MAIN PURPOSE             

The CRM executive will work with Shiseido Singapore prestige brand manager and regional team to consolidate and sharpen brand CRM strategy, to dig out business chance through data insight, and to create business value by leveraging LMS system.

KEY RESPONSIBILITIES

1.         Brand CRM strategy support

-           Support line manager and brand team to form a tailor-made brand CRM strategy, make sure the strategy is suitable for better & smoother consumer experience and can drive business value to brand, uplift consumer recruitment and retention.

-           Design a comprehensive member engagement plan comprising a range of exclusive benefits, rewards, giveaways, privileges, and engage regularly with members to foster a sense of community and affinity.

-           Maintain and optimize brand CRM consumer lifecycle and communication plan, to prolong consumer life value and boost consumer engagement.

2.         CRM Campaign Design and Support

-           Develop effective campaign strategy/segmentation/ member benefits with brand team to help member recruitment and retention.

-           Design consumer journey and data flow for CRM campaigns, make sure all data are trackable and flowing correctly into brand data pool.

-           Work closely with brand team to make sure all CRM campaigns are properly conducted, coordinate CRM agencies in campaign execution.

-           Support brand team in customer service-related issues, identify questions and provide solutions, coordinate with brand team/CRM agencies to make sure problems are well solved.

3.         System follow up & Data analysis

-           Managing post-campaign performance tracking and analysis, generating campaign report for further analysis and improvement plans.

-           Liaising with regional team on LMS system, help to make sure data integrity, upholding report accuracy and make sure reporting requirements from SS team are supported by related teams.

-           Work with brand team and CRM agencies to set up automated lifecycle communication in LMS system based on customer segmentation and touch points.

4.         Market research and analysis

-           Conduct market research to monitor competitor latest campaigns, to analysis and summary key points and takeaways for SS team

-           Leveraging CMI platform to track brand/consumer trends, propose solutions for consumer operation.

5.         CRM operation coordination

-           Work with brand team on customer inquiry regarding member account /points/benefits, etc. Diagnose/analysis problem potential cause and coordinate with CRM agency to solve the case.

6.         Ad-hoc assignment from line manager