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    Customer Relationship Manager - Philippines, Pilipinas - Radix HR

    Radix HR
    Radix HR Philippines, Pilipinas

    4 araw ang nakalipas

    Default job background
    Buong oras
    Paglalarawan


    Responsibilities

    Customer Database Management – to ensure integrity, freshness and relevance of data

    • Identifying customer database sources and developing data population and improvement plans for all brands
    • Management of all brand databases - maintenance (via regular cleanups and rating) and brand use
    • Ensuring the security (stewardship of who gets access) and back-up of databases
    • Taking the lead in the project management of the CAPSULE by TSA nationwide lead generation and POS integration program

    Communications and Campaign Management – to ensure personalized, relevant and timely communications to customer database

    • Developing appropriate creative materials, messages, promos/programs, and other relevant executions for the CAPSULE by TSA and brand CRM communication plans
    • Identifying and using the proper communications channels (email, SMS, SNS, etc) based on brand objective
    • Developing and executing targeted communications per customer segment to achieve specific objectives per segment, as aligned with overall CRM and brand directions
    • Blasting a monthly newsletter for all CAPSULE by TSA brand updates and post-event coverage
    • Taking the lead in the project management of First Dibs (and other similar customer events)

    Customer Data Analysis and Reporting – to develop actionable recommendations based on data analysis

    • Segmentation and profiling of customers based on lifecycle/value, demographics, and purchase behavior
    • Identifying opportunities for growth based on customer data
    • Managing customer report systems (whether existing or to be built) in coordination with IT
    • Defining customer reports templates in consultation with Marketing and sending reports on a regular basis to concerned stakeholders, both internal (TSA) and external (sub-distributors)
    • Producing ad-hoc reports based on stakeholder inquiries

    Customer Analytics

    • Identifying business problems that can be solved by applying advanced analytics techniques
    • Serve as a project manager for the Analytics and IT Teams in model development, model maintenance and business application

    Customer Care Program Management

    • Setting the direction for TSA/per brand Customer Care and short-term objectives based on solid market insight
    • Identifying improvement opportunities for currently operational Customer Care programs and policies
    • Producing training and standardized materials for retailers (Customer Care Manual, training decks, spiels) together with the Customer Service team
    • Overseeing of Customer Service team's daily tasks, projects, and reports

    CRM Operations Management

    • Management of day-to-day operational tasks such as budgeting, contracting manpower services (encoder, staff for events) and other admin procedures
    • Managing and developing the CRM team
    • Staying abreast of global CRM developments (social trends, technology) for application to TSA CRM

    Mobile Application Operations and Marketing

    • Manages the development and enhancement of the Havaianas Mobile Application to ensure smooth and efficient operations
    • Continuously monitors mobile application performance and KPIs which covers Sales, Customer Engagement, App Downloads
    • Coordinates with eCommerce team

    Customer Loyalty Operations and Marketing

    • Manage Customer Loyalty program software ensuring data integrity and smooth operations on all touch points
    • Leads software development and enhancement to meet company and customer needs.
    • Create marketing programs that generate customer engagement and repeat purchase
    • Grow customer database across all brands
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