Senior Customer Care and Loyalty dept
Crepaway
Total years of experience :11 years, 1 Months
▪ Develop long-term customer loyalty strategy, overall and by segment, based on clear customer insights to drive desired guest behavior ▪ Understand and respond to the needs of current guests as well as develop plans to attract new customers ▪ Drive overall loyalty effectiveness and efficiency, marketing investment and resources through prioritization of initiatives and identification of operational improvements ▪ Create and manage Loyalty & membership communication and lifecycle programs, from acquisition to retention ▪ Liaise with internal departments (e.g. Marketing, Communication) and outlets, to deliver integrated marketing programs and marketing campaigns across lines of business, marketing channels, and customer segments ▪ Liaise with Loyalty Program vendor and internal IT department to implement front end portals and back end functional improvements ▪ Work closely with internal business partners (e.g. Customer Service, Operations) and external partners to ensure seamless execution of program elements ▪ Ensures that Care department aims to satisfy its customers' needs ▪ Helps to develop a Customer Service policy for the entire organization ▪ Meets with other managers to discuss possible improvements to Customer Service ▪ Is involved in CS Executive recruitment and appraisals ▪ Trains CS Executive and new hired Managers and Team Leaders to deliver a high standard of customer service ▪ Tracks and compiles the customer’s feedback reports on a monthly basis ▪ Answers guests inquiries in an efficient and professional manner ▪ Contributes to the offline Marketing activities along with the MKTG/ COM team as well as the Social Media Agency