Chief CRM & Customer Service

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.

Yêu cầu công việc

QUALIFICATION

• Graduate from university, major in Business, Marketing, or Hospitality.

• Fluent in English, proficiency in Microsoft Office;

• Experience: Minimum 5 years in CRM/CS Management.

• Data driven mindset

• Proven experience in Partnership or Business Development is a strong plus.

• Skills: Negotiation skill, Leadership skill, Net-working and relationship-building, ability to build and maintain long-term relationships with VIP customers

Benefits:

- The starting salary is negotiable, competitive, with periodic flexible salary increases

- Pay all kinds of insurance according to state regulations, add private insurance

- Other attractive employee benefits with stable and good working enviroment

Quyền lợi

• Thưởng: Tăng lương mỗi năm một lần, có cơ hội thăng tiến tốt
• Chăm sóc sức khoẻ: Pay all kinds of insurance according to state regulations, add private insurance
• Giải thưởng: Gói phúc lợi: lương tháng 13, lễ tết, sinh nhật, cưới hỏi…
• Khác: The starting salary is negotiable, competitive, with periodic flexible salary increases
  Other attractive employee benefits with stable and good working environment