Customer Relationship Manager

2 months ago

Philippines Radix HR Full time


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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