Customer Relationship Management Specialist

Below are the job description for this position:

1. Strategy, Pitching / Proposal and Servicing

a. Collect client brief (client’s marketing strategy, challenges, direct competitors, expectation (KPI) and budget).

b. Propose CRM strategies according to clients budgets.

c. Develop and execute CRM marketing activities and creative campaigns.

d. Liaise with client (servicing) and understand client requirements.

e. Manage various sizes of project and industries assigned.

f. Responsible for multi brand job assignment and project objectives.

i. Awareness

ii. Engagement

iii. Conversion

g. Provide excellent client experience journey

h. Accommodate client expectation and fulfil ad-hoc inquiry.

2. Marketing Content Planning

a. Identify competitors and latest marketing activities happening in the market.

b. Develop digital and non-digital (traditional / on-ground) marketing activities and contents.

i. Advertising

ii. Contest

iii. Event

iv. Activation

v. Sampling and etc.

c. Planning on marketing activities placement.

i. Digital placement (social media, marketplace, search engine and etc.)

ii. Non-digital placement (retail, roadshow, tradeshow, event and etc.)

d. Planning on marketing activities mechanism and contents

i. Prizes

ii. Terms and conditions

iii. SOP (operation flow)

iv. FAQ

v. Crisis management

3. Brand Monitoring

a. Manage social media community activities by capturing and analysing the appropriate social data / metrics, insights and

best practice.

b. Proposing new social data and metrics that are useful to the client and team.

4. Plan and Management Marketing Activities Database

a. Increasing participants / customer and database using marketing activities.

b. Planning on update participants / customer data

c. Analysis & reporting of customer data (findings & insights)

5. Plan on Customer Retargeting

a. Propose customer retargeting marketing activities from the collected participant database.

i. EDM

ii. Messenger

iii. SMS / phone calling

iv. Community groups and etc.

6. Team Collaboration & Coordination

a. Liaise with Marketing, Media, E-Commerce, Content, Influencer, Tech, Analytics and Event departments.

b. Coordinate with production team to come out creative contents for the proposed campaign.

i. Content team (creative, design, copy, video, audio)

ii. Influencer team

7. Reporting

a. Prepare campaign reporting (campaign performance, campaign outcome, participants details and etc.).

b. Meeting and report presentation with client.

c. Present finding and insights and propose improvement recommendations.

Qualifications:

1. Candidate must possess at least Bachelor’s Degree / Post Graduate Diploma / Professional Degree in Advertising / Media / Mass

Communications / Marketing or equivalent.

2. Minimum 1 to 3 years’ experience in digital media, social media marketing or equivalent.

3. Demonstrate CRM and marketing strategist experiences.

4. Knowledge of current social media trends.

5. Knowledge of online and offline marketing (digital and non-digital) and good understanding of major marketing channels.

6. Exposed to various types of marketing activities campaigns.