Account Executive – Scent Marketing

We are looking for an Account Executive to join our Scent Marketing team. This role is responsible for managing and maintaining relationships with existing clients, ensuring high-quality service delivery, and coordinating effectively between clients and internal teams. The ideal candidate should have strong communication and coordination skills, a service-minded attitude, good problem-solving abilities, and the ability to manage multiple clients and tasks simultaneously. Key Responsibilities

1. Existing Client Management

-Manage and maintain strong relationships with existing clients. -Act as the main point of contact for assigned customers. -Regularly follow up with clients to understand their needs, feedback, and satisfaction. -Coordinate service requirements, product/refill requirements, maintenance, and other client requests. -Monitor client issues and ensure timely follow-up until the issue is resolved. -Identify opportunities to improve customer satisfaction and strengthen long-term relationships. -Support contract renewal and potential upselling/cross-selling opportunities.

1. Client & Internal Coordination

-Coordinate between clients and internal departments such as Sales, Operations, Technical/Service, Management. -Communicate client requirements clearly and accurately to the relevant internal teams. -Follow up on internal tasks and ensure commitments to clients are completed on time. -Coordinate installation, machine replacement, maintenance, fragrance delivery/refill, and other service activities when required. -Ensure smooth communication and information flow between external clients and internal teams.

1. Service & Problem Solving

-Receive and handle customer complaints, requests, and service issues professionally. -Analyze problems and coordinate with the relevant departments to find appropriate solutions. -Follow up with customers after the issue has been resolved. -Monitor service quality and identify recurring issues that may require improvement.

1. Sales Support

-Prepare service documents, and other customer-related materials. -Support the sales team in developing existing accounts. -Identify potential opportunities for additional machines, new locations, fragrance solutions, or other services within existing accounts. -Participate in client meetings and presentations when required.

1. Reporting & Administration

-Maintain accurate customer information, contact details, contracts, service records, and account status. -Prepare regular account and customer service reports. -Update CRM/customer databases and follow up on outstanding tasks. -Coordinate payment follow-ups and other administrative matters when required. Key Performance Areas (KPIs) -Customer retention / renewal rate -Customer satisfaction -Response and issue resolution time -On-time completion of client requests -Existing account growth / upselling -Accuracy of customer information and documentation -Quality of internal and external coordination

Qualifications: Bachelor's degree in Business Administration, Marketing, Hospitality, Communications, or related fields. 0 – 3 years of experience in Account Executive, Account Management, Customer Service, Sales Coordinator, or related positions. (New Graduate also welcome) Strong communication and interpersonal skills. Good coordination skills and ability to work effectively with both customers and internal teams. Strong service-minded attitude and customer-oriented mindset. Good problem-solving and follow-up skills. Able to manage multiple tasks, customers, and deadlines simultaneously. Good attention to detail and responsibility. Basic of English, for email communication and basic business conversations. Good command of Microsoft Office / Google Workspace. Basic AI knowledge (Claude, Gpt, etc) Able to travel to customer locations when required. Strong Interested in Scenting/Aroma/Smell.