Jaya Chitra Kunchiraman
Subscriptions Development Director
Kuala Lumpur,14
Summary
Experienced account manager and sales expert with a proven track record in customer service, sales, and marketing. Thrives in dynamic environments and excels under pressure. Valued team member known for delivering results and exceeding expectations.
Overview
28
28
years of professional experience
5
5
Certifications
3
3
Languages
Work History
Subscriptions Development Director
REDmoney Group
1 2023 - Current
- Grow FY 24 revenue and customer base locally and internationally
- Expand channel partners and promote products
- Plan and strategize sales and marketing plan to achieve FY 24 target
- Manage pipeline for the team
- Plan and execute sales strategy for individual salespersons
- Handle recruitment and onboarding of new employees
- Mentor and guide team members for their sales meetings and demos
- Conduct weekly pipeline forecast and sales meetings with the Managing Director
- Source new content and products
- Attend events and conferences for networking purposes
- Promote major in-house events to existing and new customers
Subscriptions Development Manager
REDmoney Group
07.2016 - 12.2022
- Develop sales strategies and approaches for the Islamic Finance News (IFN) online portal
- Generate new business using existing and potential customer networks, including up-selling and cross-selling
- Ensure content and quality development for the target market
- Collaborate with Editorial and Product Development teams to source new content and contributors
- Source product reviews, surveys, market research, and post-event feedback
- Develop and maintain long-term relationships with all key accounts
- Conduct initial onsite and remote demonstrations, as well as detailed follow-ups and customized user trainings
- Standardize order forms and terms & conditions for subscriptions
- Work closely on migration to a new platform, ensuring successful database and content migration
- Provide input on the user interface (look & feel of the website) and notification templates
- Introduce new contributors and correspondents for articles on countries and segments
- Collaborate with the Financial Services Authority of the Republic of Indonesia (OJK), Ministry of Finance of the Republic of Indonesia, National Committee of Shariah Economy and Finance (KNEKS), and Badan Pengelola Keuangan Haji (BPKH) on the latest developments in Islamic finance regulations and new product announcements in Indonesia, obtaining exclusive publication rights
- Work closely with the Capital Market Authority, Central Bank of Oman, and all Islamic banks in Oman to obtain the latest developments on new products and progress of existing products/ Sukuk issuance
- Coordinate with the State Bank of Pakistan on the procurement of IFN subscriptions for all public academic institutions and government offices in Pakistan
- Coordinate invoice issuance and payment collection
- Monitor sales metrics (e.g., quarterly sales results and annual forecasts)
- Attend conferences, meetings, and industry events
- Encourage clients to participate in REDmoney events and identify opportunities for mutually beneficial collaboration as sponsors or panelists
- Be a key part of the events team, building strong partnerships with sales, editorial, and creative teams to ensure sponsors' interests are well-represented and push the boundaries for brand integration into the event experience
Senior Marketing Executive
LexisNexis Malaysia Sdn Bhd
06.2014 - 04.2015
- Plan and execute marketing plans for print publications in Malaysia and South East Asia (SEA)
- Initiate new marketing campaigns for new releases (frontlist) and existing publications (backlist)
- Work closely with Production on local titles’ printing and reprinting
- Source and manage import titles’ selections, price setting, and promotions
- Key player in the New Publication Proposal process, costing, and price setting
- Manage all types of marketing communications (collaterals, flyers/brochures, book covers, notifications, and order forms)
- Manage, coordinate, and monitor the e-bookstore
- Build and explore new partnerships and collaborations
- Source, manage, and coordinate events and roadshows
- Assist Sales team during roadshows and book fairs for book selections and promotions
- Source product reviews, external surveys, and market research
- Evaluate and manage sponsorship requests
- Manage premiums/gifts designing and requisitions
- Managed CRM/Eloqua for marketing campaigns and leads
- Managed and monitored Telesales for new publications, renewal, and recovery sales activities
- Successfully managed three book fairs in Duta Court Complex from July 2014 to March 2015, achieving total sales of RM350K
- Introduced and successfully managed mini book fairs in State Bars, State Courts, and large law firms, achieving total sales of RM100K from July 2014 to April 2015
- Increased revenue by 30% for eBookstore sales from July 2014 to March 2015
- Planned and managed a new product launch in Sabah in collaboration with Sabah AGC and Sabah Law Associations
- Brought in two new author leads for professional titles and coffee table books for 2016 publications
