Grace Natalia Sitompul

Experience

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  PT. Indonesia Air Asia

  Mar 2011 - Oct 2012

  Guest Service Assistant

  • Assisted guests in experiencing every touchpoint of services in the airport i.e. Sales Counter, Check-In Counter, Boarding Gate or Arrival Hall• Standardized excellent service and equipped with knowledge of company products in order to provide customers’ needs• Issued flight ticket for new reservation, updated seat assignment, announced boarding or informed any other information info, etc. • Delivered immediate response to customers request/ complaint

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  PT. Toyota Astra Motor (Lexus Indonesia)

  Nov 2012 - Apr 2014

  Customer Retention & Marketing Support

  • Developed and improved excellent relations with new and existing customers to increased levels of customer retention• Led Lexus Gallery morning briefing for unified all employees from front-liner to back-office staff and mechanics• Planned and purchased birthday gifts for customers; coordinated merchandise supplies with vendors• Identified new business practices that could be introduced and/or suggest modifications to existing program• Planned the budget for upcoming birthdays and reported the usage to Customer Experience Manager• Initiated and succeeded the launch of internal Lexus anniversary event Show less

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  PT. Toyota Astra Motor (Lexus Indonesia)

  Nov 2012 - Apr 2014

  Showcar Concierge

  • Responsible for keeping up to date with information on Activities and Programs and other general information. • Assisting guest as an act of in-house host with personal services, to meet and exceed guests' expectations and provide services required. • Schedule and people management by following up guest appointments with Lexus Associates.

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  PT Matahari Putra Prima Tbk (Hypermart)

  Feb 2015 - Sept 2017

  Division Operations Manager

  • Provides leadership yet assistance over achieving sales, minimizing shrinkage, storage management, cross-department relation and human resources.• Reviews, direct the actions and evaluates employee assignments and projects.• Applies people management to organize schedule and duties of Department Managers and Team Leaders within departments.• Works with other Divisional Managers to ensure that the store operational is well coordinated and opportunities for mutual cross-divisions and achievement.• Responsible for store social media accounts and maintains updated promotional events to optimize all divisions’ sales potencies Show less

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  PT. Matahari Putra Prima Tbk (Hypermart)

  Feb 2015 - May 2016

  • Responsible for clearance stock management, bazaar display, layout, availability of manpower and maintain relationship with vendor• Delivers events on time and within budget with maximum efforts as per managerial expectation• Setting and maintaining timelines, communication and priorities between internal and external to deliver success project• Managing operational and administrative function to support daily basis performance • Receives training and performs duties in several departments in Fresh, Groceries and Non-Food Divisions.• Observes experienced senior workers to acquire knowledge of methods, procedure and standards required for performance of departmental duties.• Present report evaluation to Director on every stage of training.

  • Management Trainee Focusing in Sales Development Department

    Mar 2016 - May 2016

  • Management Trainee Program

    Feb 2015 - Feb 2016
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  PT. Supra Boga Lestari (Ranch & Farmers Market)

  Oct 2017 - Sept 2018

  Assistant CRM Manager

  • Performed the execution of CRM plan that developed by CRM Manager; Guided the CRM team members (2 marketing designer and 1 admin) in delivering a completed marketing campaign • Created membership acquisition plan and collaborated with other business nearby store to achieve acquisition target• Coordinated with IT Support during promotion set up• Organized all communications to members on EDM, MyTRUST app, in-store collaterals• Administrated point redemption through online & offline system• Negotiated supports from Marketing Categories regarding point redemption catalogue• Formulated a mutual partnership with merchant • Bring educative mission to kids through Store Tour Program & Fun Kids Cooking Class program for schools and young communities Show less

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  PT. Sari Coffee Indonesia (Starbucks Indonesia)

  Oct 2018 - Jun 2024

  • Excelled in LCM /Segmentation programs for Starbucks Rewards members – implemented A/B testing – optimized campaign set up using CRM Tools – organized marketing communication incl. copywriting and key visual- generated weekly and monthly reports• Controlled all Starbucks Rewards communications to members via EDM, Apps, websites / landing page, collaterals, POS display, Wi-Fi and other external channels• Assisted the CRM Tech Manager to perform UAT for projects related to Starbucks Rewards i.e. mobile app update, web update, UI/UX journey, or other enhancement• Maintained KPI, monitor budget vs. actual, oversaw marketing effectiveness to analyze and proposed the upcoming program using experimentation techniques• Recognized as a fast responder to customer complaints, provide solution to fix/ minimize risk and retain the members• Collaborated with counterparts, Store Operations, Customer Care, IT, Marketing of Category, Learning & Development, Bank and Partnership teams• Revamped from Starbucks Loyalty to Starbucks Rewards in 2018. Boosted 5% incremental Tender Rate on 2019• 1 of 12 chosen team members to “Think-tank Group” selected by CEO. The group established since the 1st phase of Covid-19 in Indonesia. Launched Large Coffee Project, Plant-Based Project and other ongoing project• Launched “You’re The Star” campaign period Sep-Dec’20 as internal & external. Achieved 28% incremental Registration Rate. Show less

  • Marcomm Manager

    Feb 2024 - Jun 2024

  • CRM / Loyalty Assistant Manager

    Oct 2018 - Feb 2024
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  MODENA

  Feb 2025 - now

  Customer Loyalty & Community Manager