HEAD OF CUSTOMER SUCCESS MANAGEMENT
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