About Us
iStore iSend is an end-to-end fulfilment solution provider that offers a seamless omnichannel experience. Our mission is to transcend the limits of commerce, bringing smiles to both clients and their customers in Southeast Asia.
At iStore iSend, we're not just a company; we're a community of passionate individuals dedicated to revolutionizing the warehouse and e-commerce fulfilment industry. We take pride in our commitment to delivering cutting-edge solutions that redefine the boundaries of what's possible. From our humble beginnings to becoming a player in the market, our journey has been fueled by a relentless pursuit of excellence and a passion for innovation.
Job Brief
We're seeking a Strategic Partnerships Manager who lives and breathes client experience. In this role, you'll lead our strategic partnerships team, build lasting partnerships, and design initiatives that keep clients engaged, satisfied, and loyal. If you're a people-first leader with a passion for creating seamless, client-centric solutions, this is your chance to make an impact and grow with us.
Key Responsibilities
- Develop and implement a comprehensive client relation experience strategy aligned with the company's goals and objectives.
- Identify and analyze market trends and client needs to ensure the company remains competitive in delivering exceptional client experiences.
- Lead, mentor, and manage the client relations team to achieve high performance and foster a client-centric culture.
- Set clear performance expectations, provide regular feedback, and conduct performance reviews.
- Oversee the development and execution of client engagement programs and initiatives.
- Implement feedback mechanisms to continuously improve client satisfaction and address any issues promptly.
- Collaborate with other departments to ensure a seamless client experience across all touchpoints.
- Build and maintain strong relationships with key clients, acting as the main point of contact for escalated issues.
- Develop and execute strategies for client retention and growth.
- Establish and monitor key performance indicators (KPIs) for client satisfaction and experience.
- Prepare and present regular reports on client relation activities, outcomes, and areas for improvement to senior management.
- Stay updated on industry best practices and innovations in client relations.
- Continuously seek opportunities to enhance the client experience through new technologies and process improvements.
Requirements
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Proven experience in client relationship management or a similar role.
- Strong interpersonal and communication skills.
- Excellent problem-solving and conflict-resolution abilities.
- Ability to manage multiple projects and meet deadlines.
- Proficiency in CRM software and Microsoft Office Suite.
- Ability to work independently and as part of a team.
- High level of professionalism and attention to detail.
- Proficiency in Mandarin, as the role involves dealing with Chinese-speaking clients.
