Dating back to the early 1800s, Pos Malaysia is the oldest company in the country and boasts a rich history. However, many may not know that the national postal service is helmed by Brit Charles Brewer, the first non-Malaysian Group CEO of the company. Taking the helm in August 2021, he brought with him more than 34 years of expertise as former COO of Canada Post and through various roles at DHL Express.
Since then, the charismatic leader has been on a mission to breathe new life into Pos Malaysia, evolving from traditional mail services and adapting to the digital era. Under his leadership, service metrics have surged with delivery performance, and they’ve also upped the ante on sustainability initiatives. “Everything you look at around your house and what you’re wearing is all delivered by us in one way, shape or form,” Brewer says. “We kind of move the world in one way or another.”
There are so many logistics & courier services nowadays. What do you want Malaysians to know about Pos Malaysia’s service excellence in comparison with its competitors?
From a postal perspective, we are the only company that can deliver mail in Malaysia. On the parcel side, it has become more competitive in the past 10 to 15 years globally. Fundamentally, there are many areas in which we differentiate, but the most important thing for us is that we pick up and deliver on time. For example, it’s like a nasi lemak restaurant. You can have pixie dust items like the best lights and greatest pricing, but if the food is rubbish, you don’t go back. I’m happy to say that, in 2022, Pos Malaysia achieved an outstanding 96 per cent guaranteed delivery performance in the MCMC Courier Challenge Survey, surpassing industry standards.
Can you share about Pos Malaysia’s sustainability initiatives?
We made a sustainability plan in the first place because it’s becoming really important for our employees who expect us to operate a certain way. Secondly, I genuinely hope that this becomes more important for you and all the other online shoppers we have because we won’t have a planet one day if we don’t. Thirdly, we’re on track for Pos Malaysia’s Net Zero 2050 goal, which also reduces our costs. This includes deploying electric bikes and vans, with plans to convert the entire last-mile fleet to green vehicles by 2030 and installing 150 solar panels by 2025.
You’ve worked in the industry for decades. What is the fondest memory that you can share?
I’ve been really lucky in my career to have worked on all continents, and visited or worked in more than 120 countries. Back when I was working in Africa, I went to Rwanda, where I climbed the mountains to see 12 Silverback Gorillas. They are critically endangered, and they are one of the most beautiful animals I’ve ever had the pleasure to see in their environment. But there are flip sides to every coin, and I also met a boy impacted by the genocides whose entire possessions were what he had on, including only one flip-flop, yet he smiled until the hour I left. It made me realise how fortunate I am in life.
Do you have a favourite first-day cover from Malaysia?
I was a stamp collector when I was a kid and I have a great team who always brings in a stamp collection that outdoes the one before. It’s hard to choose a favourite, but the one we just released represents four of the most famous dances in Malaysia, which represents its amazing multicultural society.
We understand that you’re an avid football fan. Who is your favourite team?
I’m an Arsenal fan but I probably like rugby more. About three months ago, I decided to come out of retirement and play in a rugby tournament and I’m still hurting!
As a foodie, what dish did you find unique when you first moved to Malaysia but have come to like it?
When I first moved here in 2002, I encountered durian, which is still scary to me. But Malaysian food is fantastic, and I always get nasi kerabu when I go to Kelantan. In fact, I love anything spicy and my mother-in-law, who is Malaysian Chinese, always makes chicken curry three notches spicier for me and a normal one for the family.
You’ve worked all over the world. What is one thing you do in a new location to acclimatise?
Everyone wants to be treated the same wherever you go in the world, but there are some massively unique behaviours in terms of behaviours. About 22 years ago, when I first came to Malaysia, I came in at about 7am and left at around 6.30pm. And I told my friend that the work ethic here was unbelievable as my workers did the same. Then he told me: “Charles, you understand that, in our culture, if the boss comes in early, they’ll come in before the boss does.” It taught me a really valuable lesson that when you’re acclimating to a new environment, it’s not just them acclimating to you, it’s also you acclimating to them.
