Customer Relations Management

**DESCRIPTION**

The key responsibilities of the role will be to develop and implement a long-term CRM strategy aligned to the business need and the marketing strategy, whilst managing and developing the CRM software package & Crescent Mall mobile app including the successful planning and business implementation of upgrades and data strategies.

Social media marketing: developing a distinct online presence by attracting high numbers of internet followers through media channels such as Facebook, Youtube and Instagram.

Search Engine Optimization (SEO): developing strategies to increase number of visitors to website, mobile app, Facebook by getting high-ranking placements in search results.

Mobile marketing: includes app-based, in-game, location-based and SMS marketing.

**DUTIES AND RESPONSIBILITIES**

CRM
- Support and accelerate development of loyalty system strategy (online and offline) to increase purchase frequency and overall customer loyalty at Crescent Mall
- Ensure proper alignment of CRM through online and offline methods
- Manage, research and analyze data in CRM system
- Work with IT department and supplier to develop and maintain a CRM system to set up promotion and other benefits to Crescent Mall Membership
- Plan and deliver CRM strategies encouraging customer retention and customer loyalty.
- Decide on the CRM structure ensuring it captures all required information at key points in the customer life cycle.
- Oversee direct communications with customers through the CRM.
- Monitor and maximise customer lifetime value strategies ensuring maximum profitability.
- Ensure the database is segmented effectively for targeted marketing activities.
- Work with external partners for win-win cooperation and brings benefits to CRM program
- Supervise VIP lounge staff and manage the operation of VIP lounge
- Manage Membership Card program
- Develop the importance of customer relationship in the overall of marketing mix
- Be an active pursuant of the latest thinking in CRM and propose enhancements to deliver on KPIs

Digital Marketing
- Create and upload contents to engage customers.
- Provide accurate reports and analysis to managers to demonstrate effective ROI.
- Research new online media opportunities that may benefit the business including mobile, social media, development of blogs and forums.
- Contribute to social media engagement and brand awareness campaigns.
- Develop and integrate content marketing strategies.
- Keep up to date with current digital trends.
- Other related tasks assigned by Manager.

**REQUIREMENT**
- Minimum 1-2 years of CRM experience in a similar position
- Experience in Membership card in a hotel is a plus
- Bachelor’s Degree in Marketing or related fields
- An effective communication with strong interpersonal skills
- Ability to analyze data and draw business management conclusion and keep up to date with the latest digital trends.
- Strongly skilled in organization & planning
- Fluent in both spoken & written English & Vietnamese
- Capable of writing reports, procedures and business correspondence
- Proficient on software programmes including but not limited to Microsoft Word, Excel and PowerPoint

All matters pertaining to the Company and its clients must at all times be kept confidential. Under no circumstances should confidential information be discussed with any party other than with the party directly involved. The employee must also at all times exercise discretion with disclosure of sensitive information to other employees. All matters relating to your individual employment agreement including basis of remuneration must not be disclosed to any other party (excluding your immediate family, tax,accountants, financial planners or legal advisors).