Assistant CRM Manager

POSITION SUMMARY:

• Coordination & implementation of CRM Program
  
• CRM Database Management
  
• Coordination & implementation of Omni-channel program
  
• CRM data analysis and reporting
  

PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB:

Coordination & implementation of CRM Program

• Collaborate with all cross-functions including Marketing, Retail, E-com to develop and realize CRM goals and initiatives
  
• Provide tools, planning and assistance to retail staff for successful CRM implementation, while adhering to brand strategy and directives
  
• Define a detailed CRM action plan for new customer acquisition, engagement, retention and reactivations of lapsed customers
  

• Implement and manage Loyalty and Top VIP program initiatives
  

CRM Database Management

• Monitor digital data collection process and ensure data accuracy and integrity
  
• Ability to work with CRM tools i.e. ORCE, TABLEAU, SFMC and dashboards
  
• Work with local retail teams and stores to ensure the quality and quantity of customer information gathered
  
• Act as a gatekeeper of data privacy and ensure all staff follows the data privacy guideline and customer information is well protected
  
• Monitor data feeds from marketing campaigns
  
• Assist stores on trouble-shooting all CRM related issues
  

Coordination & implementation of Omni-channel program

• Assist with launch and enhancement of omni-channel program including digital sign-up, loyalty program, etc.
  
• Monitor and evaluate the impact of different channels
  

Reports & Analysis

• Provide regular reports and metrics to key stakeholders as well as retail stores to evaluate program performance and customer purchase behavior
  
• Prepare strategic plan based on client segmentation and market analysis
  
• Deeper dive in data crunching in order to present the insights and recommendations to management
  

Project Management

• Work with Regional CRM team on regular enhancement of CRM systems, maintenance and provide training to retail staff
  
• Work with LINE content development partners on monthly creative content and interactive programs to acquire new followers and increase customer conversion rate
  
• Support marketing-led in-store activities: new season / special holidays / ad hoc initiatives
  
• Develop and foster local strategic partnerships in line with Company's vision
  

Other

• Follow up with complaints and inquiries of customers, and ensure complete satisfaction and maximum utilization of the product and services sold to our customers
  
• Budget controlling and stock management of CRM related materials
  

KEY COMPETENCIES:

COMMUNICATION: Ability to communicate clearly and effectively to diverse audiences professionally. Delivers clear messages and ensures understanding. Uses effective listening skills.

COLLABORATION &TEAMWORK: Working effectively and cooperatively with others to move the team toward the completion of goals; establishing and maintaining good working relationships.

ORGANIZING: Works according to defined schedules and deadlines; takes direction well and able to work with high accountability; manages own work and tracks progress. Pro-active and seeks out resources to get things done; able to multi-task and adapt to changing priorities.

ENVIRONMENT: Ability to work in fast-paced and dynamic environment, team-oriented setting.