Maison Retail Management International ★ 4.1

JOB BRIEF
We are looking for an organized and pro- active CRM Loyalty Executive to join our team. This role will focus on supporting the execution of loyalty programs, ensuring smooth customer communications for Loyalty- related, and collaborating with internal teams to drive engagement and enhance the customer experience. The ideal candidate will be detail- oriented, have strong communication skills, and be able to manage multiple tasks efficiently.
JOB RELATION

Major external communications: CRM vendors.
Major internal communication: Brand, Shop, E- com, Marketing, CX, CS.
Direct superior: CRM Loyalty Specialist & CRM Manager.

DETAILED JOB DESCRIPTION
Manual App Push & Reporting

Collaborate with Marketing Digital team and Marketing team to craft engaging push notification content (New collection, Events, Promotional campaigns), targeting the right customer segments.
Monitor app push performance, analyzing open rates, click- through rates, and overall impact.
Execute manual app push notifications for Maison campaigns and Loyalty updates.
Prepare reports summarizing push notification results and recommend improvements.

App Content & Communication Strategy

Provide insights and suggestions for optimizing cross- channel communication to increase app installs and member participation.
Assist in planning and scheduling loyalty- related app content, including banners, announcements, and promotions.
Ensure communication strategies are personalized and targeted to relevant customer segments.
Work closely with Marketing Digital team and Marketing team to plan and align content on the app, ensuring a seamless messaging and consistent customer experience.
Collaborate on strategies to promote app features and loyalty programs on social media platforms (e.g., Facebook, Instagram), leveraging eye- catching visuals and engaging captions.

Audit Loyalty Knowledge

Partner with Customer Experience (CX) team and L&D team to review, provide training material and strengthen loyalty- related knowledge for the shop staffs and related teams.
Ensure staff understand loyalty program mechanics, promotions, and customer inquiries.
Gather feedback from shop staff to identify any gaps in loyalty knowledge and propose solutions.

Loyalty Feature & System Testing

Document test results and help troubleshoot minor system errors during UAT (User Acceptance Testing).
Ensure loyalty- related app functions, such as coin redemption, birthday rewards, and push notifications, work as intended.
Report any bugs, inconsistencies, or issues found during testing to the CRM Loyalty Specialist and CRM Manager.
Assist in testing new loyalty features and system updates by executing test cases provided by the CRM Loyalty Specialist.

General Support for Loyalty Program

Support the CRM Loyalty Specialist in reporting, customer segmentation, and campaign planning.
Assist in loyalty program operations, ensuring seamless execution of campaigns and promotions.
Help troubleshoot any customer issues related to loyalty programs, liaising with relevant teams as needed.

SMS Loyalty Reconciliation & Paperwork

Prepare and manage SMS campaign paperwork, ensuring all approvals and documentation are completed accurately and on time.
Coordinate with vendors to schedule SMS sends.
Track and report on SMS campaign performance, including delivery rates, open rates, and customer responses.

Strong project management skills, excellent communication and collaboration abilities.
Have experience in CRM tools and app push notification platforms (Insider, FPT, VIHAT, etc.) is a plus.
Strong analytical skills with great detailed- orientation and data- driven mindset.
Strive for impact and high performance. Hunger for success.
1+ years’ experience in CRM, Loyalty Programs, or Digital Marketing.
Good sense of design is a plus.
Bachelor&039;s Degree in Business, Marketing, or related fields.

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Cập nhật gần nhất lúc: 2025-03-14 23:35:02