Description of Roles and Responsibilities

IDENTITY
Position Title

: Customer Relation
Manager

Department
Location
Reporting to

: Customer Relation
:
: Marketing & Sales
Director

Prepared by

Date: 28 March 2011

Approved by

Position holder:
(___________)

PURPOSE
(Summarize in one statement why this position exists, within what limits and with what objectives)

Develop, manage and implement the operations of customer relation strategy

within Customer Relation department, in compliance with all applicable government regulations, FCPA,
Company policies and core values
with the objective to ensure smooth running of contact centre activities
DIMENSION / SIZE
Financial :

Non Financial

Refer to departmental requirements

No. of subordinates:
Direct:
Indirect:
Kind of subordinates:

NETWORK OF INTERACTION
Internal

External

Vendors
Event
Organizers,
Agencies,
End
Customers
Call
Center Agent

Medical

HR

Sales

External
Marketing
BT

Customer Relation Manager

Vendors
Event
Organizers,
Agencies,
End
Customers
Call
Center Agent

Legal

Finance
Training

MINIMUM REQUIREMENTS
EDUCATION :
University degree in Nutrition or related field and/or equivalent experience. Post graduates or related advanced degree
is an advantage.
EXPERIENCE :
2 - 3 years experience as Customer Relation Manager, preferably in FMCG company
SPECIFIC KNOWLEDGE & SKILLS :
Corporate policy and related local regulations; Proficiency in English (Written and Spoken, Computer Knowledge,
interpersonal and Presentation skills; Leadership skill, familiar with CRM System, communication skills,
BUSINESS UNDERSTANDING:

Understand FMCG and pharmaceutical industry as well as business standards and processes,
understands global trend in health consciousness and product knowledge

AREAS OF RESPONSIBILITIES

MEASUREMENT CRITERIA
(Qualitative and Quantitative)

Headings
Definition in order to what results

Consists of measures for the strategic

objective and the skills and knowledge
objective

PLANNING & STRATEGY

Plan vs. realization

Market share
Customer Satisfaction Index

Plan, manage and coordinate the operating plan and strategy of CRM
programs
in order to
ensure customer satisfaction

BUDGET CONTROL

* Actual vs. budget

Plan, monitor and control budget allocation

in order to
manage targeted expenses and profit

BUSINESS ACUMEN

Plan vs. realization

Productivity
Competency

Provide and evaluate opportunities and recommend strategic loyalty

programs
in order to
leverage business opportunities

PEOPLE DEVELOPMENT

Manage talent retention and acquisition

in order to
increase the competency and capabilities

Customer Relation Manager

2

INTERNAL RELATIONSHIP

Successful programs
implementation

Plan vs. realization

Number of inbound and
outbound calls
Successful pick-up (in-bound)
Number of strike call

Maintain relationships and provide guidance regarding strategy

implementation across functions
in order to
promote solid team work and successful marketing program

CALL CENTER OPERATION

Lead, manage and monitor inbound and outbound call operation

in order to
ensure business continuity

CORPORATE RESPONSIBILITIES

* *

Provide direction & guidance on corporate priorities (at department level);

enforce good governance activity; responsible for scientific education
in order to
prevent incompliance of rules and regulations.

Customer Relation Manager

3

Compliance