Associate Executive, Partner Retention

Job Description

1. Contract Renewal & Partner Retention

• Contact Taxi, Private Hire Car (PHC) and Limousine partners regarding upcoming contract expiries.
• Follow up with partners on contract renewals and available rental schemes.
• Prepare and process recontracting documents, including electronic agreements.
• Engage partners who are considering leaving and explore suitable retention options.
• Maintain accurate records of contract renewals and follow-up actions.

2. Partner Withdrawal & Engagement

• Attend to partners requesting vehicle withdrawals.
• Conduct exit interviews to understand reasons for leaving.
• Explore retention opportunities before processing withdrawals.
• Prepare withdrawal documentation and coordinate with relevant departments.
• Handle partner enquiries, feedback and complaints professionally.

3. Reporting & Administration

• Prepare and update daily, weekly and monthly retention and withdrawal reports.
• Maintain accurate partner records and update transactions in internal systems.
• Monitor contract expiries, pending renewals and scheduled withdrawals.
• Assist with charging credit administration, entitlement verification and related reporting.
• Ensure proper filing and documentation.

4. Operational Support

• Coordinate with Customer Service, Fleet, Recruitment, Workshop and other departments on partner-related matters.
• Assist in organising partner engagement activities and dialogue sessions.
• Follow up on outstanding cases to ensure timely resolution.
• Support departmental initiatives, system enhancements and process improvements.
• Perform other duties assigned by the Partner Retention Manager.

Job Requirements

• Minimum GCE 'O' Level, NITEC, Higher NITEC or Diploma.
• Preferably 2 years of experience in customer service, sales support, administration or a related field.
• Prior experience in driver recruitment, driver relations or the transport industry is an added advantage.
• Good communication and interpersonal skills, with the ability to engage partners effectively.
• Proficient in Microsoft Office applications, particularly Excel formula, PowerPoint and Outlook.
• Positive mindset, adaptable to changes and willing to learn.
• Able to work independently and as part of a team.
• Good organisational skills with attention to detail.
• Possession of a valid Class 3 driving licence and/or Taxi Driver's Vocational Licence (TDVL) / Private Hire Car Driver's Vocational Licence (PDVL) is an added advantage.