Manager, Member Relations – MY/SG

THE ROLE:

The position strategically supports our Key Account Management and Sales & Event teams who support our distributors to develop and grow their business, or to maintain as a satisfied product consuming member. The incumbent ensures consistent and timely delivery of service convenience and satisfaction, is the key liaison with Global Business Services (GBS) Member Services team based in Bangsar South to timely and satisfactorily attend to member inquiries or issues, and manages a team based in Malaysia and Singapore.  

HOW YOU WOULD CONTRIBUTE: 

1. Develop and implement Member Services strategies, while monitoring their effectiveness towards achieving company set objectives. This involves development of Member Services plan, within approved budget, to improve operational process, controls, quality, compliance and relevant initiatives to ensure smooth operational continuity towards delivering highest member satisfaction experience.
2. Oversee Singapore DC Member Relations team and ensure outstanding customer service is delivered to members at Singapore DC.
3. Support General Manager on assigned tasks from time to time.
4. Act as point of escalation for members’ queries, concerns and issues. Be familiar with the company’s Marketing Plan.
5. Highlight to the General Manager where required, on ideas and recommendations to continuously improve service levels. Also to ensure an effective complaint handling process is in place.
6. Support stock counts or cycle counts where required, in partnership with Warehouse team.
7. Support the success of key company events and initiatives, e.g. Nutrition Clubs/Member Activation Program/etc, to develop strong business foundation.
8. Continuously be abreast, explore advancements 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.
9. Key liaison with regional team in understanding global or regional directions. To localize initiatives, eg translation, where applicable to ensure optimal outcome. 
10. 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.

SKILLS AND BACKGROUND REQUIRED:

• Min. 10 years’ experience with 3 years’ managerial experience, preferably in direct selling or MLM or Customer Service and/or Sales, Marketing environment (eg. Hospitality, courier services, banking, airline)
• Must be able to prioritize, handle hands-on work in addition to management duties, and be flexible with responsibilities.
• Well-organized with excellent time-management skill.
• Excellent interpersonal skills and able to work effectively across all levels of the organization.
• Able to operate well and manage effectively in a matrix organization
• Excellent problem-solving skills. Able to maintain a positive attitude, handle problems in a positive manner and establish rapport with distributors while maintaining professionalism.
• Strong leadership, able to keep high morale within the department, develop and motivate staff and be an excellent role model for others.
• 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.
• Able to work under pressure, meet tight deadlines, while able to adapt as the external environment and organization evolves.
• Flexibility with longer working hours and occasional weekends/holidays where needed.
• Must be able to travel internationally as deemed required.
• Computer literacy (Word/Excel/Powerpoint)
• Good tri-lingual communication skills - English, Chinese and Malay

EDUCATION

• University Graduate or equivalent