Job Requirements
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Skills
Job description for Deputy CRM Manager - Phó phòng Quản lý Quan hệ Khách hàng at Crescent Mall
- Planning and delivering CRM strategies encouraging customer retention and customer loyalty.
- Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the organisation and captures all required information at key points in the customer life cycle.
- Customer Journey Mapping analysing touch points with the organisation and maximising commercial opportunities.
- Managing the team and working closely with all departments to ensure the CRM works effectively for all aspects of the company.
- Overseeing and driving direct communications/relationship with customers, specially VIPs, through the CRM.
- Ensuring the database is segmented effectively for targeted marketing activities.
- Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.
- Plan and deliver CRM strategies encouraging customer retention and customer loyalty.
- Work with external partners for win-win cooperation and brings benefits to CRM program
- Supervise VIP lounge staff and manage the operation of VIP lounge.
- Manage Membership Card program.
- Develop the importance of customer relationship in the overall of marketing mix.
- Be an active pursuant of the latest thinking in CRM and propose enhancements to deliver on KPIs
- Provide accurate reports and analysis to managers to demonstrate effective ROI.
- Develop drive to store strategies and programs.
- Working with external agencies and suppliers to ensure the successful delivery of the CRM plan
- Monday - Friday: From 9:00 to 18:30
- Two saturday morning/month: From 9:00 to 12:00
- Good English both oral and written
- Should have experience/ knowledge about UX and UI
- Should have experience and be familiar with digital tools, digital platform, performance driving MKT, Wifi Marketing, EDM
- Should be matured, having experiences working with multi partners in multi roles – customers, partners, agencies and budget owners
- Familiar with data management, data reading to Provides insights based on app dashboard
- Encourage candidates having experience running Loyalty program, Member Acquisition and Management
- Candidates who have experience in running C Club/ VIP Club with series of activities are appreciated
- Brand management experience is in need
- 100% Salary Social Insurance
- Personal Insurance after Probation
- 13th Salary, Bonus
- Company Trip
- Discount using Crescent Mall services
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