Manager, Member Relations

5 days ago

Kuala Lumpur, Malaysia Herbalife Full time

Overview:
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
- 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 )
- 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 a

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