Jaclyn Martin
Kuching,Sarawak
Summary
Accomplished professional with over 12 years of expertise in strategic communications, stakeholder engagement, public relations, and business development. Proven ability to execute high-impact campaigns, foster strategic partnerships, and drive measurable results. Adept at leading cross-functional teams, managing crises, and enhancing organizational reputation. Skilled in leveraging communication strategies to achieve business objectives and build strong stakeholder relationships.
Overview
15
15
years of professional experience
Work History
Head of Strategic Communications and Stakeholder Engagement
NAIM Holdings Berhad
01.2023 - Current
- Expanded portfolio to oversee both strategic stakeholder engagement and corporate communications, aligning all communication efforts with business goals
- Successfully led NAIM’s participation in the high-profile MADANI event, portraying the brand’s alignment with government initiatives
- Achieved over 70 high-quality leads within three days, with a potential sales value of RM3 million
- Directed impactful digital marketing initiatives, boosting Instagram followers by 78% and Facebook followers by 20%, significantly enhancing the company’s online presence
- Executed 10+ in-house private and public events, generating nearly 400 leads for the sales team and strengthening stakeholder relationships
- Partnered with Sarawak Media Group, securing RM50,000 in publicity and RM54,000 in advertising, creating RM104,000 in value for NAIM
- Led the planning and execution of NAIM’s corporate retreat, achieving an NPS (Net Promoter Score) of 85 and a CSS (Customer Satisfaction Score) of 92%, reflecting outstanding employee satisfaction and alignment with corporate goals
- Launched the "Freedom to Own" campaign, tied to Sarawak Independence Day, boosting lead generation by 20%
- Expanded the Nfinity Loyalty Program, increasing referrals by 5%.
Service and Quality Transformation Lead
NAIM Holdings Berhad
01.2023 - Current
- Developed and implemented key frameworks to elevate customer experience:
- NaCOS Framework: Standardized operational excellence for superior customer service delivery
- SOAR Manual (Service Over and Above the Rest): Designed to instill a customer-first culture across teams
- CRM Framework: Enhanced internal processes for lead tracking and customer relationship management, streamlining workflows and improving customer retention
- Delivered strategies to optimize customer experience both internally and externally, contributing to higher customer satisfaction and service consistency.
Business Development Executive
Trienekens (Sarawak) Sdn Bhd
01.2021 - 01.2023
- (Scheduled Waste)
- Managed key accounts in oil and gas and manufacturing, achieving a 10% increase in contract conversions
- Negotiated agreements and expanded the clientele base, boosting revenue streams by 15%
- Conducted site inspections, ensuring compliance with environmental standards while securing long-term contracts.
Customer Service Executive
Measat Broadcast Network Systems
01.2011 - 01.2021
- Achieved over 95% first-contact resolution rate and maintained a 97% customer satisfaction score annually
- Spearheaded upselling initiatives, driving a 10% increase in revenue through personalized service and product recommendations
- Enhanced customer retention and loyalty by ensuring seamless service delivery and resolution.
Journalist
New Sarawak Tribune
01.2010 - 01.2010
- Produced timely and accurate news coverage, adhering to stringent deadlines and journalistic standards
- Cultivated relationships with community leaders and sources to deliver impactful stories.
Education
Master's - IT Management
University Malaysia
Bachelor of Social Sciences (Hons - Communication Studies
University Malaysia
Skills
- Strategic Communications: Campaign development, stakeholder engagement, crisis management
- Public Relations: Media relations, event planning, press release creation
- Marketing and Business Development: Brand positioning, customer retention, partnerships
- Leadership and Interpersonal Skills: Team management, collaboration, and fostering effective teamwork
- Technical Proficiency: SAP, MS Office, Canva, CRM tools
- Language: English (IELTS 80), Bahasa Malaysia, Mandarin (Verbal)
Work Preference
Work Location
HybridImportant To Me
Company CultureCareer advancementPersonal development programsWork from home optionHealthcare benefitsTimeline
Head of Strategic Communications and Stakeholder Engagement
NAIM Holdings Berhad
01.2023 - Current
Service and Quality Transformation Lead
NAIM Holdings Berhad
01.2023 - Current
Business Development Executive
Trienekens (Sarawak) Sdn Bhd
01.2021 - 01.2023
Customer Service Executive
Measat Broadcast Network Systems
01.2011 - 01.2021
Journalist
New Sarawak Tribune
01.2010 - 01.2010
Master's - IT Management
University Malaysia
Bachelor of Social Sciences (Hons - Communication Studies
University Malaysia
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