Deputy CRM Manager

POSITION PURPOSE
The Deputy CRM Manager is responsible for planning and executing CRM's activities in order to ensure a positive relationship between the company and its customers/partners. He/she should create new opportunities for business development through CRM's activities within the Loyalty & Partnership function.
SCOPE OF WORK / RESPONSIBLITIES
1. Prestige Client Management:
• Work on personalized CRM strategies tailored to specific customer segments such as Elite Treatment program, Special occasions gifting, Birthday gifting for VIC and other campaigns for VIC.
• Analyze customer data to create segments based on behavior, demographics, preferences, persona... and propose changes to improve the effectiveness of retention and upselling programs; increase customer satisfaction and loyalty.
• Ensure seamless collaboration with RT and MKT to execute VIC client events.
• Work closely with Marketing team to develop client communication schemes fulfill and amplify CRM objectives.
• Supervise implementation of Brand's CRM guideline.
• Manage CRM budget and KPIs.
2. Partner Management:
• Identify, establish and nurture strategic partnerships with external businesses to acquire new potential customers through joint events and exclusive promotions.
• Collaborate with RT and MKT team to implement effective strategies that capitalize on partnership opportunities to drive revenue.
• Work with internal teams to ensure seamless integration of partnership benefits.
• Track and manage partnership commitments, ensuring both parties derive maximum value.
• Monitor and report on KPIs related to sales generated through partnerships.