You drive the Loyalty program and support sales linked activities in collaboration with the Sales team according to ACFC values, standards, policies and procedures
Loyalty management (50%)
As the CRM Loyalty Team Leader you contribute to added customer value, a strengthened brand and increased selling by ensuring a strong Loyalty function.
Collaborate with the Data Analysis team to improve customer acquisition and journey predictability.
Monitor customer behaviors, including active, inactive, and churned customers.
Develop and manage a customer- focused communication strategy to attract, nurture, and retain clients.
Manage the CRM budget and ensure alignment with planned expenses through tracking and coordination with the Brand retail team.
Lead brainstorming and conceptualization for program enhancement and optimization, including process streamlining.
Automate and streamline member enrollment, benefit delivery, promotion fulfillment, and program reporting in collaboration with cross- functional teams (product, analytics, tech, and marketing).
Partnership (30%)
Establish and manage customer benefits through internal and external partnerships.
Cultivate relationships with strategic partners to enhance business outcomes, identify cross- selling opportunities, and actively explore ways to strengthen these partnerships.
Create the Rewards Page, which includes the gift exchange feature, on both the ACFC App and Website.
Strategically coordinate collaborations and benefits exchanges with partners to improve the cost- efficiency and effectiveness of the loyalty program.
Customer experience management (CEM) (20%)
Identify customer touchpoints, analyze, implement measures, and report results.
Monitor and manage customer complaints, goodwill maintenance, and customer satisfaction.
Work closely with the Call Center team to collect customer feedback, analyze it, and address customer queries.
Propose and track Customer Care programs to boost customer satisfaction, loyalty, and retention.
Collaborate with the retail team to enhance customer satisfaction, including conducting surveys for journey satisfaction (CSAT and NPS).
