senior CRM Executive

POSITION PURPOSE (Please provide primary functions of this position)
The Senior CRM executive is responsible for executing CRM's activities, ensuring that the relation between the company and its customers is well maintained and developed, creating opportunities for business development through CRM's activities.
SCOPE OF WORK / RESPONSIBLITIES
• Manage the customer database and ensure it is segmented effectively for targeted marketing and CRM activities
• Build CRM strategy and implementation to meet business and brand objectives.
• Deliver best-in-class analytics capability to internal and external stakeholders via regular reporting. Be a thought leader in the area of CRM and analytics.
• Evaluate and propose changes to improve the effectiveness of new customer recruitment, retention, and upselling programs.
• Build up and manage the loyalty programs to increase customer experience and customer satisfaction (gifting, events, visits...)
• Ensure customer experience and customer service standard are well executed in store
• Work closely with cross-functional task team and lead peers to optimize CRM campaigns and ensure timely deliverables.
• Work closely with marketing team to develop client communication on CRM platform which fulfill and amplify brand marketing objectives.
• Handle customer feedbacks and complaints
• Manage relationship with partners