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Customer Relationship Management Executive
2 weeks ago
**Role & Responsibilities;**
Assist to effectively manage customer relationships and in developing and executing strategies that improve customer engagement and retention, increase sales, and enhance the overall customer experience.
**Job scope;**
- Assist in developing and executing the overall CRM strategy for the company.Yearly planning.
- **Data Management**
- Manage customer data, ensuring that it is accurate and up-to-date in the CRM system.
- Manage members contact information, purchase history & behaviour, warranty and preferences.
- Segment customers based on their demographics, purchasing behavior, and travel preferences, which could be used to personalize marketing and communication efforts.
- **Report & Analysis**
- Create and maintain reports that analyze customer data and provide insights to the CRM team.
- Analyze sales data to identify trends, such as popular product lines or peak travel seasons, which could inform future marketing and sales strategies (refer to No.1 - CRM planning)
- Analyse data to ensure promotional /marketing campaign effectiveness.
- **Customer Service**
- Provide high quality & support to customers, answering their queries and resolving any issues they may have.
- Provide excellent customer service by addressing their complaints in a timely and effective manner.
- Improve member satisfaction.
- **Feedback collection**
- Collect feedback from customer/member through surveys or other means to identify areas for improvement and to understand customer satisfaction levels. This information can be used to improve product offerings and customer service.
- **Communication and Campaigns**
- Plan and execute “marketing” campaigns that are targeted at specific customer/member segments and also specific seasonal campaign/Event plan needed.
- **Loyalty Programs**
- Assist in the design and implementation of loyalty programs to reward and retain customers, such as offering discounts, free luggage, free gift with repeat purchases & more.
- Explore a possibility of collaborating with others companies, partnership to lets members to enjoy others benefit as part of their loyalty program rewards.
- Any other adhoc projects assigned.
**Requirement And Qualifications;**
- Minimum 2 years of relevant / CRM Management & Marketing experience (customer retention/loyalty)
- Good communication skills (Prefer to be able to speak in mandarin, english & malay)
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