Customer Relationship Management Team Lead

1. Loyalty management
- Design and manage communications strategy with 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 cross-functional supporting teams (product, analytics, technology, and other marketing functions)
- Work with the analytics team to enhance the predictive value of our customer acquisition models
- Monitoring customer buying: active customers, inactive customers, lost customers and allocating CRM budget for each customer
- Tracking monthly for birthdays 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 the plan
2. Customer experience management (CEM)
- Identification of 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
- Work alongside Brand Marketing team to support store-level email marketing to drive footfall, including localized offers and event invites
- Working closely with the 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 a 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 the Manager