Job Purpose
Develop the Customer Relation Management strategy and manage the growth of the Loyalty Scheme program in order to better understand and increase customer awareness, acquisition, satisfaction and retention.
Key Accountabilities / Responsibilities
- Define customer segments and needs, and develop contact strategies in order to strengthen relationships with existing customers through better targeting, reactivating lapsed customers and acquiring new customers
- Mine transactional data to fully capture new insights and opportunities in order to work towards implementing business intelligence
- Monitor system performance and customer activity including customer segmentation, program and campaign level impact (return on investment and profitability), customer demographics, and benefits usage in order to recommend reasoned adjustments to the program
- Study customer historical behaviour and measure on-going efficiency/effectiveness of marketing initiatives in order to enhance and develop higher customer satisfaction standards
- Coach, train, and monitor team performance
- Manage Mystery Shopper (recruiting, correcting reports, monthly report, money reimbursement),in order to analyze results and take appropriate actions accordingly
- Oversee and develop all Customer Feedback Handling and communication procedures (f2f, telephone, email, data entry, sorting, Comment Cards)
- Design and manage communications strategy in order to attract, develop and retain customers
- Investigate customer problems and devise solutions in order to prevent future issues, (Negative Comment Cards, CRM incidents)
- Handle major incidents that cannot be resolved by team members in order to ensure all CRM procedures are executed correctly, and provide recommendation to senior management
- Lead and maintain implementation of world-class customer service standards in order to maintain the company's competitive edge in the market
- Establish metrics for measuring loyalty program success through coordinating closely with the Marketing Department
- Regularly evaluate database quality and Loyalty program performance in order to enhance the value proposition of the program
- Work closely with marketing managers to determine return and profitability of rewards efforts and establish metrics in order to measure program success
Desired Skills & Experience
- Market Research
- Loyalty Program
- CRM system
- Database Administration
hr@roadsterdiner.com
