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Customer Relationship Management Executive
2 weeks ago
協助有效管理客戶關係,制定和執行提高客戶參與度和保留率、增加銷售並增強整體客戶體驗的策略。
**工作範圍;**
- 協助制定和執行公司整體CRM策略。-年度規劃。
**-資料管理**
- 管理客戶數據,確保 CRM 系統中的數據準確且最新。
- 管理會員聯絡資訊、購買歷史和行為、保固和偏好。
- 根據人口統計、購買行為和旅行偏好對客戶進行細分,這可用於個人化行銷和溝通工作。
**-報告與分析**
- 建立和維護報表來分析客戶資料並為 CRM 團隊提供見解。
- 分析銷售數據以識別趨勢,例如熱門產品線或旅遊旺季,這可以為未來的營銷和銷售策略提供資訊(參考第一 - CRM規劃)
- 分析數據以確保促銷/行銷活動的有效性。
**-客戶服務**
- 為客戶提供高品質和支持,回答他們的問題並解決他們可能遇到的任何問題。
- 及時有效解決客戶的投訴,提供優質的客戶服務。
- 提高會員滿意度。
**-回饋收集**
- 透過調查或其他方式收集客戶/會員的回饋,以確定需要改進的領域並了解客戶滿意度。這些資訊可用於改善產品供應和客戶服務。
**-溝通和活動**
- 透過簡訊、whatsapp、電子郵件、直郵和其他管道管理與客戶的溝通(指許多管道,例如 FB、instagram、tiktok 等中的影片)
- 規劃和執行針對特定客戶/會員群體的「行銷」活動以及所需的特定季節性活動/活動計畫。**:
- 忠誠度計劃**
- 協助設計和實施忠誠度計劃,以獎勵和留住客戶,例如提供折扣、免費行李、重複購買的免費禮品等。
- 探索與其他公司合作的可能性,建立夥伴關係,讓會員享受其他公司的好處,作為其忠誠度計畫獎勵的一部分。
- 任何其他分配的臨時項目。
**要求和資格;**
- 至少 2 年相關/CRM 管理和行銷經驗(客戶保留/忠誠度)
- 良好的溝通能力(最好能說普通話、英語和馬來語)
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