Senior Customer Experience Specialist

5 days ago


Thành phố Hồ Chí Minh, Vietnam PNJ Full time

**NƠI LÀM VIỆC**:

- Hồ Chí Minh

**CẤP BẬC**:

- Trưởng nhóm / Giám sát

**HÌNH THỨC**:

- Nhân viên chính thức

**BẰNG CẤP**:

- Đại học

**KINH NGHIỆM**:

- 3 - 5 Năm

**MỨC LƯƠNG**:

- Lương thỏa thuận

**NGÀNH NGHỀ**:

- Dịch vụ khách hàng, Quảng cáo / Đối ngoại / Truyền Thông, Tiếp thị

**PHÒNG BAN**:

- KHÁCH HÀNG BÁN LẺ - STYLE - KINH DOANH QUỐC TẾ - NBD

**HẠN CHÓT NHẬN HỒ SƠ**:

- 18/01/2025

**PHÚC LỢI**:

- Máy tính xách tay
- Bảo hiểm
- Du Lịch
- Phụ cấp
- Thưởng
- Chăm sóc sức khỏe
- Đào tạo
- Tăng lương
- Công tác phí
- Chế độ nghỉ phép

**MÔ TẢ CÔNG VIỆC**:
**Position Summary**:
**A. Key Responsibilities**:

- **Loyalty Program Strategy & Execution**:

- Develop and implement effective loyalty program strategies to enhance customer retention and lifetime value.
- Design, launch, and manage loyalty campaigns to achieve customer engagement goals.
- Monitor program performance, analyze customer data, and recommend improvements.
- **Customer Engagement**:

- Build strong customer relationships by delivering value-driven loyalty rewards and experiences.
- Manage communications related to loyalty program benefits, updates, and promotions.
- Collaborate with customer service teams to resolve loyalty-related queries or concerns.
- **Data Analysis & Reporting**:

- Track, measure, and analyze key loyalty program metrics (e.g., participation rate, redemption rate, ROI).
- Generate regular reports and insights to inform business decisions and identify trends.
- Use customer data to segment audiences and personalize loyalty offers.
- **Cross-Functional Collaboration**:

- Partner with marketing, product, and operations teams to integrate the loyalty program into the overall customer journey.
- Work closely with IT and vendors to ensure seamless program execution and system updates.
- Coordinate with external partners or affiliates to enhance the program’s offerings.
- **Program Innovation**:

- Stay updated on industry trends and emerging technologies in loyalty program management.
- Identify and implement innovative strategies to keep the program competitive and engaging.
- Test and roll out new reward structures, gamification, or exclusive benefits.

**YÊU CẦU CÔNG VIỆC**:
Education: Bachelor’s degree in Business Administration, Marketing, Project Management, or related fields.

**Experience**:

- Minimum 3-5 years of experience in loyalty program management, customer experience, or CRM.
- Proven track record of designing and executing successful loyalty campaigns.

**Skills**:

- Strong analytical skills and proficiency in tools like Excel, Tableau, or Power BI.
- Knowledge of CRM software and loyalty management platforms.
- Excellent communication, negotiation, and stakeholder management skills.
- Creative thinking and problem-solving abilities.

Key Competencies:

- Strategic Thinking
- Customer-Centric Mindset
- Strong Analytical and Financial Acumen
- Effective Communication and Persuasion
- Leadership and Team Collaboration



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