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05/25/2023
CRM Action Plan & Management
Align with Global CRM and Clienteling program to further develop for local needs
On-going execution and monitor of CRM programs and results.
Work with Group IT and Legal functions to solve any technical/legal issue related to CRM
CRM Tools and Database Management
Be a key project leader for local CRM solutions to fully leverage of existing functions and further develop for 2.0 phase
Monitor locally client data capture, partner with retail team to ensure data capture targets are met
Ensure data quality by sharing data-cleaning and de-duplication process guidelines
Update and prepare reports and charts (client segmentation, profiling, data capture…) for HQ and local team review
Release monthly and quarterly KPIs and analysis of retail and contact center activities for management and HQ
Ensure high level of security for client data (process, rules, controls, training etc.) to ensure compliance with internal audit guideline and China legal environment
Perform and coordinate CRM tool training and provide regular updates in boutique
Attend Brand key user meetings, technical roll-outs and system tests
Omni-channel Experience Program
Develop short / mid-term strategy and action plan to build seamless and consistent client experience throughout all touch points, Boutiques, WeChat and E-Commence
Work with Digital Team to develop/support digital-client innovation
Affinity Partnership Development
Develop affinity partnership, detect cooperation opportunities, and define the action plan for client prospection
Monitor ROI
Lead the seasonal treatment for main holiday occasions: New Year, Valentine’s Day(s), Xmas, etc
Compile and share regular best practices of competitors
Client collateral co-ordination
Co-ordinate operationally the shipment of loyalty development tools to clients living in Mainland China (publication mailing, digital tools emailing, cards, gifts, invitations to events)
Support all direct marketing campaigns by coordinating with CRM HQ and Client Relation Centre