Hcm - CRM Executive (Loyalty & - Ho Chi Minh City, Việt Nam - OPENASIA GROUP
Mô tả
JOB BENEFIT
- Insurance
- Travel opportunities
- Incentive bonus
- Health checkup
- Training & Development
- Salary review
Tam Son International JSC is a member of the Openasia Group, a multi-industry investment group established in 1994 in Vietnam.
Since then, we have expanded our portfolio beyond fashion and into various luxury fields including watches, jewelry and audio-visual technology brands including Patek Philippe, Hermès, Vacheron Constantin, Piaget, Chopard, Bottega Veneta, Saint Laurent, Hugo Boss, Kenzo, Bang & Olufsen.
The Senior CRM executive is responsible for managing the organization's CRM ensuring the company can make the most out of marketing opportunities it offers.
1. Loyalty management
- Design and manage communications strategy for the client focused on attracting, developing and retaining customers.
- Define loyalty offer strategy in partnership with data and strategy teams to maximize ROI.
- Lead ideation and conceptualization for program development and optimization, including process optimization
- Streamline and automate fulfillment processes for member enrollment, member benefits, promotion fulfillment, and program reporting working closely with crossfunctional supporting teams (product, analytics, technology, and other marketing functions)
- Work with analytics team to enhance predictive value of our customer acquisition models
- Monitoring customer buying: active customers, inactive customer, lost customer and allocating CRM budget for each customer
- Tracking monthly for birthday of top VIP and working closely with Brand Retail team to ensuring satisfaction of customers.
- Monitoring CRM budget, tracking & following up with Brand retail team for CRM expense to be aligned with plan.
2. Customer experience management (CEM)
- Identification customer touch point; Analysis, implementation of measures and report of results
- Work with retail team to improve customer satisfaction
- Training for sales team about CEM, store service standard
- Working closely with Call Center team to get customers feedback, analysis and solve customer queries.
- Customer Commitment: Monitoring of Customer Complaint, Customer Satisfaction Goodwill maintenance
- Proposing and tracking Customer Care program to enhance customer satisfaction, customer loyalty & retention.
3. Partnership
- Prospect, qualify, develop, acquire, and maintain new business with total internal and external partnership.
- Execution of sales strategies to create viable sales pipelines and management of sales opportunities from lead generation to closure.
- Develop relationships with key partners to maximize business, identify cross sell touch points, and proactively seek opportunities to deepen the relationship with said partners.
4. Other tasks assigned by Manager
JOB REQUIREMENT
1. Core Competencies
- Positive thinking
- Creativity
- Flexibility
- Enthusiasm
- Dynamic
2. Skills
- Excellence communication skills
- Excellence problem solving skills
- Good negotiation skills
- Team work skills
3. Knowledge
- Bachelor's degree in economics, commerce or relevant fields.
- At least 5 years' work experience
- Hands on experience with CRM software, customer service software and MS Excel
- Ability to present data and information in a simple and concise way.
- Advanced knowledge of Customer service, customer satisfaction
- Working experience in CRM department from fashion, beauty industry is an advantage
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