CRM & CX Assistant, Travel Retail Asia (Contract)

Main Responsibilities:

1. 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.

2. 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.

3. Clienteling Activities

• Support outreach campaigns through one-to-many or one-to-one communication channels including outreach lists, assets building and reporting.

4. 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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