Lotte Mart Việt Nam

Mô tả Công việc

Tam Son International JSC is a member of the Openasia Group, a multi-industry investment group established in 1994 in Vietnam.

Established in 2005, Tam Son serves as a bridge between the elite class in Vietnam and global luxury brands, celebrating creativity and values deeply rooted in craftsmanship. With a reputation built overtime, Tam Son continually expands its brand portfolio, asserting a strong position in the fields of Fashion, Watches & Jewelry, Lifestyle and Beauty. Gradually, Tam Son evolves into a curator of premium experiences, honoring beauty and becoming our customers’ companion to discover inspiration.

For more information, please visit: https://career.openasiagroup.com/

We are seeking a passionate and dedicated CRM Executive to join our team. The ideal candidate will play a pivotal role in nurturing and expanding our VIP tier through strategic loyalty activities. Your mission will be to cultivate enduring relationships with our most valued clients, ensuring unparalleled satisfaction and engagement. By performing meticulous data analysis and implementing innovative CRM initiatives, you will elevate the personalized experience for our VIP clientele, driving both retention and advocacy. Your dedication to excellence will not only uphold our brand's reputation for unmatched luxury but also propel us towards new heights of customer loyalty and satisfaction.

Loyalty Program Management:

• Execute loyalty programs tailored to VIP clients, ensuring they feel valued and appreciated

• Implement personalized communication strategies to enhance client engagement and satisfaction

• Monitor program effectiveness through metrics and feedback, making data-driven adjustments as necessary

• Help with logistics, guest list management, communication, coordination & ROI of VIP events

• Oversee gifting inventory and track CRM spending budget

Data Analysis and Insights:

• Client database maintenance, deduplication & data capture process optimization

• Utilize CRM tools to analyze client data and behavior, identifying opportunities for targeted marketing and service improvements

• Generate reports and insights to inform strategic decisions aimed at maximizing client retention and lifetime value

• Track KPIs and measure the success of CRM initiatives

Cross-functional Collaboration:

• Collaborate closely with marketing, sales, and client experience management teams to align CRM strategies with overall business objectives

Loyalty Program Management:

• Execute loyalty programs tailored to VIP clients, ensuring they feel valued and appreciated

• Implement personalized communication strategies to enhance client engagement and satisfaction

• Monitor program effectiveness through metrics and feedback, making data-driven adjustments as necessary

• Help with logistics, guest list management, communication, coordination & ROI of VIP events

• Oversee gifting inventory and track CRM spending budget

Data Analysis and Insights:

• Client database maintenance, deduplication & data capture process optimization

• Utilize CRM tools to analyze client data and behavior, identifying opportunities for targeted marketing and service improvements

• Generate reports and insights to inform strategic decisions aimed at maximizing client retention and lifetime value

• Track KPIs and measure the success of CRM initiatives

Cross-functional Collaboration:

• Collaborate closely with marketing, sales, and client experience management teams to align CRM strategies with overall business objectives

• Coordinate with retail operations to ensure seamless execution of VIP client services across all touchpoints

• Work closely with the IT department to build up, integrate and optimize CRM systems

Continuous Improvement:

• Stay abreast of industry trends and best practices in CRM and luxury retail

• Proactively suggest and implement enhancements to CRM processes and loyalty initiatives to drive continuous improvement

Yêu Cầu Công Việc

This role demands a strategic thinker who is passionate about luxury retail, possesses exceptional relationship-building skills, and thrives in a dynamic, customer-centric environment 

• Customer connectedness and customer centric mindset 

• Proven experience in CRM, preferably within the luxury retail sector 

• Demonstrated success in managing VIP client relationships and loyalty programs 

• Exceptional interpersonal and communication skills, capable of engaging with high-profile clients effectively 

• Strong analytical mindset with the ability to interpret data and draw actionable insights 

• Ability to manage multiple priorities and deadlines in a fast-paced environment 

• Creative thinker with a passion for developing innovative CRM strategies to enhance client satisfaction and loyalty 

• High level of attention to details 

• Proficiency in CRM software and Microsoft Office Suite 

• Bachelor’s degree in Marketing, Business Administration, or a related field; additional certifications in CRM or Client Experience Management are advantageous 

• Business proficient English (B2 Business Vantage or IELTS 6.5)