Branch Support Specialist

Retail Operations & Internal Systems Location: ZUMA Head Office, Surabaya Employment Type: Full-time Level: Staff 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.

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.

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.