Trưởng Bộ Phận Quan Hệ Khách Hàng | Crm Manager

Job Purpose or Summary:

- Plan and deliver CRM strategies across the company encouraging customer retention and customer loyalty.
- Take lead in designing and implementing the Extracare - PMC customer loyalty and rewards program, with focus on delivering value to customer and increasing fan engagement

Main Responsibilities:

1. CRM
- Plan and deliver CRM strategies across the company encouraging customer retention and customer loyalty.
- Decide on the CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
- Customer Journey Mapping analyzing touch points with the organization and maximize commercial opportunities.
- Work closely with all departments to ensure the CRM works effectively for all aspects of the company. - Overseeing direct communications with customers through the CRM.
- Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
- Ensure the database is segmented effectively for targeted marketing activities.
- Oversee the migration of all direct communications to lower cost mediums such as SMS, email, app push, web push.
- Develop testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.

2. Loyalty & Reward program
- Take lead in designing and implementing the Extracare - PMC customer loyalty and rewards program, with focus on delivering value to customer and increasing fan engagement
- Work through all executional details to ensure a timely and successful program launch.
- Collaborate with a cross-functional team to manage loyalty assets and maintain and grow the program.
- Examine customer data (program engagement, rewards redemptions, general fan behavior) and develop user experience analytics and business performance metrics associated with the program.
- Prepare and launch program upgrades, both creative and rewards-driven. Develop and execute long-term strategic growth plans for the program.

Requirements:

- Education: Bachelor or advanced Degree
- Professional major: Knowledge of HTML and Designing
- 2nd language ability: Good English communications
- Computer usage ability: Microsoft office
- Related experiences: 4+ years of experience and having strong understanding and knowledge of CRM strategies and key success metrics

Essential Capabilities:

- Data driven, excellent in analytics and mining dada excellent in using of any of CRM systems such as Mailchimp, SMS...
- Excellent project and time management, organization, communication and interpersonal skills
- Professional presentation & negotiation skills
- Analytical, independent thinker
- Creative & strategic knowledge
- Strong leadership, strong entrepreneurial, team management, coaching and development skills
- Facebook and other social media platform knowledge
- Take accountability and ownership of projects from start to finish.