Main Responsibilities:
- CRM Database Maintenance
- Account merging and data clearance to improve data quality of the database.
- Communicate with other subsidiaries for cross-store merging and with the stores for feedback on data entry quality.
- CRM Activations
- Adapt the group segmentations to the local strategic needs, focus on the targeted segments and coordinate corresponding action plans.
- Execute CRM activation plans to improve recruitment, retention and loyalty rate, measure effectiveness and follow up plans.
- Clienteling Activities
- Support outreach campaigns through one-to-many or one-to-one communication channels including outreach lists, assets building and reporting.
- CRM Analysis and Reporting
- Prepare and present monthly CRM dashboard to the stores and to the management.
- Produce ad hoc CRM reports including customer trends, focused métiers, targeted customer segments, etc.
5. Customer Experience & Service Optimization
- Analyse Service Excellence Visits to identify pain points and work on service action plans.
- Coordinate CX projects to enhance the overall customer experience.
- Perform other ad-hoc duties
Profile
- Undergraduates or fresh university graduates, preferably in Business Administration, Marketing, or a related discipline.
- Independent, detail-minded and well-organized. Able to work under pressure.
- Able to develop and maintain collaborative relationships and foster teamwork with multiple levels/departments within the organization.
- Very strong data analysis skills, project management and time management skills.
- Proficient in Microsoft Office, particularly Excel and PowerPoint
- Good command of written and spoken English, Mandarin and Cantonese
- Available to work commit at least 3 days a week.
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