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Manager, Member Relations - MY & SG

Herbalife | Kuala Lumpur | MY

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Strategically support our members included improved ways to provide customer service excellence and satisfaction, supporting and driving business growth and…...

Hamster Kombat
Overview: POSITION SUMMARY Strategically support our members included improved ways to provide customer service excellence and satisfaction, supporting and driving business growth and development as well as building and maintaining the relationship with the Global Business Service Center through communication, cooperation, goal setting, updates, resolving escalations, and challenging situations as a substantial part of the role.
Oversee and manage a team MR and Sales Communication. Also to interacts with all levels throughout organization in Malaysia, customers, and vendors, WW Business Support, Finance Teams, Royalties, Refunds and Repurchase, IS, MPC, Legal, Marketing, Logistics, GBS Member Services Contact Center and GBS Member Operations team.
DETAILED RESPONSIBILITIES Lead in the development and monitoring of MR Strategies & Sales Communication towards achieving company set objectives. Member Relations
  • To lead in the development, implementation, monitoring and reporting of Member Services Strategies toward achieving company set objectives. This involves the development of a Member Services plan, within approved budget, to improve operational process, controls, quality, compliance and relevant initiatives to ensure smooth operational continuity toward delivering highest member satisfaction experience.
MR Communications & liaisons
  • The key point of contact of members/distributors to answer queries and resolve first level issue.
  • To attend / participate in meetings (Management / SCOP / GTS)
  • Work Closely with GBS to ensure information is cascaded (promotions, FAQ & etc.)
  • To lead in Member Services related activities in Supervisor annual Requalification process.
  • Key liaison with regional team in understanding global or regional directions. To localize initiatives, eg translation, where applicable to ensure optimal outcome.
  • Key liaison with GBS team to ensure the team in GBS got the updated info/ flow i.e changing 3PL warehouse/ courier company, promotions, qualifications etc

Training & Orientation
  • To provide system or sales & marketing plan trainings to new joiner & distributors

System Management & Ordering
  • To ensure systems are all connect & function properly.
  • To Set up, Conduct UAT & BRD review for new request / project. ( Promotion Tracker, ETS, Cash Voucher Set Up & Others)
  • To manage AEM ( Update & Upload Documents into AEM MyHerbalife,com )
  • To manage ordering system & ensure all orders are completed into Oracle.

Communications & Announcements
  • Contents are consolidated from Local & Regional Sales, Marketing, BD and Other depts
  • Announcements in 3 languages
  • Local & Regional Back to Back Major Events i.e. Spectaculars, MDW, WTS, HONORS, Extravaganza, FPTR & Country Vacations
  • Monthly Promotion Packs, Ongoing Non-Supervisors & Supervisors / Small VP promotions & Others.
  • To support general newsfeed from Local & Regional Sales, Marketing, BD and Other depts
  • Communication Methods Includes MyHerbalife, Exact Targets, Telegrams, and Emails to targeted Distributors
  • Key Person to Set schedules for: Meetings & Calls (S&P Meetings, PT Meetings, TAB meetings, Sales team meetings, etc.)
  • To create & translate all announcements into 3 languages (Supervisor Requalification letter, Renewal Letter, WW HMP List, Inheritance Documents, international business information and other business-related forms & documents)
  • To prepare & generate reports & metrics ( Member’s Generation, Gender, Age & etc.)
  • Liaison - Main contact and liaison to Founders Circle and Chairman’s Club (FCCC), Country S&P Committees. The frequency of communication is HIGH and includes booking flight tickets, ground transfer arrangements, accommodations & claims.

Sales & Promotion
  • Preparation, Tracking & Reporting:
  • Budgeting & vendor management: Key person to work with regional GSS / Local Vendors on promotion items (sourcing & negotiation)
  • Preparation, service agreements ( with Legal ), PO, PR, and Payments ( Vendors / FP&A / Finance )
  • Promotion items inventory tracker & delivery (Warehouse & Supply chain / Delivery services)
  • Supporting in gift management & reimbursement for Local & Regional. (High frequency. Supporting 6 regions )
  • Manages Sales & Event Emails: feedbacks/complaints from DS / appeal cases and others.
  • Support in the audit process

Other Responsibilities include:
  • Involves in IT-related systems that support members’ experience. (Promotion Tracker, UAT Testing, Communication via websites & Others)
  • To support in stock counts or cycle counts where required
  • To participate, support and lead where relevant to ensure the optimal success of key local events and where required support regional events.
  • To lead, motivate, coach and develop the team members to bring out their best potential and grow with the organization
  • To continuously be abreast, explore advancements (eg I-Kiosk) and provide recommendations to the management in adopting improved skills, technology or training to improve team effectiveness. Recommendations should include objectives, investment requirement and measurement metrics.
  • To support the Director of Sales on assigned tasks from time to time
  • Other tasks as assign from time to time
Qualifications:
  • At least 5 years in managerial experience, preferably in direct selling or MLM or Customer Service and / or Sales, Marketing environment (eg. Hospitality, courier services, banking, airline)
  • Preferably University Graduate or equivalent
  • Flexible, well-organized with excellent time-management skills, strong leadership
  • Ability to keep high morale within the department, develop and motivate staff and be an excellent role model for others.
  • Good tri-lingual communication skills English, Chinese and Malay
  • Must be able to prioritize, handle extensive hands-on work in additional to management duties, and be flexible with responsibilities.
  • Excellent interpersonal skills, able to work effectively across all levels of the organization.
  • Must present herself/himself professionally. Must be able to reflect the Herbalife image, our product line and our business: maintain in good health, vitality, and high energy level.
  • Ability to work under pressure, meet tight deadlines, while able to adapt as the external environment and organization evolves.
  • Excellent problem solving skills. Able to maintain a positive attitude, handle problems in a positive manner and establish rapport with distributors while maintaining professionalism.
  • Flexibility with long working hours is important-ability to work in occasional weekends and holidays.
  • Must be able to travel internationally as deemed required.
  • Computer literacy (Word/Excel/Powerpoint)
  • Able to operate well and manage effectively in a matrix organization

Information :

  • Company : Herbalife
  • Position : Manager, Member Relations - MY & SG
  • Location : Kuala Lumpur
  • Country : MY

How to Submit an Application:

After reading and knowing the criteria and minimum requirements for qualifications that have been explained from the Manager, Member Relations - MY & SG job info - Herbalife Kuala Lumpur above, thus jobseekers who feel they have not met the requirements including education, age, etc. and really feel interested in the latest job vacancies Manager, Member Relations - MY & SG job info - Herbalife Kuala Lumpur in 18-05-2024 above, should as soon as possible complete and compile a job application file such as a job application letter, CV or curriculum vitae, FC diploma and transcripts and other supplements as described above, in order to register and take part in the admission selection for new employees in the company referred to, sent via the Next Page link below.

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Post Date : 18-05-2024

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