Role & Responsibilities;
Assist to effectively manage customer relationships and in developing and executing strategies that improve customer engagement and retention, increase sales, and enhance the overall customer experience.
Job scope;
- Assist in developing and executing the overall CRM strategy for the company.-Yearly planning.
-Data Management
- Manage customer data, ensuring that it is accurate and up-to-date in the CRM system.
- Manage members contact information, purchase history & behaviour, warranty and preferences.
- Segment customers based on their demographics, purchasing behavior, and travel preferences, which could be used to personalize marketing and communication efforts.
-Report & Analysis
- Create and maintain reports that analyze customer data and provide insights to the CRM team.
- Analyze sales data to identify trends, such as popular product lines or peak travel seasons, which could inform future marketing and sales strategies (refer to No.1 – CRM planning)
- Analyse data to ensure promotional /marketing campaign effectiveness.
-Customer Service
- Provide high quality & support to customers, answering their queries and resolving any issues they may have.
- Provide excellent customer service by addressing their complaints in a timely and effective manner.
- Improve member satisfaction.
-Feedback collection
- Collect feedback from customer/member through surveys or other means to identify areas for improvement and to understand customer satisfaction levels. This information can be used to improve product offerings and customer service.
-Communication and Campaigns
- Manage communication with customers through sms, whatsapp, email, direct mail, and other channels (refers to many channels such as video in FB, instagram, tiktok & more)
- Plan and execute “marketing” campaigns that are targeted at specific customer/member segments and also specific seasonal campaign/Event plan needed.
-Loyalty Programs
- Assist in the design and implementation of loyalty programs to reward and retain customers, such as offering discounts, free luggage, free gift with repeat purchases & more.
- Explore a possibility of collaborating with others companies, partnership to lets members to enjoy others benefit as part of their loyalty program rewards.
-Any other adhoc projects assigned.
Requirement And Qualifications;
- Minimum 2 years of relevant / CRM Management & Marketing experience (customer retention/loyalty)
- Good communication skills (Prefer to be able to speak in mandarin, english & malay)
Perks & Benefits
- Bonus
- Annual Leave
- Company Trips
- Medical Claims
- Medical insurance
- EPF contribution
- Socso & EIS contribution
Job Location
No. A8, Jalan Kuang Bulan, Taman Kepong
Click to view the location on Google maps
