Since then, we have expanded our portfolio beyond fashion and into various luxury fields including watches, jewelry and audio- visual technology brands including Patek Philippe, Hermès, Vacheron Constantin, Piaget, Chopard, Bottega Veneta, Saint Laurent, Hugo Boss, Kenzo, Bang & Olufsen. Tam Son currently operates a network of 60 stores in both Hanoi and Ho Chi Minh City. The company plays an important role in the development of Openasia Group.
Tam Son International JSC is a member of the Openasia Group, a multi- industry investment group established in 1994 in Vietnam. Tam Son was initially founded in 2005 with a mission to bring global luxury fashion brands to Vietnam.
Tam Son is proud to keep expanding with the most attractive benefits in the Luxury Retail Market.
*** SCOPE OF WORK
The Senior CRM executive is responsible for managing the organization’s CRM ensuring the company can make the most out of the marketing opportunities it offers.
Loyalty management
Monitoring CRM budget, tracking & following up with Brand retail team for CRM expense to be aligned with plan.
Streamline and automate fulfillment processes for member enrollment, member benefits, promotion fulfillment, and program reporting working closely with cross- functional supporting teams (product, analytics, technology, and other marketing functions).
Tracking monthly for birthdays of top VIPs and working closely with the Brand Retail team to ensure customer satisfaction.
Work with the analytics team to enhance the predictive value of our customer acquisition models
Design and manage communications strategy for the client focused on attracting, developing and retaining customers.
Lead ideation and conceptualization for program development and optimization, including process optimization.
Monitoring customer buying: active customers, inactive customers, lost customers and allocating CRM budget for each customer.
Define loyalty offer strategy in partnership with data and strategy teams to maximize ROI.
Customer experience management (CEM)
Work with retail team to improve customer satisfaction.
Working closely with Call Center team to get customers&039; feedback, analysis and solve customer queries.
Work alongside Brand Marketing team to support with store- level email marketing to drive footfall, including localized offers and event invites.
Training for sales team about CEM, store service standard.
Customer Commitment: Monitoring of Customer Complaints, Customer Satisfaction Goodwill maintenance.
Proposing and tracking Customer Care programs to enhance customer satisfaction, customer loyalty & retention.
Identification of customer touch point; Analysis, implementation of measures and report of results.
Partnership
Execution of sales strategies to create viable sales pipelines and management of sales opportunities from lead generation to closure.
Develop relationships with key partners to maximize business, identify cross- sell touch points, and proactively seek opportunities to deepen the relationship with said partners.
Prospect, qualify, develop, acquire, and maintain new business with total internal and external partnership.
Other tasks assigned by Manager
*** REQUIREMENTS:
At least 3 – 5 years of work experience.
Bachelor’s degree in economics, commerce or relevant fields.
Advanced knowledge of Customer service, and customer satisfaction.
Ability to present data and information in a simple and concise way.
Working experience in CRM departments in the fashion, and beauty industry is an advantage.
Hands- on experience with CRM software, customer service software and MS Excel.
*** WHAT WE OFFER:
Training section and rotation opportunities within subsidiaries.
Annual performance review.
Premium health care insurance.
Sponsored sports activities.
Discount of 30- 50% for Group&039;s products.
Professional and creative working environment with up- to- date equipment.
Competitive salary packages with fixed 13th- month salary and performance bonus.
