Senior CRM Executive (Loyalty)

POSITION PURPOSE:
The Senior CRM executive is responsible for executing CRM's activities in order to ensure a positive relationship between the company and its customers/partners. To increase customer satisfaction and loyalty, he/she should create new opportunities for business development through CRM's activities within the Loyalty & Partnership function.
SCOPE OF WORK / RESPONSIBLITIES
• Customer database management: Utilize and manage various systems regarding customer database to ensure high quality data as basis for all CRM activities.
• Manage the loyalty programs through delivering suitable treatment (events, gifts, coupons, etc.) to each customer segment in order to increase customer satisfaction and loyalty. Ensure and enhance the quality of each treatment delivered to customers.
• Analyze customer data and propose changes to improve the effectiveness of acquisition, retention, and upselling programs.
• Ensure customer experience and customer service standard are well maintained.
• Work closely with cross-functional teams to deliver optimized CRM campaigns.
• Work closely with Marketing team to deliver client communication schemes.
• Manage CRM spending budget and stock.
• Deliver reports and analytics as required by managers.