Lady Hill Sapa Resort

Mô tả Công việc

1. Develop and implement an annual Customer Care Plan for each brand to retain old customers and increase the rate of returning old customers.

• Coordinate with the Customer Service Department to develop Customer Loyalty programs and budgets for customer groups.
• Monitor, deploy and evaluate Customer Loyalty programs and activities.
• Collect, track and evaluate customer data throughout the entire business system.
• Analyze and manage customer information.
• Build & implement customer care activities, maintain loyalty throughout the system.
• Deploy and coordinate with other department to deliver of effective customer activities.

2. General Duties: Coordinate with the Company/relevant branches/stores to resolve customer complaints for each specific case and issue system warnings to improve the quality of customer service at the system.

3. Partnership Activity: Expand and develop new customers & new revenue sources through building Partnership activities.

4. Improve customer experience - CX:
- Build and deploy general CX activities throughout the system and specific activities in each region to improve customer experience.
- Coordinate with departments and stores to build and implement solutions to improve Voice of customer index.
- Effective CX budget management

5. Other tasks as directed by superiors

Yêu Cầu Công Việc

• Bachelor degree in Business Management, Marketing or related field
• At least 3 year of experience in the same position, fashion retail industry experience preferred
• Have knowledge about customers, physoclogy and experience in CRM functions.
• Computer soft skills.
• Able to work under high pressure environment and work efficiently to meet deadlines
• Ability to work independently or good sense of team-work
• Negotiation, communication and interview skills
• Good control of documents