CRM Executive (Customer Relationship Management)

Plays the main role of managing the business’s day-to-day consumer relations protocols, their refinement, CRM segmentation, onsite personalization, and product recommendation programs and platforms.

Manages key vendor relationship and databases, in formulating strategies, strategy execution, asset deliverable management, as well as the testing of all SMS, emails, among other multi-channel communications.

Detailed responsibilities/accountabilities:

• Leverage the customer database to deepen our understanding of the customer, to deliver actionable insights, segmentation opportunities and implement high-impact initiatives across the customer lifecycle that accelerate acquisition, retention, reactivation and drive revenue.
• Analyze and interpret campaign response, customer behaviors, segment performance to optimize conversion and retention through managing, handling and initiating all activities and schedules, trigger campaigns and nurture programs to drive customer acquisition, retention and engagement
• Manage loyalty initiatives, including the development, launch and on-going maintenance of a loyalty program to meet business goals.
• Support Consumer Engagement and Personalization in the day-to-day management of the program to ensure successful development, launch and ongoing CRM marketing operation
• Communicating effectively with target audiences and managing customer relationships;
• Run and communicate weekly reports for CRM and testing plans to improve program efficiency as in a higher ROI, higher CTR.
• Monitor and track performance of programs implemented.
• Works closely with the IT department & other related departments in an effort to better understand all CRM feeds and data flowing in and out of CRM program management tools.
• Other tasks which required by managers.