Retail & Customer Service Executive

Job Summary

We are looking for a hands-on and detail-oriented executive to support retail execution across outlets, with a primary focus on POSM coordination.

This role will also assist in handling customer feedback and complaints, to ensure a positive customer journey across our retail’s outlets & online channel.

Key Responsibilities

1. POSM & Retail Support（Primary Focus）

Coordinate and ensure timely distribution of POSM to all outlets

Track and confirm POSM delivery status and accuracy

Work closely with Retail Marketing / outlets to ensure correct campaign execution

Monitor outlet execution and follow up on any inconsistencies

2. Customer Service Support（Secondary Role）

Handle customer complaints from retail outlets, WhatsApp, and online channels

Follow up and resolve issues in a timely and professional manner

Coordinate with outlets and internal teams to provide solutions

Maintain proper records and prepare simple reports

Identify recurring issues and suggest improvements

3. Primary KPIs（Retail Execution）

POSM distribution accuracy & completeness

On-time delivery to outlets

Promotion execution compliance across outlets

Outlet feedback on campaign clarity & execution

4. Secondary KPIs（Customer Service）

Response time to customer enquiries

Complaint resolution follow-up rate

Monthly customer feedback reporting

Identification of recurring issues