Deskripsi Pekerjaan:

Customer Relations and Partnership Lead will play a critical role in managing relationships with partners and customers, building an organic community, and enhancing customer loyalty. As the leader of the Customer and Partnership Division, this position involves overseeing external collaborations, handling customer inquiries and complaints, and evaluating loyalty programs. The ideal candidate will ensure service-level agreements (SLA) are adhered to, maintain customer master data, and contribute to improving customer satisfaction.

Key Responsibilities:

1. Partnership Management: Manage relationships with external collaboration partners, ensuring alignment on shared objectives and fostering long-term partnerships.
2. Organic Community Building: Develop and manage an organic community by engaging with customers and partners, creating a space for interaction, and nurturing ongoing participation.
3. Customer Support and Feedback Management: Handle customer inquiries, complaints, and reviews efficiently. Provide timely responses and solutions while improving the customer experience.
4. Customer Loyalty Program Evaluation: Evaluate the effectiveness of customer loyalty programs. Gather feedback, analyze outcomes, and recommend adjustments to improve engagement and retention.
5. Media Relationship Management: Oversee relationships with media outlets to ensure effective media coverage, enhancing the company’s brand visibility and reputation.
6. Event Initiation and Management: Initiate and manage external event collaborations, from planning to execution, ensuring they align with company objectives and deliver value to partners and customers.
7. SLA Development for Customer Service: Define and implement Service Level Agreements (SLA) to ensure a consistent, high-quality customer service experience.
8. Customer Master Data Maintenance: Maintain and update the master database for customer information to ensure accuracy and relevance, supporting targeted communication and marketing efforts.
9. Customer Loyalty Program Development: Design and implement customer loyalty programs that drive engagement, retention, and customer satisfaction, ensuring they align with broader business goals.
10. Customer Satisfaction Analysis and Reporting: Measure customer satisfaction through surveys, feedback, and other tools. Analyze data and present reports to key stakeholders with actionable insights for improvement.

Kualifikasi:

1. Having a bachelor degree in Business Administration, Marketing, Communications, Public Relations, or a related field
2. 2-3 years of experience in customer relations, partnership management, or a similar role (Preferably has a background in the beauty industry and is familiar with the Makeup Artist (MUA) community).
3. Proven experience managing customer service inquiries and complaints efficiently.
4. Strong project management skills, with experience planning and managing events or initiatives with external partners.
5. Knowledge of customer satisfaction metrics and experience in reporting insights.
6. Ability to manage and maintain large customer databases with attention to detail and accuracy.
7. Excellent communication and relationship-building skills, with experience managing both media and external partnerships.
8. Proven ability to evaluate and improve customer loyalty programs based on feedback and performance metrics.