Branch Support Specialist

Branch Support Specialist

Retail Operations & Internal Systems

Location: ZUMA Head Office, Surabaya
Employment Type: Full-time
Level: Staff

Be the Link That Keeps Every ZUMA Branch Moving

ZUMA is a fast-growing Indonesian lifestyle retail brand with an expanding branch network across Indonesia.

With more than 50 retail stores across Java, Bali, Sumatra, Sulawesi, and Nusa Tenggara—supported by rapidly growing digital and marketplace channels—ZUMA is entering an exciting new phase of national expansion.

As our business continues to grow, we are looking for a highly organized and proactive Branch Support Specialist to become the central connection between our branches and Head Office.

This role is ideal for someone who enjoys solving operational problems, coordinating multiple stakeholders, improving systems, and ensuring that every branch request is handled clearly, quickly, and properly.

You will not only coordinate requests—you will also help build the tools and workflows that make our branch operations more scalable and efficient.

What You Will Do

Branch Coordination & Support

• Act as the main Primary Point of Contact between branches and Head Office.

• Receive, validate, categorize, and forward branch requests to the relevant Head Office PIC.

• Ensure every request and escalation is followed up accurately and on time.

• Maintain clear and structured communication between Branch Managers and Head Office teams.

• Follow up on customer complaints escalated by branches.

• Monitor branch-related operational programs and ongoing action items.

Systems & Process Improvement

• Troubleshoot and improve internal operational tools used to manage branch requests.

• Develop a structured request intake system using forms, databases, ticketing systems, or no-code tools.

• Build clear request categories, escalation flows, response timelines, and documentation standards.

• Monitor tool adoption and continuously improve the process based on branch feedback.

• Identify recurring operational issues and recommend practical improvements.

Program Rollout & Documentation

• Support the rollout of Head Office programs to branches, including socialization, training, and documentation.

• Arrange branch coordination meetings and ensure meetings are properly scheduled.

• Prepare meeting minutes, action items, and follow-up tracking.

• Create routine reports on branch requests, escalations, response times, and completion status.

• Prepare internal memos, operational letters, and other business documentation.

Operational Data Support

• Maintain employee benefit data, including employee discounts and birthday gifts.

• Support wholesale sales benefit submissions for regular and event activities.

• Assist with SPG and store sales achievement data.

• Ensure operational records remain complete, accurate, and easy to track.

What Success Looks Like

Within your first three months, you will:

• Understand and map the existing branch-to-Head Office request process.

• Build strong working relationships with Branch Managers and Head Office stakeholders.

• Identify operational pain points and areas where requests are frequently delayed or missed.

• Standardize request forms and documentation.

• Develop and launch a structured branch request intake tool.

• Establish clear request categories, escalation procedures, and reporting formats.

• Ensure branch requests are recorded, assigned, monitored, and followed through consistently.

• Improve response time and reduce the number of unresolved or missing requests.

What We Are Looking For

• Bachelor’s degree preferable in Information Systems, Statistics, Business Operations, or a related field is welcoming.

• Minimum 1 year of experience in retail operations, branch coordination, business support, or internal system development.

• Strong proficiency in Google Sheets, Google Docs, and digital collaboration tools.

• Able to create structured reports, trackers, and clear operational documentation.

• Good understanding of multi-store retail operations and Head Office–branch coordination.

• Strong communication, interpersonal, and stakeholder management skills.

• Highly organized, detail-oriented, and consistent in following up tasks.

• Strong sense of urgency and ownership.

• Objective, proactive, adaptable, and comfortable handling multiple requests.

• Able to work independently while coordinating effectively across teams.

You Will Stand Out If You Have

• Experience using no-code or low-code platforms such as AppSheet, Glide, Retool, or Notion Database.

• Experience with helpdesk or ticketing systems.

• Understanding of service queues, response time, SLA, and escalation processes.

• Basic knowledge of databases and internal application maintenance.

• Experience building operational dashboards, forms, trackers, or simple workflow systems.

• Previous experience in a fast-growing retail or multi-branch organization.

Why Join ZUMA?

• Play an important role in improving operations across our branch network.

• Work directly with Branch Managers and multiple Head Office departments.

• Build systems and processes that will be used across the organization.

• Gain exposure to retail operations, customer experience, sales support, and internal system development.

• Join a collaborative, fast-paced, and continuously growing Indonesian brand.

• Enjoy a role where your ideas, improvements, and problem-solving skills create visible impact.

Ready to Make Branch Operations Better?

If you are someone who enjoys connecting people, organizing information, solving operational challenges, and building practical systems, we would love to hear from you.

Apply now and grow with ZUMA.