Senior Executive, Customer Relationship Management

Objectives: Develop, plan, and coordinate various events, activities, and method to implement and improve GMES-customer relations and GMES brand exercise. Ensuring that GMES maintain and forge a stronger bond with the customers and stakeholders.

The Job:

• Coordinate and organize events for customer appreciation for the whole GMES-customer network to strengthen the GMES-customer bond. Ensuring customers experience positive atmosphere which builds long lasting relationship and retains existing customers. Planning of events throughout the calendar year to ensure smooth execution of the engagement activities according to the customer segmentation as well as for stakeholders.
• Conduct selection of vendors and suppliers of event supplies, materials, venue, program, back-end processing and purchasing of necessary items for customers appreciation. Maintain sufficient stock and inventory of items for corporate gifts and event goodies.
• Develop and plan for the communication materials and distribution schedule of emails, letters, and other correspondence such as E-greetings, event invitations, service features, upgrades, gifts, giveaways, and other materials for Premium and Preferred customers to solidify customer's appreciation.
• Develop and maintain promotional tools such as GMES website, brochures, corporate profile, leaflets, and others to enhance awareness and branding of GMES.
• Share input on current events, sales and marketing based on feedbacks from customers. Assisting Customer Relationship Manager to develop constant improvements based on what customers are looking for to present suggestions to other departments and the management to improve services. Planning for customer surveys to gather feedback from customers.
• Liaise with relevant authorities to ensure facilitation of administrative requirements, as well as with service providers and consultants to enable the implementation of CRM strategy and plans.
• Identify Premium or Preferred customers for database within the GMES network. Liaise with Marketing and Sales Team to conclude customer identification.
• Maintain control on operating cost and improve event coordination target to ensure meeting targets within the allocated budget. Ensuring that the approved budget is managed well and utilized properly.
• Address any customer issues and problems quickly to reflect and revert to Marketing or Sales Team for their actions. Liaising with various key departments to ensure that all issues are resolved.
• Coordinating surveys to measure customers level of satisfaction. Devising separate strategies and plans for customers and reviewing the effectiveness of existing strategies to explore the need for any necessary changes and enhancements of current services.