Chief CRM & Customer Service

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JOB DESCRIPTION 1. CRM & Loyalty Strategy • Strategic Data Management: Lead and optimize the customer database system to ensure data accuracy and effective segmentation for marketing campaigns. • Loyalty Program Excellence: Design and implement loyalty initiatives, including membership classification, point systems, and exclusive VIP programs (VIP Day, Member’s Day). • Data Insights & Reporting: Analyze CRM expenditures, voucher performance, and customer behavior to provide strategic recommendations to the Board of Directors. 2. Partnership & Strategic Cooperation • Partner Acquisition: Proactively identify and connect with high-end partners (Banking, Luxury Hotels, Airlines, Golf, F&B, Wellness, etc.) to expand Diamond Plaza’s ecosystem. • Cross-Promotion: Negotiate and implement cross-promotion programs to provide exclusive benefits for Diamond Plaza members and attract new high-net-worth customers. • Sponsorship & Co-branding: Secure partnerships for events at MVG Lounge or large-scale Mall events to optimize costs and enhance brand prestige. 3. Premium Service Operations • Touchpoint Management: Oversee all premium customer contact points (CRM Desk, Diamond Lounge, Reception) to ensure a 5-star service experience. • Policies & Standards: Establish, audit, and refine customer service policies and SOPs for the entire center. • Crisis Management: Final point of escalation for complex customer issues. 4. Training & Team Management • Service Mindset Leadership: Lead training programs for internal and outsourcing staffs on luxury hospitality and complaint handling. • Team Development: Set KPIs, inspire a service-oriented culture, and develop team members through coaching. • Customer Touchpoint Mastery: Demonstrate a deep-rooted service mindset and the professional capacity to mentor and educate teams on optimizing every stage of the customer journey. • Ngày làm việc: T2 - T7 • Giờ làm việc: 09:00 - 18:00 • Cấp bậc: Có kinh nghiệm • Loại công việc: Toàn thời gian