Responsibilities:
- Customer Lifetime Value: Set up systems and processes to track and maximize Customer Lifetime Value
- Omni-channel CX: Design and govern a unified Customer Experience framework across stores, hotline, and digital channels
- Build Co-Marketing Initiatives: Expanding brand reach through value-added partnerships (Ex-Zalo Pay, Momo)
- Service-to-Sales Transformation: Transform the current hotline service-and-sales touchpoint through script optimization and QA to enhance conversion and overall CX
- MarcTech: Personalization of different loyalty programs via ZNS with A/B Testing to improve deliverability & conversion
Requirements:
- Must have 6 – 8 years of progressive experience in CRM, Loyalty, or CX Management, preferably within the high-growth Beauty Retail sectors
- Proven record of accomplishment in designing customer journeys that bridge the gap between brick-and-mortar and digital platforms.
- Hands-on experience with marketing automation tools and a deep understanding of lifecycle marketing logic
- Proven ability to drive high-quality surveys with exciting customers to help drive Repeat Purchase Frequency and Membership Tier Migration
- Understands fundamentals of CRM & CX in the context of a Mid-Size Organisation and understands the beauty category
- Data-to-Insight analyst: Ability to interpret complex dashboards and convert data into cross-functional action plans