855 Client Solutions jobs in Malaysia

Astro Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Astro Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

1 week ago Be among the first 25 applicants

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• We practice a vibrant & energetic office culture.
• We provide opportunities for career advancement within the company.
• Good performance is always rewarded accordingly.
  
  

WHY JOIN US?

• We practice a vibrant & energetic office culture.
• We provide opportunities for career advancement within the company.
• Good performance is always rewarded accordingly.
  
  

“It's our people that make Astro Malaysia’s leading entertainment company. We are an inclusive employer, to enable everyone at Astro to be their best. We embrace differences – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products/services and our community. We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive, compelling and profitable. ”

Job Responsibilities

What you will do:

• Revenue Generation: Driving revenue generation and growth from assigned clients or agencies through proactive hunting and relationship building.
• Client Relationship: Develop an understanding of each client’s business landscape, including their financial performance, brands, and challenges to provide advertising or business solutions that align with clients’ business objectives.
• Advertising Budgets: Collaborate with clients to understand their advertising budgets and ensure effective monitoring and utilisation of allocated funds.
• Competitor Analysis: Understand competitor offerings and industry needs to reinforce Astro’s position as the ideal advertising partner for clients.
• Case Studies: Stay well-versed in case studies and best practices from successful campaigns and leverage this knowledge to engage and intrigue clients and prospects.
• Campaign Briefs: Proactively solicit campaign briefs (Client Proposal Request or CPR) from clients, ensuring that they contain significant information regarding campaign objectives, challenges, key messaging, and Key Performance Indicators (KPIs) as stipulated in the CPR form.
• Propose Integrated Advertising Solutions: Collaborate with internal subject matter experts to understand, propose, and pitch integrated advertising solutions across television, radio, digital, social media, and influencer marketing across Astro’s universe.
• Campaign KPIs: Develop comprehensive campaign KPIs in collaboration with clients and internal stakeholders to ensure optimal client experience and outcomes for campaigns.
• Collaboration: Collaborate with various teams at Astro to facilitate the integration of client feedback into product development processes to enhance our product offerings.
• Post Campaign Analysis: Partner with Client Solutions to analyse post-campaign performance and provide strategic insights to clients to ensure continuous partnership.
• Sales Pipeline and Reporting: Diligently manage sales pipeline and reporting to ensure accurate sales forecasting and reporting.
• Trade & Targeted Client Engagement Events: Represent Astro Media Solutions at trade events and client events to effectively communicate Astro’s capabilities, credentials, and business updates to reinforce Astro’s position as the ideal advertising partner for clients.
  
  

Requirements

Who you are:

• Degree/Diploma holders in Advertising/Business/Commerce/Communications or in any relevant field
• Preferably at least 2 years working experience in media advertising or customer service environment
• Fluent in English, Bahasa Malaysia and/or other languages is an added advantage
• Resourceful, self-motivated with excellent presentation and interpersonal skills
• Ability to work effectively with clients and cross-functional teams
• Strong team player
• Results -oriented
• Able to organize resources, present reports, and coordinate project work

Seniority level

• Seniority level Entry level

Employment type

• Employment type Full-time

Job function

• Job function Sales and Business Development
• Industries Entertainment Providers

Referrals increase your chances of interviewing at Astro by 2x

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Astro Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Join or sign in to find your next job

Join to apply for the

Executive, Client Solutions

role at

Astro Astro Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago Be among the first 25 applicants Join to apply for the

Executive, Client Solutions

role at

Astro Get AI-powered advice on this job and more exclusive features. We practice a vibrant & energetic office culture. We provide opportunities for career advancement within the company. Good performance is always rewarded accordingly.

WHY JOIN US?

We practice a vibrant & energetic office culture. We provide opportunities for career advancement within the company. Good performance is always rewarded accordingly.

