Hcm - CRM Executive (Loyalty &

2 weeks ago


Ho Chi Minh City, Ho Chi Minh, Vietnam OPENASIA GROUP Full time

JOB BENEFIT

  • Insurance
  • Travel opportunities
  • Incentive bonus
  • Health checkup
  • Training & Development
  • Salary review
  • Tam Son International JSC is a member of the Openasia Group, a multiindustry investment group established in 1994 in Vietnam. Tam Son was initially founded in 2005 with a mission to bring global luxury fashion brands to Vietnam._
  • Since then, we have expanded our portfolio beyond fashion and into various luxury fields including watches, jewelry and audiovisual technology brands including Patek Philippe, Hermès, Vacheron Constantin, Piaget, Chopard, Bottega Veneta, Saint Laurent, Hugo Boss, Kenzo, Bang & Olufsen. Tam Son currently operates a network of 30 stores in both Hanoi and Ho Chi Minh City. The company plays an important role in the development of Openasia Group._


The CRM executive is responsible for managing the organization's CRM ensuring the company can make the most out of the marketing opportunities it offers.


1. Loyalty management

  • Design and manage communications strategy for the client focused on attracting, developing and retaining customers.
  • Define loyalty offer strategy in partnership with data and strategy teams to maximize ROI.
  • Lead ideation and conceptualization for program development and optimization, including process optimization.
  • Streamline and automate fulfillment processes for member enrollment, member benefits, promotion fulfillment, and program reporting working closely with crossfunctional supporting teams (product, analytics, technology, and other marketing functions).
  • Work with the analytics team to enhance the predictive value of our customer acquisition models
  • Monitoring customer buying: active customers, inactive customers, lost customers and allocating CRM budget for each customer.
  • Tracking monthly for birthdays of top VIPs and working closely with the Brand Retail team to ensure customer satisfaction.
  • Monitoring CRM budget, tracking & following up with Brand retail team for CRM expense to be aligned with plan.

2. Customer experience management (CEM)

  • Identification of customer touch point; Analysis, implementation of measures and report of results.
  • Work with retail team to improve customer satisfaction.
  • Training for sales team about CEM, store service standard.
  • Working closely with Call Center team to get customers' feedback, analysis and solve customer queries.
  • Customer Commitment: Monitoring of Customer Complaints, Customer Satisfaction Goodwill maintenance.
  • Proposing and tracking Customer Care programs to enhance customer satisfaction, customer loyalty & retention.

3. Partnership

  • Prospect, qualify, develop, acquire, and maintain new business with total internal and external partnership.
  • Execution of sales strategies to create viable sales pipelines and management of sales opportunities from lead generation to closure.
  • Develop relationships with key partners to maximize business, identify crosssell touch points, and proactively seek opportunities to deepen the relationship with said partners.

4. Other tasks assigned by Manager

JOB REQUIREMENT

1. Core Competencies

  • Positive thinking
  • Creativity
  • Flexibility
  • Enthusiasm
  • Dynamic

2. Skills

  • Excellent communication skills
  • Multitasking & crossteam collaboration skill
  • Excellent problemsolving skills
  • Good negotiation skills
  • Teamwork skills

3. Knowledge & Qualification

  • Bachelor's degree in economics, commerce or relevant fields.
  • At least 5 years' work experience
  • Hands on experience with CRM software, customer service software and MS Excel
  • Ability to present data and information in a simple and concise way.
  • Advanced knowledge of Customer service, customer satisfaction
  • Working experience in CRM department from fashion, beauty industry is an advantage


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