Experience

Askpert.id
• Indonesia
• IT Services and IT Consulting
• 1 - 100 Employee
• Professional Advisor

  • Oct 2021 - Present


PT. Topindo Lucky Sport

• Indonesia
• Retail
• 1 - 100 Employee

• E-Commerce & CRM Manager

  • Oct 2021 - Present

  Reporting Line : GM Operation o Manage E-Commerce P&L. o Providing annual sales plan and strategy to accelerate growth and achieve E- commerce sales target. o Execute E-commerce day-to-day activity through multiple marketplace partners by following online sales annual plan. o Liaise with E-Commerce business partner (Marketplace platform) to build relationship by optimizing content, pricing, product portfolio that in-line with online business strategy. o Liaise with E-Commerce marketplace platform to get advice on strategies to drive and achieve business objectives. o Execute E-Commerce campaign and promotion within the platform to meet sales campaign target as per stated on the ROI plan. o Responsible to drive in-house joint online campaigns & promotions. o Responsible in optimizing search engine, content product display, copywriting, product assortment and digital online banner in marketplace and webstore storefront. o Manage E-Commerce KPIs through the total traffic, impression, customer basket size, service response & delivery time and conversion rate. o Liaise with Merchandising team and Offline Branch Store team in order to optimizing online inventory management. o Periodic channel performance reviews & relationship management. o Evaluating man power capacity by providing effective procedure (SOP). o Deliver online sales reporting on monthly basis. o Perform documentation of analysis and leverage insights to optimize online channels. o Analyzing and monitoring performance against ROI objectives and providing recommendation to optimize business strategy. o Responsible to providing customer engagement program through online and offline channel. o Responsible to providing the best shopping journey through our web store. o Responsible to providing customer lifetime journey by doing live advocacy and loyalty program.



PT. American Standard Indonesia (LIXIL Group)

• E-Commerce Manager

  • Aug 2018 - Nov 2022

  Reporting line: Retail Sales DirectorOn this role, I have to manage several task as follows:- Manage E-Commerce P&L.- Providing annual sales plan and strategy to accelerate growth and achieve E-commerce sales target.- Execute E-commerce day-to-day activity through multiple partners & channels (B2C and B2B) by following online sales annual plan. - Liaise with E-Commerce business partner (Marketplace paltform and B2B partner) to build relationship by optimizing content, pricing, product portfolio that in-line with online business strategy.- Liaise with E-Commerce marketplace platform to get advise on strategies to drive and achieve business objectives.- Execute E-Commerce campaign and promotion within the channel (B2C and B2B) to meet sales campaign target as per stated on the ROI plan.- Drive joint online campaigns & promotions.- Responsible in optimizing search engine, content product display, copywriting, product assortment and digital online banner in marketplace storefront.- Regularly providing market survey in accordance to looking for opportunities to keep stay agressiveness in the online business competition that suitable with building material nature of business.- Manage E-Commerce KPIs through the total traffic, impression, customer basket size, service response & delivery time and conversion rate.- Liaise with supply chain team in order to optimizing online inventory management.- Manage E-Commerce warehouse and logistic process in order to meet delivery SLA as per targeted as well as consumer expectation.- Periodic channel performance reviews & relationship management.- Deliver online sales reporting on monthly basis.- Perform documentation of analysis and leverage insights to optimize online channels.- Analyzing and monitoring performance aganinst ROI objectives and providing recommendation to optimize business strategy.- Responsible for E-Commerce Sales forecast.- Responsible for E-Commerce inventory and logistic management.

• E-Commerce, Customer Service and After Sales Service Manager

  • Jan 2014 - Jul 2018

  Reporting line: Marketing Director- Manage E-Commerce, Call Center and After Sales Service team to be a solid team and complement each other to get the ambition to give the best service to our customer.- Maintain good relationship with Distributor, Dealer and End Customer by providing service excellent manner.- Responsible to build brand awareness within E-Commerce platform.- Meeting customers expectations by recommending changes to product or services within online and offline environment.- Responsible to gather customer interest and experience that related with sanitary product in online marketing environment.- Manage Net Promoter Score (NPS) as per targeted by implement customer satisfaction survey and provide documentation of analyze to the management in order to get the insight from our business.- Reviewing and Improving business process periodically by looking into business trend in the market. - Set up procedure and improving as well by considering market aggressiveness in order to give the best service to our customer.- Provide market survey on annually basis, in relation to keep pace with the competition.- Reviewing on monthly basis and improving service level agreement (SLA) on annually basis and publish it as a customer service commitment in form of marketing campaign. - Establish and develop Integrated Customer Service System which can be used for all departments which has role related in providing the best service to our customer.- Establish Customer Service Measurement which could be an objective tool to quantify customer satisfaction.- Perform documentation of analysis in order to give valid recommendation to the company to have a product and service as good as what customer expected.



Mead Johnson Indonesia

• Customer Relation Marketing Specialist

  • Mar 2012 - Dec 2013

  Reporting Line : Head of CRM - Maintaining as well as analyzing acquisition and retention program that hold online as well as offline, in accordance to maintain success rate of those program and perform documentation of results in the form of monthly report and presentation. - Proposing as well as maintaining loyalty member club activity through online and offline to increase number of member club. - Analyzing Health Care Profesional (HCPs) activity and perform documentation of analysis result in the form of monthly report presentation. - Maintaining customer by providing service excellent inclusively by taking care complaints submitted by consumers. - Executing redemption event as a part of loyalty program in order to maintain loyal consumer. - Provide and review standard operating procedures that used by customer care team and our business partner in accordance to ensure all CRM program were running properly. - Manage CRM database so it can be useful for Brand team in accordance to providing marketing campaign, especially which related with loyalty program.



PT. MNC Sky Vision

• Indonesia
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Quality Assurance Analyst

  • Sep 2010 - Mar 2012

  Reporting Line : Section Head of QA and Head of Customer Care- Monitoring, reviewing, and analyzing customer needs and wants and providing service to customers of the Department Inbound and Correspondence Center.- Determine with the Head of QA about QA procedures in accordance with the applicable business process for QA Officers.- Analyzing and reviewing periodical reports the results of the implementation of daily tasks (including recording, e-mail, fax, along with other media service) to ensure provision of service to customers is run in accordance with the procedures established by the company.- Perform documentation of analysis results in the form of periodical reporting and presentation.- Perform archiving of all documents related to its parts.- Help provide solutions to problems within the Inbound and Correspondence Department.- Reporting its work in periodical to the Head of QA.- Conduct a review as well as renewing the business process following the issue that currently applies.

• Customer Care Team Leader Inbound

  • Jul 2008 - Sep 2010

  - As a company link to understand all customer needs by reviewing all feedback received and escalating it to the superior as well as make a coordination with related department. - Monitor and maintain performance team through customer care KPI parameters. - Improve team knowledge by conducting product knowledge training regularly. - Provide an assessment to all team in order to ensure quality of service by looking into their service provided. - Become a company extension regarding policy that should be run by the team. - Reporting its work in periodical to Customer Care Inbound Section Head.

• Inbound Customer Care Staff

  • Apr 2007 - Jul 2008

  - Handle inquiry, request and complaint calls in order to maintain existing customer and new potential customer as well. - Provide service excellent in order to build good relationship with customers by delivering customer needs. - Escalate all request and complaint feedback to related Department in order to give the best solution as what customer expected.