external partners, vendors, franchisees, or business operators is highly preferred.
• Excellent stakeholder management and relationship-building skills.
• Strong problem-solving ability and a track record of driving operational improvements.

Responsibilities

• Own the operational and commercial performance of a portfolio of delivery partners.
• Monitor partner KPIs including service quality, delivery success rate, productivity, customer experience, compliance, and cost performance.
• Conduct regular business reviews with partners to identify performance gaps and develop improvement plans.
• Provide operational guidance and coaching to help partners improve service levels and business outcomes.
• Drive accountability and ensure partners consistently meet agreed performance standards and contractual obligations.
• Analyze network performance and identify opportunities to improve operational efficiency, capacity utilization, and cost effectiveness.
• Collaborate with cross-functional teams to resolve operational challenges and implement network improvement initiatives.
• Identify growth opportunities within existing partner territories and support network scaling efforts.
• Build strong relationships with partner business owners and key stakeholders.
• Support partners in workforce planning, operational setup, and capability development.

Skills

Analytical thinking

Stakeholder management

Problem solving

Partner management

Communication

Education

Bachelor's Degree

Job description

Department OperationsLevelEntry LevelLocationKuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.About the Team:SPX is expanding its last-mile delivery network through partnerships with local entrepreneurs and business owners. As a Partner Network Manager, you will be responsible for managing the performance, growth, and operational excellence of a portfolio of partner-operated delivery territories.You will serve as the primary business partner to delivery operators, ensuring they consistently achieve service, productivity, quality, and compliance targets. Through regular performance reviews, operational coaching, and data-driven problem solving, you will identify opportunities to improve network efficiency and customer experience while supporting sustainable business growth for both SPX and its partners.In addition to performance management, you will support the onboarding and development of new partners, helping to expand SPX's partner network and strengthen our last-mile capabilities across Malaysia.This role is ideal for candidates who enjoy driving operational improvements, and building scalable partner ecosystems in a fast-paced environment. You will also work closely with internal stakeholders to ensure the network performs optimally and meets business objectives.Job Description:Partner Performance ManagementOwn the operational and commercial performance of a portfolio of delivery partners.Monitor partner KPIs including service quality, delivery success rate, productivity, customer experience, compliance, and cost performance.Conduct regular business reviews with partners to identify performance gaps and develop improvement plans.Provide operational guidance and coaching to help partners improve service levels and business outcomes.Drive accountability and ensure partners consistently meet agreed performance standards and contractual obligations.Network Optimization & Business GrowthAnalyze network performance and identify opportunities to improve operational efficiency, capacity utilization, and cost effectiveness.Collaborate with cross-functional teams to resolve operational challenges and implement network improvement initiatives.Support the development of performance frameworks, governance structures, and operating standards for the partner network.Identify growth opportunities within existing partner territories and support network scaling efforts.Partner Development & EngagementBuild strong relationships with partner business owners and key stakeholders.Act as the primary escalation point for partner-related operational matters.Support partners in workforce planning, operational setup, and capability development.Foster a high-performance culture across the partner network through continuous engagement and best practice sharing.Partner Acquisition & OnboardingIdentify and evaluate prospective delivery partners in targeted expansion areas.Support partner recruitment, due diligence, and onboarding activities.Coordinate with internal stakeholders to ensure successful partner launches and operational readiness.Facilitate the transition of new partners into steady-state operations.Requirements:Bachelor's Degree in related field.Strong analytical skills with the ability to translate data into actionable business insights.Experience managing external partners, vendors, franchisees, or business operators is highly preferred.Excellent stakeholder management and relationship-building skills.Strong problem-solving ability and a track record of driving operational improvements.Comfortable working in a fast-paced, performance-driven environment.Willingness to travel for partner engagement and site visits, if required.