- Project lead for Malaysia and Singapore in system migration from CRM Marketing module to the new Eloqua for Marketing Campaigns module
- Managed major events, KL International Bookfair 2015, and two new book launches
- Secured three new collaborations and partnerships with associations (MIM, KLRCA, and Bar Council)
Telesales Executive
LexisNexis Malaysia Sdn Bhd
10.2007 - 05.2014
- Lead the renewal and recovery process for print subscriptions
- Lead the retention of major works and loose-leaf publications
- Provide detailed reports on subscription renewals, recoveries, and cancellations on a monthly basis
- Handle walk-in customers
- Manage and coordinate the annual KL International Book Fair
- Work closely with Production on local titles’ printing and reprinting
- Collaborate with Credit and Finance on payment submission, allocation, disputes, and Credit Note issuance
- Manage key clients' inquiries and orders from large firms, authors, and judges
- Achieved 90% recovery of lost subscriptions for 2012/2013
- Recorded highest sales for Bursa Listing Requirements in 2010 and Malaysian Rules of Court in 2012
- Secured two of the highest single online deals in 2012 worth up to RM17K per month with a three-year contract
- Assisted Credit in account clean-up and payment issues during the migration from local to Shared Services in Manila
- Led process setting and workflow drafting for physical payment handling and allocation between the local office and Shared Services in Manila
- Assisted Finance in clearing deferred revenue recognition issues
- Led the process review project for print subscription renewal and recovery successfully
- Assisted with fulfillment issues and knowledge transfer during the move of the local team to Shared Services in Manila
- Led a special project to successfully clean up the subscription list of stopped accounts
Customer Management Executive
LexisNexis Malaysia Sdn Bhd
07.2003 - 09.2007
- Manage customer inquiries via call-ins, walk-ins, faxes, letters, and emails
- Escalate issues to relevant departments for resolution and follow through till resolved
- Monitor and improve helpdesk efficiency and quality
- Train new staff on systems and products
- Collaborate with Marketing on customer loyalty and maintenance
- Coordinate with Credit and Finance on payments and disputes
- Work with Operations and Logistics on billings, claims, and deliveries
- Track cancellations and returns for customer retention and product development
- Communicate with global offices on products, pricing, claims, and complaints
- Developed and enforced Product Returns and Claims Policies
- Created customer communication templates
- Provided input on system requirements for order processing and customer inquiries
- Recommended proactive customer communication strategies
- Proposed improvements for old publications
- Reduced claims and educated customers on claims timelines
- Managed product returns and enforced Return Policies
- Received the Best Performer’s Award in 2004
Senior Customer Service Officer
Alliance Bank Malaysia Berhad
07.2002 - 06.2003
- Managed helpdesk/call center and front desk duties
- Handled returned cheque reports
- Collaborated with other card issuers/banks (local and foreign) on lost cards, fraud and rejected transactions
- Assisted Sales with in-house card sales and road shows
- Worked closely with branches on payments, disputes, and bad debt collections
Customer Service Officer
MBf Cards (M'sia) Sdn Bhd
06.1996 - 06.2002
- Managed card and payment services (Issuing and Acquiring MasterCard and Visa Cards)
- Handled utility bill payment process via auto debit by collaborating with external partners (TNB, Telekom, Celcom, and ING Insurance)
- Worked closely with other card issuers/banks (local and foreign)
- Assisted Sales with in-house card sales and events (networking)
- Coordinated with AM Finance (formerly known as MBf Finance Berhad) branches on payments, disputes, and bad debt collections.
Education
Bachelors in Business Administration (BBA) -
Institute Perkim Goon
PenangInstitute of Chartered Secretaries & Administrators (ICSA) -
Institute Perkim Goon
Kuala LumpurSkills
Sales analytics
Reporting and analysis
Market research
Product strategy
Pitching and negotiations
Lead generation and qualifying
Customer relationship management
Leadership Skills
Decision Making
Teamwork
Effective Time Management
Ability to Multitask
Critical Thinking Skills
Problem solving
Networking
Computer literate with basic MS Office functions
CRM & Hubspot Management
Certification
Certified Business Leader And Coach
Timeline
Subscriptions Development Manager
REDmoney Group
07.2016 - 12.2022
Senior Marketing Executive
LexisNexis Malaysia Sdn Bhd
06.2014 - 04.2015
Telesales Executive
LexisNexis Malaysia Sdn Bhd
10.2007 - 05.2014
Customer Management Executive
LexisNexis Malaysia Sdn Bhd
07.2003 - 09.2007
Senior Customer Service Officer
Alliance Bank Malaysia Berhad
07.2002 - 06.2003
Customer Service Officer
MBf Cards (M'sia) Sdn Bhd
06.1996 - 06.2002
Subscriptions Development Director
REDmoney Group
1 2023 - Current
Bachelors in Business Administration (BBA) -
Institute Perkim Goon
Institute of Chartered Secretaries & Administrators (ICSA) -
Institute Perkim Goon
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