Customer Relations Management Executive

POSITION OBJECTIVE: - To manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer service relationships and assisting in customer retention and driving company sales growth. - Compile customer data across different channels, or points of contact between the customer and the company using technologies and strategies with collaboration with internal department that related to CRM (Customer Relation Management) initiatives. ROLES AND RESPONSIBILITIES : • Assist HOD in managing and strategizing company loyalty program to increase member acquisition, retention, and activation throughout member’s life cycle using multiple marketing channels. Including developing and implementing CRM strategies to enhance member engagement, app download and stickiness. • Ensure customer data accuracy and completeness with privacy regulations compliance in customer databases. Manage comprehensive customer databases to ensure accuracy and completeness. • Monitor, manage and implement strategies on reward points system including issuing, redemption, expiring, balance and auditing according to company objective. • Segmentation of large set of first-party data in CDP / CRM for retargeting campaigns. • Govern and monitor membership and points transaction to prevent misuse of members benefits. • Support operation team and internal HQ team on issue that related customer profile data issue and mobile app. • Collaboration with other business units for CRM related technology development or strategies to achieve company objective. • Prepare, present and conduct Business Review Meeting with supplier by yearly basis. JOB REQUIREMENTS: Education & Experience: • Bachelor’s degree in business studies/ Administration/ Management, Marketing, Statistics or equivalent. • Minimum 2 years' experience in CRM or Lifecycle Marketing. Preferably in the retail industry. • Experience in handling huge set of databases with PDPA compliance. • Proficient in CDP tool is a plus. Hands-on experience building and managing customer databases and analyzing data. • CRM knowledge is essential. Specific Skills: • Effective communication skills, both oral & written in English. Mandarin proficiency is a bonus. • Competent in using MS office (Word, Excel, Access, PowerPoint) and numerical analysis skills. • Able to work effectively and support business leaders to capitalize and turn data into competitive advantage. • Self-motivated, positive ‘can-do’, hit-the-ground-running attitude. • Possess problem-solving abilities, highly organized with strong project management skills.