CLIENT RELATIONSHIP MANAGEMENT LEAD/ TRƯỞNG NHÓM QUẢN TRỊ QUAN HỆ KHÁCH HÀNG

The CRM Lead is responsible for planning and executing CRM’s activities in order to ensure a positive relationship between the company and its customers/partners. He/she should create new opportunities for business development through CRM’s activities within the Loyalty & Partnership function.

RESPONSIBLITIES

- Customer database management: Ensure high quality data as basis for all CRM activities. Collaborate with technical team to debug and upgrade CRM system if needed. 

- Develop CRM strategies and implementation to meet business objectives, including budget and technology

- Deliver best-in-class analytics capability to internal and external stakeholders via regular reporting. Be a thought leader in CRM and analytics. Analyze customer data and propose changes to improve the effectiveness of acquisition, retention, and upselling programs.

- Build up and manage the loyalty programs through delivering suitable treatment to each customer segment to increase customer satisfaction and loyalty.

- Work closely with Retail and Marketing team to develop client communication schemes fulfill and amplify CRM objectives.

- Supervise implementation of Brand's CRM guideline.Identify, establish and nurture strategic partnerships with external businesses to acquire new potential customers through joint events and exclusive promotions.

- Manage Store's Customer KPIs.

1. Core Competencies

- Customer connectedness and Customer centric mindset

- Efficient problem-solving and Decision-making

- Clear and effective communication

- Emotional intelligence

- High degree of organization and delegation

- Integrity, Logical thinking, Objectivity

- Time management, Priority management, Project management

- Leadership

- Training

2. Skills

- Graduated from economics, business administration, marketing or related fields

- 4 years of proven working experience in customer segmentation, marketing, retail operations, private banking, guest relations or partnership management

- Fluent in writing and speaking English (TOEIC 700, IELTS 6.5 or above)

- Proficient in Microsoft Office 365 

- Good synthesis, analysis and reporting

- Hands on experience with CRM software/system

- Event planning & execution is an advantage

• 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 tại