“ It's our people that make Astro Malaysia’s leading entertainment company. We are an inclusive employer, to enable everyone at Astro to be their best. We embrace differences – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products/services and our community. We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive, compelling and profitable. ”

Job Responsibilities

What you will do:

Revenue Generation: Driving revenue generation and growth from assigned clients or agencies through proactive hunting and relationship building. Client Relationship: Develop an understanding of each client’s business landscape, including their financial performance, brands, and challenges to provide advertising or business solutions that align with clients’ business objectives. Advertising Budgets: Collaborate with clients to understand their advertising budgets and ensure effective monitoring and utilisation of allocated funds. Competitor Analysis: Understand competitor offerings and industry needs to reinforce Astro’s position as the ideal advertising partner for clients. Case Studies: Stay well-versed in case studies and best practices from successful campaigns and leverage this knowledge to engage and intrigue clients and prospects. Campaign Briefs: Proactively solicit campaign briefs (Client Proposal Request or CPR) from clients, ensuring that they contain significant information regarding campaign objectives, challenges, key messaging, and Key Performance Indicators (KPIs) as stipulated in the CPR form. Propose Integrated Advertising Solutions: Collaborate with internal subject matter experts to understand, propose, and pitch integrated advertising solutions across television, radio, digital, social media, and influencer marketing across Astro’s universe. Campaign KPIs: Develop comprehensive campaign KPIs in collaboration with clients and internal stakeholders to ensure optimal client experience and outcomes for campaigns. Collaboration: Collaborate with various teams at Astro to facilitate the integration of client feedback into product development processes to enhance our product offerings. Post Campaign Analysis: Partner with Client Solutions to analyse post-campaign performance and provide strategic insights to clients to ensure continuous partnership. Sales Pipeline and Reporting: Diligently manage sales pipeline and reporting to ensure accurate sales forecasting and reporting. Trade & Targeted Client Engagement Events: Represent Astro Media Solutions at trade events and client events to effectively communicate Astro’s capabilities, credentials, and business updates to reinforce Astro’s position as the ideal advertising partner for clients.

Requirements

Who you are:

Degree/Diploma holders in Advertising/Business/Commerce/Communications or in any relevant field Preferably at least 2 years working experience in media advertising or customer service environment Fluent in English, Bahasa Malaysia and/or other languages is an added advantage Resourceful, self-motivated with excellent presentation and interpersonal skills Ability to work effectively with clients and cross-functional teams Strong team player Results -oriented Able to organize resources, present reports, and coordinate project work Seniority level

Seniority level Entry level Employment type

Employment type Full-time Job function

Job function Sales and Business Development Industries Entertainment Providers Referrals increase your chances of interviewing at Astro by 2x Get notified about new Solutions Executive jobs in

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Assistant Manager, Client Solutions page is loaded Assistant Manager, Client Solutions Apply locations All Asia Broadcast Centre time type Full time posted on Posted 13 Days Ago job requisition id JR09014

WHY JOIN US? We practice a vibrant & energetic office culture.

We provide opportunities for career advancement within the company.

Good performance is always rewarded accordingly.

“

It's our people that make Astro Malaysia’s leading entertainment company. We are an inclusive employer, to enable everyone at Astro to be their best. We embrace differences – we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products/services and our community. We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive, compelling and profitable.

” JOB RESPONSIBILITIES: What you will do: Revenue Generation: Driving revenue generation and growth from assigned clients or agencies through proactive hunting and relationship building. Client Relationship: Develop an understanding of each client’s business landscape, including their financial performance, brands, and challenges to provide advertising or business solutions that align with clients’ business objectives. Advertising Budgets : Collaborate with clients to understand their advertising budgets and ensure effective monitoring and utilisation of allocated funds. Competitor Analysis : Understand competitor offerings and industry needs to reinforce Astro’s position as the ideal advertising partner for clients. Case Studies : Stay well-versed in case studies and best practices from successful campaigns and leverage this knowledge to engage and intrigue clients and prospects. Campaign Briefs: Proactively solicit campaign briefs (Client Proposal Request or CPR) from clients, ensuring that they contain significant information regarding campaign objectives, challenges, key messaging, and Key Performance Indicators (KPIs) as stipulated in the CPR form. Propose Integrated Advertising Solutions : Collaborate with internal subject matter experts to understand, propose, and pitch integrated advertising solutions across television, radio, digital, social media, and influencer marketing across Astro’s universe. Campaign KPIs : Develop comprehensive campaign KPIs in collaboration with clients and internal stakeholders to ensure optimal client experience and outcomes for campaigns. Collaboration: Collaborate with various teams at Astro to facilitate the integration of client feedback into product development processes to enhance our product offerings. Post Campaign Analysis: Partner with Client Solutions to analyse post-campaign performance and provide strategic insights to clients to ensure continuous partnership. Sales Pipeline and Reporting : Diligently manage sales pipeline and reporting to ensure accurate sales forecasting and reporting. Trade & Targeted Client Engagement Events : Represent Astro Media Solutions at trade events and client events to effectively communicate Astro’s capabilities, credentials, and business updates to reinforce Astro’s position as the ideal advertising partner for clients.

