Customer Relationship Management (CRM) Specialist

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Job Description:

The Customer Relationship Management (CRM) Management Specialist supports the execution of CRM campaigns in key segments across Asia. This is a role in a dynamic work team driving business performance and customer engagement initiatives through differentiated marketing tactics. S/he is responsible for the execution of CRM programmes, management of CRM budgets, as well as data analyses and insights which contributes to evaluation and refinement of CRM programs, and strategic analyses and research driving program innovation and improvement. S/he also provides project management support by managing key program execution components including customer segmentation, coordination of tasks with agencies, cross functional teams and/or vendors etc.

Job Responsibilities:

1. Facilitate implementation plans for successful execution of relationship marketing activities for countries in Asia through coordination with key stakeholders and management of internal data.
2. Create (with the support of the CRM Supervisor) strategic analyses based on secondary research, regional internal research, and customer data analyses which will lead to CRM program innovation and continual improvement.
3. Support CRM program design and forecasting work based on various business goals and across different communication channels with focus on digital platforms.
4. Manage the CRM budget, ensuring timely submission of purchase orders and chargebacks with Corporate stakeholders.
5. Maintain a database of customer information that includes profiling data (i.e. segment, shipping trends etc.) and performance of CRM-related activities.
6. Report and monitor performance of campaigns, through UPS data systems and develop a model approach towards measuring the results of marketing initiatives, routinely offer insights regarding any variance from expected performance or for future enhancements.
7. Analyze data on customer relationships and identify gaps for penetration opportunity.
8. Generate related reports/analysis and presentations to management for consideration/review/approval.

Job Requirements:

1. Possess a Diploma or Bachelor's Degree in Business, Marketing, Statistics, Finance or Strategy disciplines.
2. Three years working experience in similar job capacity preferred.
3. Fast learner, proactive team player and ability to work in a fast-paced environment.
4. Proficient in database knowledge with strong data mining skills.
5. Strong organizational and problem-solving skills.
6. Good communication skills i.e. able to convey requirements clearly and interact independently with both internal and external customers.
7. Proficiency of MS Office applications, especially Excel and Access.

Employee Type:

Permanent

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