Customer Sale Supervisor

* CRM
- Develop and plan an omni-channel CRM platform structure that will effectively manage customer database across all customer touch-points and support Marketing, Sales and Customer Service activities.
- Formulate and optimize CRM strategies and plan the implementation of CRM activities across all brands within Maison; Work closely with all departments to ensure the CRM works seamlessly for all aspects of the company.
- Establish and coordinate collaborative CRM activities/ joint loyalty schemes with strategic partners
- Design and deploy Maison loyalty program to improve customer retention, customer engagement, and establish positive worth of mouth.
- Provide research and analysis of customer insight, customer experience metrics to enhance customer-centric Marketing strategies and other business demands.
- Ensure the database is segmented effectively for targeted marketing activities.
- Manage customer communication via CRM & CS teams to support marketing activities.
- Work with IT to design and maintain a reliable customer database that supports the customer data requirements of all stakeholders in the company.
* Customer Services
- Improve processes, procedures and standards for Customer Service of Maison (including customer support and after-sale service);
- Monitor customer service processes to ensure Service Level Standard protocols are always followed by all departments and irregularities are handled on a timely manner.
- Lead Customer Service team to ensure excellence & consistent customer experience.
- Track customer satisfaction and alert to related function team to take action.
- Make sure that Customer service and CRM reports are accurately delivered
- Keep ahead of industry’s developments and apply best practices to areas of improvement
* Partnership
- Cultivate business opportunities countrywide with existing and prospective strategic partners/ sponsors.
- Build up partnership panel and partnership calendar to support for brand marketing activities and business demands.
- Facilitate meetings with sponsors and follows up on all details to align the need of both parties; finalize sponsorship agreements and contracts.