Job Summary
The key role of Customer Relationship Management is to maintain a healthy relationship with our existing customer including non-buyers (shoppers, club house members, theme park visitors, etc) adopt a planned and strategic approach in increasing customer loyalty and advocacy.
Key Responsibilities
· To manage customer feedback & enquiries
a. Managing & daily checking on multiple customer communication channels e.g. CRM Hotline, WhatsApp, Email & via GL Lifestyle App.
b. Resolving issues or enquiries related to CRM department e.g. on GL Lifestyle App, GL Friends/Partners, Freshdesk or Case Mgmt System
c. identify issue type & to escalate issues accordingly to other Projects/BUs by creating issues through Case Management System
d. Follow up with relevant Project/BU PIC to ensure timely & satisfactory resolution of issues.
· To review & revise CRM Customer Support & Case Management GLPP from time to time to ensure best practice is practiced among BUs.
· To manage EDM blasting
a. Ensure Project Marketing adheres to GLPP on blasting EDMs.
b. To review & revise EDM Blasting GLPP from time to time to ensure best practice and subsequent communication to stakeholders.
c. Manage, negotiate & coordinate with multiple Project PICs on EDM arrangement, calendar/schedule, EDM types, determining EDM audiences, combining EDMs etc.
d. Tracking of EDM subscriptions balance & expiry.
e. Data analysis on EDM usage on monthly/quarterly/half-yearly basis or as and when needed to track EDM effectiveness.
· Data & cost analysis on usage report of SMS blasting system (via IT) on monthly/quarterly/half-yearly basis or as and when needed.
· Support the implementation of customer engagement initiative and advocacy program.
· Support the segmentation strategy to drive customer engagement.
· To comply and adhere to all matters pertaining to Quality, Safety & Health and Environment related to the job scope and work place as required by the Company.
· Any other duties that will be assigned from time to time by the Management.
Qualifications
Bachelor’s degree in a related field including marketing, business and commerce or any other related field.
Skills & Abilities
· Attention to detail, good communication skills in oral and written in English and Malay.
· Proficient in relevant computer skills (Word, Excel and Power Point).
· Self-motivated, result orientated and good interpersonal skills. Able to work under pressure and is a team player.