CRM Manager 客户关系管理经理

Major Responsibilities and Objectives

:

1.In charge of the establishing and optimizing of the CRM related systems, processes, programmes, and regulations

1、负责建立和优化CRM相关系统、流程、计划和规章制度。

2.Lead the team, including DA&I team, Customer service team and VIP team to offer competitive services and loyalty programmes to customers and achieve key CRM goals.

领导团队，包括数据分析与洞察（DA&I）团队、客户服务团队和VIP团队，提供有竞争力的服务和忠诚度计划，达成关键的CRM目标。

3.Evaluate and analyses programme effectiveness and recommend future business actions and decisions

评估和分析项目的有效性，并建议未来的业务行动和决策。

Major Tasks & Activities

:

1.Establish and continually optimize the CRM related systems, processes, programms, and regulations and responsible for the management of CRM team, including DA&I team, Customer service team and VIP team.

建立和持续优化CRM相关系统、流程、计划和规章制度，负责管理CRM团队，包括数据分析与洞察（DA&I）团队、客户服务团队和VIP团队。

2.Formulating and implementing the CRM strategies to ensure the CRM KPI to be achieved, including the CRM membership numbers, CRM Captured sales, CRM captured sales ratio, CRM active ratio, etc.

制定和实施CRM战略，确保达成CRM KPI，包括CRM会员数量、CRM捕获销售额、CRM捕获销售比率、CRM活跃比率等。

3.Responsible for the CRM related budgeting and cost management.

负责CRM相关的预算和成本管理。

4.Responsible for the management and improvement of the CRM loyalty programme, including CRM member benefits by tiers and points reward system.

负责管理和改进CRM忠诚度计划，包括根据会员等级提供会员福利和积分奖励系统。

5.Supervise the operation of VIP lounge, customer Service center and valet parking to make sure high-standard service are properly delivered, review the performance and improve accordingly

监督VIP休息室、客户服务中心和代客泊车的运营，确保高标准服务的正确交付，评估绩效并进行改进。

6.Responsible for the enhancement and improvement of customers’ digital shopping experience and membership experience through creative cross-department cooperation and third-party collaboration

通过跨部门创造性合作和第三方协作，提升和改进客户的数字购物体验和会员体验。

7.Seek opportunities for partnerships for offers to the members to boost desirability and stickiness of the loyalty program.

寻找合作伙伴机会，为会员提供优惠，以提高忠诚度计划的吸引力和粘性。

8.Regularly conduct CRM activities, points redemption campaigns, sales promotion activities, and other CRM member exclusive activities and events to ensure CRM member’s experience.

定期开展CRM活动、积分兑换活动、促销活动及其他CRM会员专属活动，以确保CRM会员的良好体验。

9.Leverage digital tools for effective data analysis for precise marketing activities.利用数字工具进行有效的数据分析，以进行精准的营销活动。

10.Initiate and organize surveys to find customer insights on CRM related topics; identify key trends of customers' shopping behaviors and patterns.

发起并组织调查，了解客户对CRM相关主题的见解，识别客户购物行为和模式的关键趋势。 

11.Perform other duties as assigned to address business needs.

执行其他指定任务以满足业务需求。

12.Work closely with customer experience teams to design, digitalize and the customer journey.

与客户体验团队紧密合作，设计和数字化客户旅程。

13.Managing the development of digital assets, journey workflow and automations in sales force

管理数字资产的开发、工作流程和销售中的自动化。

14.Degree holder in marketing or related business discipline preferable. Overseas education is a plus.

优选拥有市场营销或相关商业学科的学位。具有海外教育背景者优先。

Skills, Qualifications and Experience Requirements

1.8-10 years relevant experience in CRM and loyalty program management preferably in luxury industry.

8-10年CRM和忠诚度计划管理相关经验，优选奢侈品行业经验。

2.Strong in initiating online and offline CRM and loyalty program campaigns with data support.

擅长在数据支持下发起线上和线下CRM及忠诚度计划活动。

3.Proficiency in related digital marketing technologies

了解相关数字营销技术。

4.Data driven, proactive, self-motivated, innovative.

数据驱动，积极主动，自我激励，富有创新精神。

5.Strong interpersonal skills, with the ability to build and maintain relationships with stakeholders at all levels.

强大的人际交往能力，能够与各级利益相关者建立和维护关系。

6.Excellent time management skills, ability to meet deadlines, strong attention to detail.

出色的时间管理技能，能够按时完成任务，注重细节。

7.Excellent verbal and written communication skills in both Chinese and English will be highly preferable.

中英文口头和书面沟通能力优秀者优先。

8.Strong sense of aesthetics, luxury, lifestyle and have attention to details.

对美学、奢侈品和生活方式有强烈的感知力，并注重细节。

9.Responsible, organized, self-motivated and a team player.

负责、组织有序、自我激励，且具有团队合作精神。

10.Work irregular hours when required.

根据需要工作不定时。

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HRoot 2021, 2023和2024年度卓越雇主

HRoot 2024年度卓越社会企业

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