crm ManagerCrescent Mall

Planning and delivering CRM strategies encouraging customer retention and customer loyalty.
Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the organisation and captures all required information at key points in the customer life cycle.
Customer Journey Mapping analysing touch points with the organisation and maximising commercial opportunities.
Managing the team and working closely with all departments to ensure the CRM works effectively for all aspects of the company.
Overseeing and driving direct communications/relationship with customers, specially VIPs, through the CRM.
Ensuring the database is segmented effectively for targeted marketing activities.
Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.
Plan and deliver CRM strategies encouraging customer retention and customer loyalty.
Work with external partners for win-win cooperation and brings benefits to CRM program
Supervise VIP lounge staff and manage the operation of VIP lounge.
Manage Membership Card program.
Develop the importance of customer relationship in the overall of marketing mix.
Be an active pursuant of the latest thinking in CRM and propose enhancements to deliver on KPIs
Provide accurate reports and analysis to managers to demonstrate effective ROI.
Develop drive to store strategies and programs.
Working with external agencies and suppliers to ensure the successful delivery of the CRM plan