Chief CRM & Customer Service

JOB DESCRIPTION
1. CRM & Loyalty Strategy
• Strategic Data Management: Lead and optimize the customer database system to ensure data accuracy and effective segmentation for marketing campaigns.
• Loyalty Program Excellence: Design and implement loyalty initiatives, including membership classification, point systems, and exclusive VIP programs (VIP Day, Member's Day).
• Data Insights & Reporting: Analyze CRM expenditures, voucher performance, and customer behavior to provide strategic recommendations to the Board of Directors.
2. Partnership & Strategic Cooperation
• Partner Acquisition: Proactively identify and connect with high-end partners (Banking, Luxury Hotels, Airlines, Golf, F&B, Wellness, etc.) to expand Diamond Plaza's ecosystem.
• Cross-Promotion: Negotiate and implement cross-promotion programs to provide exclusive benefits for Diamond Plaza members and attract new high-net-worth customers.
• Sponsorship & Co-branding: Secure partnerships for events at MVG Lounge or large-scale Mall events to optimize costs and enhance brand prestige.
3. Premium Service Operations
• Touchpoint Management: Oversee all premium customer contact points (CRM Desk, Diamond Lounge, Reception) to ensure a 5-star service experience.
• Policies & Standards: Establish, audit, and refine customer service policies and SOPs for the entire center.
• Crisis Management: Final point of escalation for complex customer issues.
4. Training & Team Management
• Service Mindset Leadership: Lead training programs for internal and outsourcing staffs on luxury hospitality and complaint handling.
• Team Development: Set KPIs, inspire a service-oriented culture, and develop team members through coaching.
• Customer Touchpoint Mastery: Demonstrate a deep-rooted service mindset and the professional capacity to mentor and educate teams on optimizing every stage of the customer journey.