Supervisor, Member Relations – Malaysia

This position is responsible for supporting the Member Relations function in Malaysia DC, acting as the key contact point for all system-related issues and participating in local events or initiatives supporting business growth in the Malaysia market. This position also actively engages in building and maintaining relationships with Global Business Service centers through communication, cooperation, updates, and supporting GBS in various initiatives.

HOW YOU WOULD CONTRIBUTE:

Member Relations:

• Point of escalation related to members’ inquiries/complaints.
• Support MR Manager in liaising with GBS Contact Center & Member Operation to ensure the GBS team is updated with local information – i.e., events, promotions, SCOP arrangements, etc.
• Support MR Manager in consolidating monthly reports.
• Closely monitor GBS Contact Center and Member Operation performance.
• Coordinate outbound campaign requirements with the GBS Contact Center.
• Liaise with the contact center vendor on IVR management.
• Keep track of document changes/updates from regional Sales and Member Services.
• Oversee awards distribution & PIN inventory, ensuring awards are handled on a timely basis.
• Coordinate and disseminate trainings/updates/materials from regional to country.
• Ensure accurate and up-to-date information in MyHerbalife across various aspects such as SHOP Catalog, Documents, OLC, OLR, Bizworks, Events & Promotions, etc., ensuring members receive the precise information they require.
• Support system or sales & marketing plan trainings to new joiners and members.
• Support in the ordering process as required.
• Prepare and generate reports – gender, races, age & generation.
• Other MR-related tasks as required.

System Management:

• Key contact point on all system-related issues (escalation from internal and external).
• Involved in IT-related systems that support members’ experience (HMS, myHerbalife, AEM, DAM, HCM, etc.).
• Manage the Promotion Rules Management system (Cash Voucher, Free Gift setup).
• Lead regional & local initiatives’ UAT and BRD review.
• Continuously explore advancements and propose recommendations to the MR Manager on adopting improved skills, technology, or training to enhance team effectiveness.

Event Support:

• Support local and regional back-to-back events, which includes taking lead in pre-event setup and onsite registration, merchandise, and various other aspects.
• Coordinate the manpower arrangement from GBS Support.
• Continuously seek opportunities to optimize and enhance member experience in event registration & merchandise ordering.

Qualifications:

SKILLS AND BACKGROUND REQUIRED TO BE SUCCESSFUL:

• At least 5 years of experience in Customer Service and/or Sales, Marketing environment (e.g., hospitality, courier services, banking, airline).
• Excellent interpersonal skills, fast learner, and a strong team player.
• Good tri-lingual communication skills in English, Chinese, and Malay.
• Must be able to prioritize, handle extensive hands-on work, and be flexible with responsibilities.
• Must present herself/himself professionally and reflect the Herbalife image, product line, and business: maintain good health, vitality, and high energy level.
• Ability to work under pressure, meet tight deadlines, and adapt as the external environment and organization evolve.
• Excellent problem-solving skills. Able to maintain a positive attitude, handle problems positively, and establish rapport with distributors while maintaining professionalism.
• Flexibility with long working hours is important – ability to work on occasional weekends and holidays.
• Must be able to travel internationally as deemed required.
• Proficiency in Microsoft Office software (Words/Excel/PowerPoint).