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HEAD OF CUSTOMER SUCCESS MANAGEMENT

RM 2,000 - RM 3,000 / month

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Manage Planning – ABP, Strategy & Initiative

Prepare annual business plan

Plan CSM budget allocation & submit budget templet to finance department

Design Strategy & Initiative Proposal to meet CSM ABP

Communicate and Present Proposal for Strategy Initiative planning to get approval from management

Prepare monthly strategy & initiative progress/performance

Manage CRM Planning

· Manage execution of CSM strategies and initiatives

· Identify the target of the customer segment

· Manage and review the campaign tactical plan

· Manage and review the budget for initiatives

Manage Campaign – Proposal

· Design Campaign Concepts

· Set campaign target and objective

Present and get approval campaign proposal. Make sure to identify campaign background, objective and key question

Responsible to analyse market tech report

Prepare cost benefit analysis

Analyse current stock balance and forecast for promotion

Manage Customer Data and Monitoring

· Manage customer data issues

· Report to COS on the issues that arise

· Manage customer data engagement in Respond.io

· Manage and review blasting updates report

Manage Campaign Management – Customer Reward Target & Budget Plan

· Manage target and budget draft for rewards and redemption

· Manage analysis of target and budget draft

· Manage improvement if any

Manage Campaign Research

· Manage suggestions for improvement in campaign research

· Manage execution of campaign research

Manage Customer Onboarding Blasting

· Manage content and materials for onboarding blasting

Manage Inquiry & Complaint – Resolve Complaint

Analyse complaint chronology

Find out possible solution given to customer

Communicate with related department and PIC involve to solve the complaint

Decide a possible solution and compassionate given to customer

Job Types: Full-time, Permanent

Pay: RM2,000.00 - RM3,000.00 per month

Benefits:

  • Free parking
  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Professional development

Schedule:

  • Monday to Friday

Work Location: In person