Job Description

Responsible for monitoring and help managing all CRM daily operational activities and complaint handling

Job Requirements

  • Candidate must possess at least Bachelor's Degree in Commerce, Mass Communications or equivalent.
  • Required language(s): English
  • At least 2 Year(s) of working experience in the related field is required for this position.
  • Ensure outlet’s operational team follow the SOP, follow-up contact to outlet to make sure memo is received well

  • Create and update content of socialization material / manual book

  • Coordinate with training dept, cashier team, operation team, and memberid to communicate new SOP / features

  • Manage the CRM admin schedule

  • Supervise and monitor the daily operation process

  • Membership email and hotline (complaints and enquiry)

  • Member Redemption (coordinate with brand)

  • Contact point to card vendor to request personalize card printing

  • Card request process from MKT or BOD (complete data, printing, activation, delivery, confirmation to member)

  • Reintatement transaction based on report from outlet or member (coordinate with operation to get bill copy)

  • Card request and specific evoucher request from each brand

  • Manual process to generate evoucher for cashback, brand winners, brand partnership

  • Manual process nominate friends

  • Create PO and delivery of hardware and equipment for new outlet's operation (scanner, card, packaging, booklet, etc)

  • Conduct training to operation team and onboarding training to Marketing

  • Randomly visit outlet (weekly basis) to quiz the operation team

  • Manage training schedule and outlet visit schedule

  • Manage & Create reporting for all CRM activities % usage ILC (monthly)

  • Transaction feedback (weekly)

  • Combine CRM Report (monthly)

  • ISMAYA Database (monthly)

  • IGC report (monthly)

  • Custom report (based on request from brand)

  • Update content of FAQ, T&C on ILC website