New Channels Development Associate (USA), SG-Based

Role Summary

You’ll work closely with the marketing and ecommerce teams to setup, build and support Naoki Matcha’s new growth channels, with an execution-heavy focus on: (1) B2B customer success, (2) TikTok Shop launch support in partnership with the marketing team, (3) retail/distributor channel research, and (4) strategic partnerships support. You’ll operate cross-functionally, turning feedback into practical improvements, coordinating follow-ups, and keeping execution moving.

Key Responsibilities

1) B2B Customer Success - Retention, Reorders, Win-backs (Core)

• Work with the ecommerce team(which focuses primarily on new customer acquisition / hunting) to own the existing B2B customer success side: retention, reorders, and win-backs.
• Proactively followup with existing B2B US customers, especially accounts that have stopped ordering or gone quiet via outreach calls.
• Conduct structured calls/messages to diagnose drop-off reasons (product fit, workflow, pricing, service issues, expectations) and drive reorders.
• Coordinate internally (ops/logistics/warehouse) to resolve issues end-to-end and close loops with B2B customers.
• Maintain a clean customer success tracker (last order date, risks, next follow-up date, issues, actions, outcomes).
• Capture recurring issues andpropose simple process improvements to reduce repeats and improve customer experience.

2) US TikTok Account and Shop Launch Support

Work with the marketing team to support TikTok expansion into the US market by translating cultural/context learnings into practical inputs:

• Content angles, hooks, common objections, test ideas, and creator talking points

Support TikTok Shop operational readiness:

• Product/catalog listing coordination, FAQs, common objections, and customer feedback loop

This role supports execution and insight, not content production or editing ownership.

3) US Retail Partner Development Support

• Research and map retail and distributor channel options (partner types, onboarding steps, requirements, typical commercial terms/margins at a high level).
• Support founder-led conversations with major retailers and category teams (e.g., Walmart, Target and other inbound retail leads) as we evaluate potential listings.
• Help qualify inbound retail interest by gathering key inputs: category fit, listing requirements, volume expectations, operational needs, and timelines.
• Work with retail contacts to understand expected commercial terms (e.g., margin expectations, fees/allowances where applicable) and translate them into a simple internal view of pricing implications.
• Coordinate internal follow-ups needed to progress discussions (samples, product information, one-pagers, pricing sheets as provided) and keep next steps tracked.

Note: You’re not expected to already know every retail pricing mechanic upfront:this role is about learning quickly through buyerconversations and turning inputs into clear, usable summaries for decision-making.

4) Secondary Project: Strategic Partnerships Support (Founder-led) — Food Manufacturing s “Big Partners”

This stream is opportunistic and prioritised based on business needs and bandwidth.

• Work directly with the founders to support strategic partnerships exploration, especially food manufacturing / co-manufacturing /ingredient-related partnerships (and other large partners where relevant).
• Support founder-led outreachand relationship development through partner research, outreach drafts, scheduling, call notes, and structured follow-ups.
• Track partner requirementsand coordinate internal responses (samples, specs/info as available, timelines, FAQs).

Requirements

• 1–3   years   of   experience  in   customer   success,    account   management, partnerships/BD support, sales operations, (FCB/CPG/hospitality preferred).
• Strong execution and follow-up discipline: organized, responsive, and able to push items across teams to completion.
• Comfortable speaking with US customers and US partners on calls; able to synthesize conversations into clear notes and next steps.
• Comfortable working directly with SG founders; able to take an incomplete brief and create structure.
• Experience with US Tiktok Shop is required.
• Experience speaking to US food service partners is required.
• Able to produce clean docs/trackers and keep information organized.
• Primary market focus will be in North America.
• Occasional evening calls may be required for US time-zone overlap.

What Success Looks Like (by Month 6)

• Strong “farming” outcomes: improved retention/reorder consistency; meaningful progress reactivating fallen-off B2B accounts.
• A reliable customer success tracker and follow-up rhythm that reduces founder and B2B team overhead.
• TikTok support delivered in collaboration with marketing: actionable US-market learnings + operational readiness support.
• A clear, prioritized view of retail/distributor opportunities with updated tracking and founder-ready next steps.
• Strategic   partnership   threads   advanced   with   founders   (especially   food manufacturing-related), through consistent research and follow-up support.

About Naoki Matcha

• We are an Ecommerce-first company with ~90% of sales outside Singapore.
• We are stable, profitable and on a steady growth trajectory.
• We have a sizeable marketing budget to deploy for 2026.
• We are fully bootstrapped and founder-operated.
• We practice flexi-place arrangements; our office is less than 10 minutes’ walk from UpperThomson MRT station.