Merchant Engagement Senior Executive (Mandarin Speaker)

Adecco Staffing & Outsourcing Sdn Bhd; Petaling Jaya; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading superapp in Southeast Asia is seeking a passionate Area Manager in Petaling Jaya to engage with unmanaged merchant partners, solve operational issues, and drive growth. The ideal candidate needs 3-5 years of sales experience and fluency in English, Bahasa Malaysia, and Mandarin. This role involves building relationships and using data to improve merchant satisfaction.

Qualifications

• 3–5 years of experience in a sales or account management role.
• Proficiency in English, Bahasa Malaysia and Mandarin.
• Strong verbal and written communication skills.

Responsibilities

• Lead the Area Manager initiative and engage with merchant partners.
• Own the Area Manager playbook and ensure quality interactions.
• Monitor KPIs related to merchant engagement and satisfaction.

Skills

Sales experience

Strong communication skills

Problem-solving

Data analysis

Interpersonal skills

Proactivity

Empathy

Job description

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.

Responsibilities

• Lead the “Area Manager” Initiative: Be the primary driver of direct, face‑to‑face engagement with unmanaged merchant partners in your area. Conduct regular visits, build rapport, and embody the human connection we value.
• Take ownership of the “Area Manager” playbook – set visit schedules, define key discussion points, and ensure the quality of every interaction to maximize impact.
• Effectively deploy any assigned resources to maximize reach and support for unmanaged merchants.
• Foster strong, lasting relationships by understanding merchants' needs and acting as their reliable point of contact.
• Identify and rapidly resolve operational issues, technical glitches, or other concerns, escalating complex issues when necessary.
• 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.
• Systematically gather feedback from merchants and channel it back to internal teams (product, operations, support) to drive continuous improvement.
• Monitor KPIs such as merchant engagement rates, satisfaction scores, issue resolution time, retention rates, and tool adoption.
• Use data to identify trends, pinpoint areas for improvement, and celebrate success stories within your area.
• Become the go‑to expert on your area’s merchant landscape, competitive environment, and local market nuances to identify growth opportunities.
• Work with Sales, Operations, Marketing, and Product teams to ensure a seamless and positive merchant experience; advocate for partner perspectives in strategic decisions and product roadmaps.
• Continuously refine processes to boost efficiency and effectiveness, and share best practices with other Area Managers and internal teams.

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.

Key Qualities

• Exceptional Interpersonal Skills – build genuine connections and rapport with anyone.
• Problem‑Solving Prowess – think on your feet and quickly address challenges.
• Proactive & Self‑Driven – 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 – handle challenges with a positive and persistent attitude.

Application Questions

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years of experience do you have as an Engagement Executive?
• Which of the following languages are you fluent in?