CLAY ANAK GUMEK

• Developing, implementing, executing and monitoring initiatives and activities for Customer Complaint, Company Corporate Social Responsibility and Administration units. These initiatives and activities include monitoring complaints (printing, website, social media, broadcasting, etc.), organizing programs for Corporate Social Responsibility (CSR) and Donation/Sponsorships for the company. Responsible for overall team performance in order to achieve set KPI.
• Project & Asset owner of East Coast Rail Link Sdn Bhd (ECRL) Level 3, Menara 1 Dutamas Solaris Dutamas No.1, Jalan Dutamas 1 50480 Kuala Lumpur

CUSTOMER RELATION/ COMPLAINT MANAGEMENT, CORPORATE SOCIAL RESPONSIBILITY & ADMINISTRATION

• I) CUSTOMER RELATION / COMPLAINT MANAGEMENT
• Responsibility:
• Oversee and manage the Customer Complaint Management/Feedback team
• Formulate and develop appropriate complaint management policies and procedures to ensure effective and efficient management of customer complaints, as well as prompt resolution of issues and concern.
• Monitor and analyze public complaints to identify trends and areas of improvement
• Set reasonable customer satisfaction goals and work with the team for better customer service experiences
• KPI setting for CSR & Customer Relations/Complaint Management team
• Create and implement programs to improve customer experience and expectations
• Ensure all online feedback on complaints/enquiries responded timely
• Submission of Quarterly Progress Complaint Report to Ministry of Transport
• Ensure Monthly Complaint Report submission uploaded online timely
• II) CORPORATE SOCIAL RESPONSIBILITY
• Responsibility:
• Developing and executing Company’s CSR programs as yearly planned
• To evaluate and to prepare a proposal paper for all company’s CSR activities, Sponsorship & Donation and make recommendations to Top Management Committee & CEO based on due diligence done to ensure the legitimacy of the CSR activities, sponsorships/donations offered aligned with the Company objectives.
• Acting as the focal point for the Company's CSR initiatives in the geography and building relationships with community partners and key stakeholders
• Staying abreast of relevant research, trends in the areas of focus and promoting best practices
• Promoting employee volunteering initiatives in coordination with internal /external stakeholders
• Working with Marketing and PR teams to drive internal/external engagement and promote storytelling of the project
• Driving budget & monitoring spend to deliver results in line with planned objectives

• Product Pricing Paper for Board of Director’s approval
• Product pricing proposal submission to BOD and Top Management
• Market study proposal for new product offerings in the market
• Proposed Product packaging/offerings
• Developer’s License and Advertising Permit (DL/AP)
• Compile and submit all relevant documents to the Ministry of Housing (MOH) for the application of new Developer Licenses/Advertising Permit
• Monitor expiry date for each license submitted and to submit the license renewal before the expiry date
• Compile & submit the company construction progress report (7F) on quarterly basis to Ministry of Housing (MOH)
• Ensure Housing Development Act (HDA) compliance
• Developing and establishing good rapport with government agencies/authorities
• Market Research & Market Intelligence
• Analyze market trends and market outlook to see the future product profitability
• Advising on most suitable product components for any new development based on marketability and demand driven factors which are in line with current market trend for future products to be launched
• Monthly/Quarterly Market Research report submission to the Board of Directors
• Product Development
• Establish new product and service components that could be introduced into product features
• Liaise with product packaging suppliers and negotiate better contract terms and conditions for services as needed
• Come up with new innovative products from existing ideas and help develop new ideas based on industry experience and contact with customers and prospects
• Continuously carry out product planning and execution throughout the product lifestyle, including gathering and prioritizing product and customer requirements.
• Industrial lots/factory Sales
• Responsible for bringing in prospect, sales and investors for Industrial Lots at Hicom Pegoh Industrial Park, the premier quality integrated industrial development within Malacca industrial, education and recreational growth center.
• Responsible to bring in prospect, sales and investors for vacant Industrial Lots at Proton City, Tanjung Malim.
• (A member of DRB-HICOM) Wisma DRB Hicom, Shah Alam
• Spearheaded initiatives to enhance customer engagement through targeted marketing campaigns and outreach efforts.
• Oversaw compliance with regulatory requirements, ensuring adherence to industry standards and best practices.

