CRM LOYALTY SENIOR MANAGER

  • Openasia Group
  • Hanoi, Vietnam
  • Aug 30, 2017
Full time Customer Service Marketing

Job Description

Summary:

- Develop and implement customer relationship management within OPA group. Build and strengthen relationships with target customers, lead to a loyal and engaged customer base and an increased market share.

- Lead the development and implementation of the loyalty reward framework. Be responsible for developing and enhancing the existing multichannel CRM program to create a deeper relationship with customers.

-Build a complete picture of customer motivations, attitudes and behaviors. This information will help to build more targeted customer segmentations and to execute retention marketing activity.

 

Main responsibilities:

1. Strategy and Planning

  • Plan and deliver CRM strategies across the company encouraging customer retention and customer loyalty.
  • Recommend 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 - analyze touch points with the organization and maximizing business opportunities.
  • Develop customer loyalty program to ensure maximum revenue opportunities per customer

2. Execution:

a, For CRM: As project manager, he/she working closely with all departments to ensure the CRM works effectively for all aspects of the group

  • Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
  • Ensure the database is segmented effectively for targeted sales & marketing activities.
  • Develop testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products
  • Oversee and direct communications with customers through the CRM.

b, For Loyalty Program: To enhance and improve Customer Loyalty - Retention Programs & Activities

  • Produce an activity plan for targeted and personalized communications across multiple channels
  • Develop and coordinate the loyalty marketing calendar
  • Manage the CRM and Loyalty Budget Client Relationship Management
  • Nourish the relationship with in-house client

Job Requirements

  • Bachelor's Degree in Marketing or related field
  • 3+ years of customer loyalty and retention experience
  • Data analysis experience statistical analysis
  • Strong background in customer acquisition, re-engagement and retention strategies.
  • Strong in networking, develop partnership relation
  • A Confident and articulate communicator capable of inspiring strong collaboration in an organization