About the Role
Klook's eSIM product is growing fast across global markets, and the quality of our supplier network is a direct driver of customer experience and commercial performance. We're looking for someone who can own supplier relationships end-to-end — not just manage them, but partner with them to deliver, hold them accountable when they don't, and build the systems that make quality measurable and improvable over time.
What You'll Do
Supplier Management & Quality Ownership
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Own day-to-day relationships with Klook eSIM suppliers; serve as the primary point of escalation for quality, coverage, and delivery issues
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Proactively identify underperforming suppliers or markets using data; drive structured remediation plans with clear timelines and accountability
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Lead network switching evaluations and negotiations when suppliers fail to meet quality thresholds — and follow through when needed
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Negotiate supplier contracts, SLAs, and pricing terms; ensure commitments are documented, tracked, and enforced
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Build and maintain supplier scorecards covering key quality metrics (activation success rate, connectivity stability, customer complaint rate, resolution time) and run regular performance reviews
Cross-functional Execution
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Work closely with product, tech, customer service, and commercial teams to translate supplier quality issues into actionable fixes — whether that's a network config change, a UX update, or a policy revision
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Coordinate with marketing and regional teams to ensure supply coverage and quality are sufficient before launching in new markets or running promotions
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Support supply-side input into quarterly planning cycles, including coverage gap analysis, capacity assessments, and supplier diversification strategy
Data & Reporting
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Build and maintain dashboards and reports to monitor supplier performance, network quality KPIs, and issue resolution trends (Tableau, Google Sheets)
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Conduct ad-hoc analysis to investigate quality incidents, identify root causes, and quantify business impact
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Ensure data integrity and consistency across supplier reporting; flag anomalies early and drive resolution
What You'll Need
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3–5 years of experience in supplier management, vendor operations, partner management, or supply chain — ideally in OTA, travel tech, telecom, or a related industry
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Demonstrated track record of holding external partners accountable: you've pushed suppliers, escalated when needed, and can show outcomes from doing so
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Comfortable operating with limited leverage — you know how to get results through relationship management, data, and persistence, not just contractual power
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Strong analytical skills; able to independently pull, structure, and interpret data to make the case for action
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Excellent communicator — equally effective writing a supplier escalation email and presenting a quality review to internal leadership
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Fluent in English and Chinese (Mandarin); additional languages a plus
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Globally minded and comfortable working across time zones and cultures
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Startup mindset: you don't wait to be told what's broken, you find it yourself and fix it
Nice to Have
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Familiarity with eSIM, telecom networks, or mobile connectivity products
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Experience with API-based supplier integrations or technical onboarding
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Prior experience managing suppliers in Asia, EU, or other international markets where Klook operates
