CRM & CX Assistant, Travel Retail Asia (Contract)

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.