REQUIREMENTS: Who you are:

Degree/Diploma holders in Advertising/Business/Commerce/Communications or in anyrelevant field Preferably at least 2 years working experience in media advertising or customer service environment Fluent in English, Bahasa Malaysia and/or other languages is an addedadvantage Resourceful, self-motivated with excellent presentation and interpersonal skills Ability to work effectively with clients and cross-functional teams Strong team player Results-oriented Able to organize resources, present reports, and coordinate project work Similar Jobs (2)

Senior Associate, Area Business Development Manager locations All Asia Broadcast Centre time type Full time posted on Posted 8 Days Ago Assistant Media Solutions Manager locations All Asia Broadcast Centre time type Full time posted on Posted 30+ Days Ago Astro Malaysia Holdings Berhad (“Astro”)

is Malaysia’s leading content and consumer company, serving 75% of Malaysian households across our TV, radio, digital and commerce platforms. As a trusted brand, Astro keeps Malaysians entertained and informed with a variety of vernacular, international and live sports content, engaging with 24 million individuals.

#J-18808-Ljbffr

Key Account Client Solutions Manager, Malaysia

TikTok Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Key Account Client Solutions Manager, Malaysia

TikTok Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Get AI-powered advice on this job and more exclusive features.

Responsibilities
Client Solutions Team at TikTok helps nurture accounts through high touch client service and education on TikTok solutions, supporting brands in achieving their marketing and business objectives. Cross functional collaboration is a mainstay for the team in providing holistic solutions that cover product knowledge, vertical expertise and market level insights. Our team is looking for individuals possessing strong business acumen and the ability to provide consultative sales in a fast-paced environment.

Responsibilities:
Being a consultant to clients and internal stakeholders
- We are in the business of solutions - these cover everything from product adoption, strategy and/or optimizations to help our clients link their marketing objectives to their business goals
- Keeping up to date with product developments, market landscape, vertical movements and competitor activities to give clients, their agencies, and internal teams a holistic view of what next steps to take
- Building Test & Learn plans in conjunction with the usage of Measurement solutions (BLS, CLS, Ad Effectiveness etc.) across full-funnel solutions
- Driving and facilitating the adoption of Pixels, MMPs, TikTok Shop where applicable
- Putting together narratives, workshops and business reviews etc. to educate and upskill clients in charting the way forward
- Establish the value of TikTok as a part of a brand's media mix and communication strategy

Account Management, Campaign Management & Reporting
- Manage and grow post-sale relationships with brands and their corresponding agency teams, taking a role in steering account growth and success
- Sense check/challenge media plans and provide suggestions to set clients up for success
- Take responsibility for campaign setup checks, performance monitoring and optimization suggestions for every client in the book of business.
- Own conversations around Always On content and Performance objectives to support the Brand Partnerships team in revenue attainment
- Gather, analyse and present data alongside insights and actionable next steps as part of post campaign reporting or account audits
- Proritising tasks by urgency level and impact in alignment with Brand Partnerships Managers

Stakeholder Management & Revenue Impact
- Building trusting relationships and robust communication with internal teams and external client & agency teams to ensure sustained growth of accounts
- Understanding the scope of various cross functional teams and whom to approach for what purpose
- Pushing through product adoption, programs and packages built around specific company or market level priorities
- Having an equal stake in Account & Opportunity planning, and working together with the Brand Partnerships team to come up with innovative solutions and strategies
- Tracking revenue attainment and impact of client activities on Book of Business, individually and as a team
- Sharing client/market/vertical learnings and knowledge across Client Solutions Teams, and beyond where pertinent, through case studies or other ad hoc sharings

Qualifications
Minimum Qualifications:
- Experience in account management/client services roles in digital marketing, with a demonstrated knowledge of digital media platforms, advertising KPIs, and cross-vertical knowledge.
- Good understanding of digital media and marketing landscape; specialized vertical knowledge in Travel, Insurance & Finance, CPG or Media & Entertainment is a plus
- Experience in an in-house marketing function, advertising agency or platform client solutions experience preferred
- Solid understanding of media metrics, their implications and corresponding studies
- Experience managing branding and performance advertisers with complex and scaling challenges across multiple markets
- Proficient in Excel, dashboarding or similar skillsets
- Excellent verbal and written communication skills in Business English

Preferred Qualifications:
- Detail oriented, analytical and a creative problem solver
- Experience with CPAS/Shopping Ads/E-commerce marketing
- Experience with 3rd party ad measurement verification partners (such as IAS, DV, MOAT)
- Experience building strategic programs aimed at driving education and product adoption
- Experience diagnosing and solving technical problems with product and engineering teams
- Experience with Mobile Measurement Partners and Pixel set up and troubleshooting

About TikTok
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.


Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Business Development and Sales
• Industries Technology, Information and Internet

Referrals increase your chances of interviewing at TikTok by 2x

Sign in to set job alerts for “Client Solutions Manager” roles.

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We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr

Key Account Client Solutions Manager, Malaysia

TikTok Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Key Account Client Solutions Manager, Malaysia

TikTok Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia Get AI-powered advice on this job and more exclusive features. Responsibilities Client Solutions Team at TikTok helps nurture accounts through high touch client service and education on TikTok solutions, supporting brands in achieving their marketing and business objectives. Cross functional collaboration is a mainstay for the team in providing holistic solutions that cover product knowledge, vertical expertise and market level insights. Our team is looking for individuals possessing strong business acumen and the ability to provide consultative sales in a fast-paced environment.

Responsibilities: Being a consultant to clients and internal stakeholders - We are in the business of solutions - these cover everything from product adoption, strategy and/or optimizations to help our clients link their marketing objectives to their business goals - Keeping up to date with product developments, market landscape, vertical movements and competitor activities to give clients, their agencies, and internal teams a holistic view of what next steps to take - Building Test & Learn plans in conjunction with the usage of Measurement solutions (BLS, CLS, Ad Effectiveness etc.) across full-funnel solutions - Driving and facilitating the adoption of Pixels, MMPs, TikTok Shop where applicable - Putting together narratives, workshops and business reviews etc. to educate and upskill clients in charting the way forward - Establish the value of TikTok as a part of a brand's media mix and communication strategy

Account Management, Campaign Management & Reporting - Manage and grow post-sale relationships with brands and their corresponding agency teams, taking a role in steering account growth and success - Sense check/challenge media plans and provide suggestions to set clients up for success - Take responsibility for campaign setup checks, performance monitoring and optimization suggestions for every client in the book of business. - Own conversations around Always On content and Performance objectives to support the Brand Partnerships team in revenue attainment - Gather, analyse and present data alongside insights and actionable next steps as part of post campaign reporting or account audits - Proritising tasks by urgency level and impact in alignment with Brand Partnerships Managers

Stakeholder Management & Revenue Impact - Building trusting relationships and robust communication with internal teams and external client & agency teams to ensure sustained growth of accounts - Understanding the scope of various cross functional teams and whom to approach for what purpose - Pushing through product adoption, programs and packages built around specific company or market level priorities - Having an equal stake in Account & Opportunity planning, and working together with the Brand Partnerships team to come up with innovative solutions and strategies - Tracking revenue attainment and impact of client activities on Book of Business, individually and as a team - Sharing client/market/vertical learnings and knowledge across Client Solutions Teams, and beyond where pertinent, through case studies or other ad hoc sharings

Qualifications Minimum Qualifications: - Experience in account management/client services roles in digital marketing, with a demonstrated knowledge of digital media platforms, advertising KPIs, and cross-vertical knowledge. - Good understanding of digital media and marketing landscape; specialized vertical knowledge in Travel, Insurance & Finance, CPG or Media & Entertainment is a plus - Experience in an in-house marketing function, advertising agency or platform client solutions experience preferred - Solid understanding of media metrics, their implications and corresponding studies - Experience managing branding and performance advertisers with complex and scaling challenges across multiple markets - Proficient in Excel, dashboarding or similar skillsets - Excellent verbal and written communication skills in Business English

Preferred Qualifications: - Detail oriented, analytical and a creative problem solver - Experience with CPAS/Shopping Ads/E-commerce marketing - Experience with 3rd party ad measurement verification partners (such as IAS, DV, MOAT) - Experience building strategic programs aimed at driving education and product adoption - Experience diagnosing and solving technical problems with product and engineering teams - Experience with Mobile Measurement Partners and Pixel set up and troubleshooting

About TikTok TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too. Seniority level

Seniority level Mid-Senior level Employment type

Employment type Full-time Job function

Job function Business Development and Sales Industries Technology, Information and Internet Referrals increase your chances of interviewing at TikTok by 2x Sign in to set job alerts for “Client Solutions Manager” roles.

