Customer Relationship Management Executive
Full-time
Senior Executive
Kuala Lumpur, Federal Territory of...
22 hours ago
Role & Responsibilities;
Assist to effectively manage customer relationships and in developing and executing strategies that improve customer engagement and retention, increase sales, and enhance the overall customer exp...
Role & Responsibilities;
Assist to effectively manage customer relationships and in developing and executing strategies that improve customer engagement and retention, increase sales, and enhance the overall customer experience.
Job scope;
- Assist in developing and executing the overall CRM strategy for the company.-Yearly planning.
-Data Management
- Manage customer data, ensuring that it is accurate and up-to-date in the CRM system.
- Manage members contact information, purchase history & behaviour, warranty and preferences.
- Segment customers based on their demographics, purchasing behavior, and travel preferences, which could be used to personalize marketing and communication efforts.
-Report & Analysis
- Create and maintain reports that analyze customer data and provide insights to the CRM team.
- Analyze sales data to identify trends, such as popular product lines or peak travel seasons, which could inform future marketing and sales strategies (refer to No.1 – CRM planning)
- Analyse data to ensure promotional /marketing campaign effectiveness.
-Customer Service
- Provide high quality & support to customers, answering their queries and resolving any issues they may have.
- Provide excellent customer service by addressing their complaints in a timely and effective manner.
- Improve member satisfaction.
-Feedback collection
- Collect feedback from customer/member through surveys or other means to identify areas for improvement and to understand customer satisfaction levels. This information can be used to improve product offerings and customer service.
-Communication and Campaigns
- Manage communication with customers through sms, whatsapp, email, direct mail, and other channels (refers to many channels such as video in FB, instagram, tiktok & more)
- Plan and execute “marketing” campaigns that are targeted at specific customer/member segments and also specific seasonal campaign/Event plan needed.
-Loyalty Programs
- Assist in the design and implementation of loyalty programs to reward and retain customers, such as offering discounts, free luggage, free gift with repeat purchases & more.
- Explore a possibility of collaborating with others companies, partnership to lets members to enjoy others benefit as part of their loyalty program rewards.
-Any other adhoc projects assigned.
Requirement And Qualifications;
- Minimum 2 years of relevant / CRM Management & Marketing experience (customer retention/loyalty)
- Good communication skills (Prefer to be able to speak in mandarin, english & malay)
Perks & Benefits
- Bonus
- Annual Leave
- Company Trips
- Medical Claims
- Medical insurance
- EPF contribution
- Socso & EIS contribution
We are established since 1993 as one of the player within the fast-growing luggage industry in Asia Region . As a leading player in the industry, Bright Alliance two key priorities are striving to constantly innovate to meet demands of the today's increasingly sophisticated travellers, as well as to reach out to new markets by progressively and expanding our geographic coverage to new territories. Bringing quality and innovations to everywhere we travel, products of Bright Alliance has become synonymous with word proof.In short, every Traveler can rely on Bright Alliance for the ultimate travel solutions Our merchandise mix includes luggage, backpacks, winter apparels, laptops, briefcases, small leather goods and travel accessories.The brands are Lojel, Eminent, Echolac, Hush Puppies, Vaude, Yupama, Slazenger, D'ecember, and more. We have an innovative Product Development Team brimming with creative and practical ideas that are often converted successfully into actual products that are popular and enjoy wide acceptance in the market. We also have a dedicated in-house marketing and customer service team who has been successful in marketing our products and brands in Malaysia and provide professional sale service.