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About this position

FOOM Lab Global is an Indonesian-based consumer product scale-up focused on helping adult smokers transition from combustible smoking to safer nicotine consumption methods, offering high-quality e-cigarette products with unique flavors.

Responsibilities

• Manage the development and implementation of CRM strategies and customer growth programs.
• Handle all customers inquiries to ensure customer satisfaction.
• Monitor data quality and ensure proper transaction.
• Control and follow up all communication channels.
• Planning and implementing customer relationship management strategies that will encourage customers and retain their loyalty.
• Maintain and follow up customer relationships to strengthen company operations.
• Follow-up and implementation of high-quality CRM services Follow-up sales and daily CRM procedures.
• Analyze customer complaints with a focus on complaint reduction.
• Provide reports on customer feedback/complaints reports to Sales Team Leader or Management.
• Ensure constant engagement & a strong relationship with customers.
• Ensure that all complaints are received and handled efficiently in a way that exceeds our customers’ expectations.

Requirements

• Bachelor’s or Master degree with 4-5 years of experience in CRM Function.
• Ability to clearly communicate to senior management, line management, and customers.
• Must be able to work independently with limited supervision and strong initiative to bring ideas and excellently executed.
• Customer and details Oriented.
• Problem solver.
• Having Working experience in the international marketplace for the tobacco, E-cigarette, or FMCG industry would be beneficial.
• Foom User is a Plus.

Benefits