Associate Executive, Partner Retention

Job Purpose

To support partner retention by managing contract renewals, withdrawals and partner engagement activities across Taxi, Private Hire Car (PHC) and Limousine partners. The role is responsible for engaging partners on renewal and retention options, handling partner enquiries and feedback, maintaining accurate records and reports, and coordinating with relevant departments to ensure timely resolution of partner-related matters and smooth operational processes.

Responsibilities

1. Contract Renewal & Partner Retention
   • Contact Taxi, Private Hire Car (PHC) and Limousine partners regarding upcoming contract expires.
   • 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.

Qualifications & Work Experience

• 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.
• 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.

Skills

• Good communication and interpersonal skills, with the ability to engage partners effectively.
• 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.