TIÊU ĐỀ: CLIENT LOYALTY TEAMLEAD/ TRƯỞNG NHÓM KHÁCH HÀNG THÂN THIẾT
Công ty : Tam Sơn
Hạn nộp hồ sơ : 31-08-2025
Cấp bậc : Supervision/Management
Địa điểm : Hà Nội
Số lượng tuyển : 1
MÔ TẢ CÔNG VIỆC
The Client Loyalty Lead plays both a strategic and operational role in designing, executing, and optimizing the company’s loyalty program across a portfolio of 30 luxury brands. The role aims to maximize client lifetime value (CLV), increase client retention, and foster brand loyalty through elevated experiences and personalized service offerings.
RESPONSIBLITIES
1. Loyalty Strategy & Program Development
- Develop and continuously improve a tailored loyalty strategy aligned with the expectations of high-end clientele.
- Collaborate cross-functionally with Marketing, Retail, CRM, and Merchandising teams to integrate loyalty into the end-to-end customer journey.
- Define and manage client segmentation and tiering strategies based on purchasing behavior and value.
2. Program Operations & Management
- Manage the loyalty platform and ensure accurate, synchronized customer data across systems.
- Design and execute exclusive member benefits and privileges by tier.
- Oversee customer onboarding, activation journeys, and overall engagement with the program.
3. Data Analysis & Reporting
- Collect, clean, standardize, and analyze customer data from multiple sources (POS, eCommerce, clienteling, loyalty programs, surveys, etc.)
- Monitor KPIs related to program performance.
- Develop customer segmentation models (RFM, psychographics, engagement levels...). Leverage data insights to optimize program design and suggest targeted campaigns.
4. Campaigns & Activation
- Work with the Marketing team to design and roll out communication plans to promote the loyalty program.
- Lead loyalty-related automation initiatives; defines goals and target segments. Design personalized customer journeys based on loyalty behavior and tiers. Recommend content, offers, and CTAs suitable for each loyalty tier. Monitor campaign effectiveness and propose improvements based on insights.
5. Retail Training & Support
- Develop training materials and coach store teams to effectively capture client data, communicate and promote the loyalty program.
- Act as a key liaison for collecting feedback from front-line teams and clients to drive continuous improvement.
YÊU CẦU CÔNG VIỆC
1. Education & Experience
- Bachelor's degree in Marketing, Business Administration, or a related field.
- Minimum 5 years of experience in CRM, Loyalty, or Client Development, preferably in luxury retail or high-end services.
- Hands-on experience with loyalty platforms and CRM systems.
- Strong understanding of premium and luxury consumer behavior.
2. Skills
- Data-driven mindset with proficiency in reporting tools (Excel, Power BI, CRM dashboards).
- Project management and stakeholder coordination skills.
- Strategic thinker with a strong ability to execute.
- Fluency in Vietnamese and English.
3. Attributes
- Client-centric mindset with a deep sense of service excellence.
- Proactive, detail-oriented, and solution-driven.
- High sense of aesthetics and cultural fit with a luxury environment.
CHẾ ĐỘ ĐÃI NGỘ
- Competitive salary packages with fixed 13th-month salary and performance bonus
Gói lương cạnh tranh gồm lương tháng 13 cố định và thưởng hiệu suất
- Premium health care insurance
Bảo hiểm chăm sóc sức khỏe cao cấp
- Annual performance review
Đánh giá hiệu suất hàng năm
- Sponsored sports activities
Các hoạt động thể thao được tài trợ
- Training section and rotation opportunities within subsidiaries
Các chương trình đào tạo và cơ hội luân chuyển giữa các công ty con
- Professional and creative working environment with up-to-date equipment
Môi trường làm việc sáng tạo và chuyên nghiệp với trang thiết bị hiện đại