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Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia 1 week ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr

Looking for a role where you can build relationships and with high compensation scheme? We’re hiring Customer Relations Consultants to join our friendly and energetic team ! No prior experience? No problem! We provide full training to help you get started.

What You’ll Be Doing:

• Answer customer inquiries via calls and emails with a friendly approach
• Understand customer needs and provide helpful solutions
• Maintain good relationships with clients and follow up on their concerns
• Gather feedback and share ideas to improve our services
• Get involved in fun company events and promotions

What We’re Looking For:

No prior experience needed – we welcome fresh grads & career switchers
Someone who is friendly, approachable, and a great communicator
Able to speak and write English
A team player

Why Join Us?

A fun, supportive work environment
Competitive salary + bonuses
Flexible working hours
Career growth opportunities
Free snacks & drinks – Because happy teams work best!

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Looking for a

role

where you can build relationships and with high compensation scheme? We’re hiring

Customer Relations Consultants

to join our

friendly and energetic team ! No prior experience? No problem!

We provide full training to help you get started. What You’ll Be Doing: Answer customer inquiries via calls and emails with a friendly approach Understand customer needs and provide

helpful solutions Maintain

good relationships

with clients and follow up on their concerns Gather feedback and share ideas to improve our services Get involved in

fun company events and promotions What We’re Looking For: No prior experience needed – we welcome

fresh grads & career switchers Someone who is

friendly, approachable, and a great communicator Able to

speak and write English A team player Why Join Us? A fun, supportive work environment Competitive salary + bonuses Flexible working hours Career growth opportunities Free snacks & drinks

– Because happy teams work best!

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About the job (A) Manager, Customer Relations

Job Purpose
· The Manager, CRM is responsible for development, execution, and continuous refinement of multi-channel Consumer Relations and the development of programs, roadmaps, and Consumer Relation strategies. The CRM Manager focuses on the loyalty and retention marketing strategies.

· The Manager, CRM has a clear understanding of how to leverage consumer behavioural, lifestyle, transactional, and demographic data in order to deliver relevant marketing programs through multiple communication channels with a vision of growing consumer loyalty and increasing their lifetime value to the business.

· The Manager, CRM demands extensive cross-functional collaboration, good communication skills, excellent project managerial skills, creative skills, and a process-focused aptitude that will enable the CRM Manager to effectively execute multiple responsibilities and deliverables.

Education / Professional Qualification
• Minimum Diploma / Degree in relevant field of studies

Professional Experience
· Minimum 3 years of sales experience from the hospitality / customer focused industry
· Preference will be from the automotive industry
· Performance focused marketing and / or sales background
· Team management experience

COMPETENCIES
1. Technical
· Computer literate
· Well versed in the automotive industry

2. Leadership
· Integrity, initiative and enthusiasm
· Motivated and committed to development
· Interpersonal and communication skills (verbal and written)
· Organisational skills
· Appropriate language skills

IMPACT / ACCOUNTABILITY
Coverage : All branches
· No revenue or profit responsibility

