Consulted on the standard setting by Line 2, including providing division/department-specific inputs for frameworks, policies, procedures and risk appetite; Line 1.5 should not be expected to take a cross-divisional view, its mandate should only be within its own division/department
Creator & affiliate management: Recruit, onboard, and manage a growing roster of TikTok creators and affiliates; negotiate commission structures and manage barter/product-seeding logistics.
Set clear weekly output targets for creators and affiliates and track delivery; build and maintain relationships to convert one-off creators into repeat partners.
Content strategy: Brief creators on content direction aligned with conversion drivers; review content before it goes live for brand fit and quality; track content performance (views, engagement, conversion) and feed learnings back into briefs; maintain a content calendar in coordination with marketing.
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Renewals & satisfaction: own renewal rate and client satisfaction scores agency-wide; spot at-risk accounts early and pull in the relevant specialist before issues escalate.
Onboarding orchestration: lead client-side discovery and expectation-setting during onboarding across all service lines; coordinate timing with each specialist's setup work.
Escalation triage: be the first responder on client issues across every channel; decide what needs a specialist's involvement versus what you can resolve directly.
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Performance Management: implement KPIs and performance review systems, work with store managers to address performance gaps and implement recognition and reward programs.
Compensation & Benefits: design competitive compensation and benefits compliant with Malaysian regulations; oversee payroll processing and benefits administration.
HR Operations & Compliance: maintain HR records, ensure compliance with Malaysian labor laws (e.g., Employment Act 1955), draft and update HR policies, and support halal certification requirements and audits.
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