RESPONSIBILITIES:
Mission:
- Throughout understand CARE model & its contribution to the total business including Nutrition, Health and Hygiene where applicable.
- Translate consumer connection & engagement to business results via Acquisition pillar with excellent operation, to exceed expectations.
- Builds CRM capabilities by identifying and recruiting qualified employees who can understand CRM and gain consumer insights and work well in team environments.
- Builds and operates the requisite infrastructure to meet business goals, ensuring that the required capacity of the department is available to meet business expectations.
- Managing the resources (human and financial), internal relationships and external partnerships dedicated to the achievement of the agreed strategic goals for the CRM function.
- Continually build rapport with internal & external stakeholders across function (CARE/ brand/ digital/ e-com/ agencies/ partners) with trust, speed for results.
- Effectively presents and communicates updates or concerns to executives & leadership including having understanding and have awareness of consumer stories, quickly flagging any gaps that might exist.
- Effectively adopt best practices and processes as outlined by leadership and your direct manager.
- Be the in-house expert and industry best practices when it comes to performance content.
Primary Responsibilities:
Leads and develops CRM function to engage directly with consumers through various acquisition and retention programs for the best consumer’s satisfaction & maximize Consumer Lifetime Value.
OUTBOUND CALLS
- Master data analytics to understand the quality, possibility & potentiality of new incoming as well as rolling data for CARE services
- Work closely with Enrollment person to update lead performance from all channels & stages as well as provide recommendation/suggestion for the coming data recruitment
- Ensure compliance for every single call as per aligned with company compliance & regulation
- Build up activity & program to ensure the best performance from call agents
- Provide reports for weekly, monthly, quarterly & annually basic for call center performance
- Flexibly manage & allocate human resources for the best optimized performance of call agents
- Conducts cost-benefit analysis on assigned projects when relevant.
- Expand support to other Acquisition functions in the company such as E-com & Offline trade for ad hoc or schedule campaigns.
INBOUND CALLS
- Manages call center and incoming consumer’ queries or complaint about product to drive consumers’ satisfactions with speed, care & accuracy to ensure consumer’s satisfaction.
- Formulate protocol for consumer’s complaints across functions & partners as well as collaboration to ensure consumer’s satisfaction.
PARTNER WITH OTHER CARE PILLARS & FUNCTIONS
- Lead daily data & call performance review for Enrollment quality optimization across all channels.
- Advice & consultation based on conversation with moms to fuel the content strategy as well as further enhance value proposition to consumers.
- Perform other tasks related to CRM and CARE as per assigned by CARE Lead, Marketing Director and GM
REQUIREMENTS:
Educational Attainment Requirement: University Degree holder
Professional background:
- At least 4-5 years of experience in CRM field with hands-on call center strategy & management experiences
- Experienced in consumer/healthcare marketing with a focus on CRM
- Built or managed a call or customer service center, a direct marketing or customer loyalty initiatives
- Managed, recruited and developed human resources in a competitive market environment.
- Experience with organizational, negotiation and communication skills
- Led cross-functional teams and managed multiple groups to deliver desired outcomes
- Proven successful project management track record
Expected Areas of Competence:
- Strong understanding of marketing management, CRM, advertising, and business planning
- Knowledge of financial management, budgeting and forecasting.
- Knowledge of the role of and potential for technology to drive competitive advantage in customer loyalty programs
- Mastery of effective communication skills to impact and influence people.
- Knowledge of infant formula markets and competitive forces.
- Good command of both spoken and written English.