• Product Pricing Paper for Board of Director’s approval
• Preparation of Product Pricing BOD paper and propose to the management on the product packaging offerings based on market study done for new product to be launched and to ensure the competitiveness of the product with acceptable profit margin.
• Developer’s License and Advertising Permit (DL/AP)
• Compile and submit all relevant documents to the Ministry of Housing (MOH) for the application of new DL/AP.
• Monitor expiry date for each license submitted and to submit the license renewal before the expiry date.
• Compile & submit the company construction progress report (7F) on quarterly basis to Ministry of Housing (MOH)
• Ensure Housing Development Act compliance
• Developing and establishing good rapport with government agencies/authorities
• Market Research & Market Intelligence
• Analyze market trends and market outlook to see the future product profitability
• Advising on most suitable product components for any new development based on marketability and demand driven factors which are in line with current market trend for future products to be launched
• Monthly/Quarterly Market Research report submission to the Board of Directors
• Advertising & Promotion
• Liaise with advertising agencies on the concept and visual that will relate and depict the message of the products to be launched to the target audience.
• Preparation of all promotional materials i.e. brochures, posters, banners, buntings, billboards, press ads, etc.
• Coordinate and execute all promotional activities such as exhibitions/roadshows/events and all relevant activities
• Ensure the availability of all promotional materials all the time
• Sales launch preparation
• Liaise with model makers to ensure the accuracy of scale model construction
• Liaise with illustrators on the perspective drawing of the product to be launched
• Liaise with Project Management Department regarding all relevant plans (pre-comp plans, contour plans, Sales and Purchase Agreement (SPA) plans etc.
• Ensure all display materials are in presentable manners
• Preparation of sales kit and all other marketing tools for the sales staff
• Product pricing proposal
• Sales & Purchase agreement /Legal matters PA construction /Legal matters
• Authority/Stakeholders Liaison for the company
• Liaise with stakeholders/authorities in terms of licensing approval etc. MBSA/MDKS/JKR/DBKL
• Kelana Jaya, Petaling Jaya, Selangor
• RESPONSIBILITIES

• SALES OFFICER & ADMINISTRATIONS
• Conduct sales activities to increase sales volume for the company
• To do research/survey where the road shows/exhibitions should be organized
• To organize outdoor activities, i.e. Sales presentation to government and private offices by appointment.
• MARKETING/ADMINISTRATION
• Sales Master Controller
• Master Control File & IFCA / daily update
• Liaise with Sales Administration Dept on relevant sales administration matters
• Liaise with Solicitor on sales documentation
• Liaise with Bankers in loan application
• Liaise with purchasers on sales administration and documentation matters.
• Liaise with agencies i.e. product advertising and promotion.
• Attend to walk-in and telephone queries with regards to the development, product range, stage of construction, procedure pertaining to purchase, cancellation, extension of period for payment and other queries to the project.
• Involving the department on pre-launches and post-launches
• RESEARCH & DEVELOPMENT (R & D)
• Responsible for R & D in Marketing & Sales Department:
• Competitor Analysis
• Monitor and update on competitors’ analysis
• To coordinate in gathering all relevant information on competitors
• Draw out competitor analysis
• Shah Alam, Selangor
• RESPONSIBILITIES

• Handling customer enquiries, ordering and documentation matters.
• Ensure daily sales report in order and ensure the submission to head of department is on time.
• Ensure sales targets are reached every month.
• Shah Alam, Selangor
• Duties:

• Responsible for handling public complaints and queries related to product served.
• Jln Padungan, Kuching
• Duties:
• Resolved complex inquiries, enhancing customer satisfaction and loyalty.
• Delivered exceptional customer support through effective communication and problem-solving skills.