Job Description

Key Responsibilities * Wide customer analytics and behavioural reporting and gathering information about customer complaints and e customer issues are handled by the relevant parties effectively. * Plan and design CRM strategies to attract and Key Responsibilities Wide customer analytics and behavioural reporting and gathering information about customer complaints and e customer issues are handled by the relevant parties effectively. Plan and design CRM strategies to attract and retain customers while expanding the brand's reach and boosting consumer loyalty. Structures CRM activities with a view of maximizing KPI improvement, ROI, and business impact. Define and develop customer retention strategy, workflows, roadmaps and budget to improve overall operations and achieve targets, Establish, assess, and enhance customer segmentation and monitor/analyse the growth in different segments. Maximise usage of customer database by re-engaging dormant/inactive customer and increasing purchase frequency, Ensure customer satisfaction by understanding customer's interest and develop customer journey mapping to increase the business's opportunities. Establish and supervise best practices in CRM data entry and data management. Monitor and follow up on customer's gift and merchandised shipments. Oversees and coordinates the implementation of new CRM campaign and integration with the internal party - Key Account Management, Customer Care and Customer service to achieve the Retention KPI. Key Requirements: Candidate must possess at least a Diploma/Advanced/Higher/Graduate Diploma, Bachelor's Degree/Post Graduate Diploma/Professional Degree in Marketing, Mass Communication or Advertising/Media. Good understanding of customer lifecycle management.