Merchant Zone Manager (Penang)

Adecco; Penang; On-site; MYR 60,000 - 100,000; Full time

Job summary

Adecco Malaysia in Penang seeks a Merchant Engagement & Relationship Manager to drive direct partner engagement, plan visit schedules, and educate merchants on using tools to grow their business.

You will monitor KPIs, collaborate with Sales, Operations, Marketing, and Product teams, and translate feedback into improvements while leveraging English and Bahasa Malaysia language skills.

Qualifications

• 3–5 years of experience in a sales or account management role.
• Strong interpersonal and relationship-building skills.
• Proactive, self-driven mindset.
• Data-oriented with the ability to track performance and metrics.
• Proficiency in English and Bahasa Malaysia; Mandarin or Tamil is an advantage.
• Knowledge of the local market and business landscape.

Responsibilities

• Engage directly with merchant partners, set visit schedules, and ensure quality interactions.
• Identify and resolve operational issues, gather feedback, and drive continuous improvement.
• Monitor KPIs, collaborate with Sales, Operations, Marketing, and Product teams to ensure a seamless merchant experience.

Skills

Sales

Account management

Interpersonal skills

Problem solving

Data analysis

English & Bahasa Malaysia

Job description

1. Merchant Engagement & Relationship Management

• Act as the primary driver of direct, face-to-face engagement with unmanaged merchant partners
• Set visit schedules, define key discussion points, and ensure the quality of interactions
• Educate partners on how to use tools (e.g., Merchant App, marketing features) to grow their business

2. Issue Resolution & Continuous Improvement

• Identify and rapidly resolve operational issues, technical glitches, or other concerns
• Gather feedback from merchants and channel it back to internal teams for continuous improvement
• Document successful engagement strategies and share best practices with internal teams

3. Performance Monitoring & Collaboration

• Monitor KPIs including engagement rates, satisfaction scores, issue resolution time, and tool adoption
• Analyze data to identify trends and pinpoint areas for improvement within the assigned area
• Collaborate with Sales, Operations, Marketing, and Product teams to ensure a seamless merchant experience

Preferred Skillset

• 3-5 years of experience in a sales or account management role
• Exceptional interpersonal and relationship-building skills
• Strong problem-solving abilities and a proactive, self-driven mindset
• Data-oriented with the ability to track performance and analyze metrics
• Proficiency in English and Bahasa Malaysia; Mandarin or Tamil is an advantage
• Knowledge of the local market and business landscape