JOB CONTENT
· Develop and implement customer retention processes with a primary focus on car sales conversion across functions.
· Implement Group’s retention activities and set performance as the benchmark for the Malaysia dealer network.
·Ensures that customers receive the quickest service possible.
·Assists representatives in handling disappointed customers.
·Determines a course of action to resolve customer problems.
·Interacts with customers using phone, fax, email, the company website and in person.
·Provides assistance to representatives during extremely busy times.
·Ensures that customer service representatives follow all company policies and procedures when dealing with customers.
·Takes customer complaints to upper management when necessary.
·Generates reports for upper management.
·Helps create, update and maintain call script for representatives.
·Maintains database of customers for follow up.
·Ensures a seamless process flow from the customer’s initial order to the delivery of products and services.
·Reviews customer evaluations in regards to service representatives’ work and looks for areas that need improvement.
·Listens to recordings of representatives interacting with customers and uses the recordings to enhance training or offer necessary correction.
·Trains representatives on new product and service offerings as well as special sales and promotions.
·Analyzes the results of direct mail marketing and email campaigns.
·Helps develop new products, services and promotions based on customer preferences.
·In charge of existing lead management systems.
·Participates in the formulation of the company’s strategic plan
· Integrate CRM-retention activities into the dealership’s current sales processes and work with sales teams and management on future development of CRM-retention strategies.
·Develop and maintain key relationships with sales, finance and marketing teams so as to ensure that sales opportunities are maximized.
·Utilize dealership marketing resources to establish a customer contact schedule which is appropriate, professional and timely.
·Look for innovative ideas to improve processes and practices.
·Liaise with marketing team to develop new communications which adapt to market conditions, new campaigns and enable the achievement of retention targets.
·Facilitate all interactions with customers i.e events, marketing campaigns
·Set goals and appraise performance, practices and processes of CRM activity.
·Report to relevant management and DP about operational issues and performance highlights on a regular and timely basis.
·Extract relevant customer data as provided and analyse data alongside Group’s systems to produce a list of prospects in a given time frame.
·Utilize dealership systems and communicate with finance/sales team and valuer to create a useful background for each prospect.
·Initiate contact with prospects using phone, email or postal mail.
·Conduct all necessary follow up with prospects using appropriate contact methods.
·Log the referral as a formal lead within CRM system ensuring that it is handled according to existing lead guidelines.
·Manage and monitor sales team to ensure that chances of conversion are maximized on a daily basis.
·Accurately record all steps of this process within Group’s CRM system.
·Log, monitor and measure data to provide regular feedback and to report on successes and conversions.
·Continuously review the entire process and make suggestions for more effective and innovative practices.
· To dress correctly according to Group's Corporate Standard at all times during business hours. Adhere to current attitude, behaviour and appearance polices to enhance the brand image.
·Ensure confidentiality of all sensitive materials and prevent unauthorised access to these materials.

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Job Title

Assistant Manager, Customer Relations

Reports To

Manager, Airlines Customer Relations

Role Purpose

The Assistant Manager, Customer Relations at Malaysia Aviation Group is a dynamic role focused on leading, managing, and supervising the Customer Relations team to ensure efficient and effective operations. This role involves overseeing the end-to-end management of high-profile cases, managing customer engagement during flight disruptions and challenging passenger situations, and implementing process improvements. The Assistant Manager also plays a crucial role in inter-departmental collaboration to address root causes and reduce recurring issues.

Key Accountability

• Performance and Productivity Management: Lead team productivity, ensuring all KPIs are met timely. Manage and supervise individual team member deliverables.
• High-Profile Case Management: Oversee the complete management of high-profile cases, including direct engagement with affected customers and coordination with relevant departments.
• Operational Efficiency and Process Improvement: Address and implement necessary process changes for smooth operations. Manage administrative and disciplinary aspects of the team.
• Quality Control and Compliance: Ensure high accuracy in data input and manage response and closure rates. Drive overall response quality, adhering to MAVCOM audit standards.
• Cross-Functional Collaboration: Liaise with various business units to investigate and resolve complaints, sharing feedback for internal improvements.
• Customer Feedback Analysis: Analyze customer complaints and share statistics for internal improvement and strategy development.
• Complaints Resolution Consultancy: Provide expert consultancy on complaints resolution, especially for region-specific cases (e.g., North Asia, South Asia, Europe, ASEAN).
• Compensation and Claims Management: Authorize compensation in line with Customer Relations Compensation Recovery Matrix and CAAP. Manage and respond to senior management, insurance, legal, and MAVCOM related cases.
• Investigation Leadership: Lead investigations involving government agencies, legal and tribunal cases, collaborating with legal and insurance teams.
• Team Performance Monitoring: Monitor team performance against SLAs and manage high-profile or potential legal cases.
• Stakeholder Engagement: Proactively engage with advocates, top complainants, and high-profile customers. Manage relationships on fraud matters and business integrity.
• Operational Management: Handle productivity, operational, leave, and administration management.
• Innovation and Digital Projects: Lead digital and innovation projects within the unit, ensuring participation and effective implementation.
• To provide support and manage complaints including recovery after business hours when required.
  
  

Qualifications & Working Experience

• Bachelor of Education, Aviation, Arts, Mass Communications, TESL, Business/Management , Legal with 2-3 years of working experience preferably with airlines complaints management, public relations, Airlines Reservation & Ticketing.
• Diploma Field of Study: Bachelor of Education, Aviation, Arts, Mass Communications, TESL, Business/Management, Legal with 3-4 years of working experience preferably with airlines complaints management, public relations, Airlines Reservation & Ticketing.

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