Impact on the Business / Function:
* Record & monitor client activities on both CRM platform & mobile application performance, provide analysis to support and improve client program performance.
* Analytics to Standardize all CRM core processes/workflow.
* Utilize data analytics to optimize promotional programs based on customer behaviors, achieving cost reduction while increasing user growth and retention.
* Monitoring & and suggesting solutions to improve customer database integrity when required
* Supervise Loyalty Cut- off Roadmap transition, and prepare client data risk management during the transition.
* Plan and implement all CRM projects with the channel to deliver a highly efficient CRM and analytics platform to increase profitability and sales numbers for all products and sales forces.
* Work closely with IT to ensure our CRM systems, data capture, and other processes are fully optimized
* Understand the data requirements of the team to drive the most effective campaigns with a focus on constant improvement and conversion
* Define, implement, and manage the executive planning and strategies of the Loyalty Program, Referral Program, app/web push notification, and SMS.
* Continuously monitor and analyze key performance indicators (KPIs) related to growth initiatives.
* Managed and segmented the customer data, then designed personalized and relevant communication strategies for different groups.
* Analytics to run initiatives/campaigns across all sales channels, including E- Commerce and online channel.
* Identifying customer needs and taking proactive steps to maintain positive experiences.
* Prepare Data analysis about Client Profile by brand and by product category on weekly & monthly basis, read between the lines to provide insights
* Conduct deep- dive analytic and actionable insights relative to the app and campaign performance, customer retention, acquisition, and other desired performances.
* Aligning customer experience strategies with marketing initiatives and informing customers about new product features.
* Analytics to utilize customer data to actively prepare product treatments to optimize value for both customer and brand in line with our customer propositions.
Customers / Stakeholders:
* Research and implement existing and new user acquisition and retention methods to drive user and revenue growth.
* Deliver support to sales channels to create/ maintain/expand customer relationships
* Measure and report the performance of paid and organic campaigns, and assess against goals (KPIs).
* Manage paid, owned, and earned channels to deliver communication goals as well as acquire, convert, and retain users.
*Analytics in providing high- quality, customer- driven, support function
* Identify trends and audience insights; optimize spend and performance based on the insights.
* Implement and evaluate A/B tests and experiments to optimize conversion rates and improve the user experience throughout the customer journey.
* Brainstorm with the brand team on ad text, email copy, landing page text, social posts, creatives, etc.
* Review & improve the process for providing leads sales teams in a timely manner
* Analytics to execute the analysis and use information gathered to develop strategies to optimize the customer experience.
* In some projects / assigned areas, act as main contact point for ASP on CRM and analytics related matters.
* Measure and report the performance of paid and organic campaigns, and assess against goals (KPIs).
