The Customer Experience & CRM Specialist will be responsible for managing and enhancing the overall experience of BSKIN customers on BSKIN.com and marketplaces. As a customer champion, you will learn to develop a strong understanding of the entire customer journey and promote positive customer experiences to foster loyalty and retention. You will be part of a lean, dynamic team in a hybrid working environment with regular hours and regional exposure in the skincare and nutrition industry.
Key Responsibilities:
● Respond to customer enquiries, consolidate online orders and arrange dispatch.
● Manage email marketing campaigns with audience segmentation and targeted communication.
● Source and liaise with suppliers to procure marketing collaterals such as printed cards, press kits, eCommerce packaging and branded gifts.
Detail Responsibilities:
Customer Advocacy
● Engage with customers through various channels, such as phone, email, WhatsApp, chat modules, and social media.
● Respond promptly and professionally to customer enquiries, concerns, and feedback.
● Provide product recommendations, skincare advice, and solutions to customer issues.
● Maintain a comprehensive knowledge of our skincare products and their benefits to assist customers effectively.
● Encourage satisfied customers to participate in advocacy programs and contribute to testimonials.
Order Management
● Handle basic back-end updates and maintenance of our e-commerce platforms (e.g. BSKIN.com, Shopee, Lazada).
● Process customer orders (including returns, exchanges and refunds), ensuring accuracy and timely fulfillment.
● Prepare monthly reports on sales and inventory.
Customer Relationship Management (CRM)
● Utilize CRM tools to manage and track customer interactions, ensuring a personalized and consistent experience.
● Understand the customer journey through data analysis and providing insights for segmentation and targeted communication.
● Create eDMs and implement email marketing campaigns, including building email marketing workflows for automation.
Marketing procurement and support
● Procure gifts and materials for marketing campaigns, including sourcing, quote comparisons, sample requests, price negotiations and order placement.
● Provide operational support and coordination of logistics for marketing campaigns and events.
Hybrid Work Arrangement: 2 days office (fixed days), 3 days remote. Required to be present for physical events (as needed).
Job Requirements:
● Diploma/Degree in marketing, communications, or a related field is preferred.
● Strong written and verbal communication skills.
● Proficiency in using marketing tools and platforms, including a basic use of Canva and proficiency with email marketing software like MailChimp.
● Strong and comfortable with data analysis and reporting.
● Knowledge and passion for skincare and beauty products.
● Excellent interpersonal skills and a customer-focused attitude.
● Ability to work independently and collaboratively in a fast-paced environment.
● Detail-oriented with strong organizational skills and adapts well to change.
● Creativity and a knack for staying updated with the latest industry trends.
● Experience in customer service or Customer Relationship Management (CRM) is a plus.
This role offers an exciting opportunity to contribute to our skincare brand's growth and success, both in supporting marketing/CRM initiatives and ensuring a positive customer experience. If you are enthusiastic, dedicated, and ready to make a difference in the skincare industry, we encourage you to apply and be part of our dynamic team.
