Merchant Operations Executive

We’re looking for a Merchant Operations Executive to join the Setel KL team. We are obsessed about delivering a seamless and frictionless retail experience for our customers. We strongly believe that we can only deliver these amazing experiences for our customers and merchants when we drive a work culture which inspires innovation, rewards risk-taking and celebrates success. If you want to take more ownership of your career, then you’re ready to be part of Setel.

The Merchant Operations team owns all efforts to manage merchants that comes from all aspects including merchant registrations, training, campaigns, acquisitions and complaints that are related to Setel. This also involves efforts to define, test and execute specific programs or campaigns to drive the number of customers acquired at stations in order to contribute a higher sales volume.

The Merchant Operations team will also play a critical role in managing merchants development, inquiries and feedback towards Setel. These initiatives are crucial in identifying and addressing the appropriate mitigations in a timely manner in ensuring a merchant well preparation for Setel.

In This Role You Will:
  • Execute the acquisition of nationwide retail station dealers, identified retailers and businesses as the organization’s registered merchants, by enhancing and executing the contracts in accordance to Bank Negara Malaysia (BNM) requirements as well as maintaining the related documents in records.
  • Organize and manage the user engagement, complaints, inquiries & feedback, promotional rewards and mass communications. This also includes other monitoring parts of merchants’ profiling such as constant communication and engagements, incentives and reward programs, campaigns, activations in alignment to the respective business strategy for an impactful and maintaining harmonious relationship and positive influence perception towards the organization.
  • Enforcing merchant compliance and standards by regulating internal and external procedures, guidelines, tools, equipment, communication channels, reports, communication scripts, point-of-sales materials (POSM) to ensure high compliance and standard for an excellence and consistent customer experience.
  • Performing capability development and assessment of all the registered merchants on the organization’s product knowledge, retail automation system handlings and marketing offerings by analyzing, developing, implementing, facilitating and enhancing the training programs, materials, tools, procedures and guidelines to improve capability and effectiveness of the workforce.
  • Build relationships across all levels within various functions spanning Engineering, Product, Operations, Marketing, Data, Finance and HR functions to be able to drive commitment and implement innovation and transformation activities related to Risk Operations, new business models, and digitalization.

You’re a great fit if you have:

  • Excellent problem solving, strategic thinking and analytical skills.
  • Drive for results in an ambiguous environment.
  • Ability to manage projects in a cross-functional context with excellent knowledge of project management tools, techniques and methodologies.
  • Outstanding team working and communication skills.
  • Solid understanding of technology industry, market and technology.
  • Proficiency in communication and maintaining good relationship with partner, stakeholders and shareholders.
  • Ability to work under pressure and in tight deadlines.

Bonus Qualifications