HCM – CRM Loyalty Executive/ Customer Relation Management Loyalty Executive

JOB BRIEF

We are looking for an organized and pro-active CRM Loyalty Executive to join our team. This role will focus on supporting the execution of loyalty programs, ensuring smooth customer communications for Loyalty-related, and collaborating with internal teams to drive engagement and enhance the customer experience. The ideal candidate will be detail-oriented, have strong communication skills, and be able to manage multiple tasks efficiently.

JOB RELATION

1. Direct superior: CRM Loyalty Specialist & CRM Manager.
2. Major internal communication: Brand, Shop, E-com, Marketing, CX, CS.
3. Major external communications: CRM vendors.

DETAILED JOB DESCRIPTION

Manual App Push & Reporting

• Execute manual app push notifications for Maison campaigns and Loyalty updates.
• Collaborate with Marketing Digital team and Marketing team to craft engaging push notification content (New collection, Events, Promotional campaigns), targeting the right customer segments.
• Monitor app push performance, analyzing open rates, click-through rates, and overall impact.
• Prepare reports summarizing push notification results and recommend improvements.

App Content & Communication Strategy

• Work closely with Marketing Digital team and Marketing team to plan and align content on the app, ensuring a seamless messaging and consistent customer experience.
• Assist in planning and scheduling loyalty-related app content, including banners, announcements, and promotions.
• Ensure communication strategies are personalized and targeted to relevant customer segments.
• Collaborate on strategies to promote app features and loyalty programs on social media platforms (e.g., Facebook, Instagram), leveraging eye-catching visuals and engaging captions.
• Provide insights and suggestions for optimizing cross-channel communication to increase app installs and member participation.

Audit Loyalty Knowledge

• Partner with Customer Experience (CX) team and L&D team to review, provide training material and strengthen loyalty-related knowledge for the shop staffs and related teams.
• Ensure staff understand loyalty program mechanics, promotions, and customer inquiries.
• Gather feedback from shop staff to identify any gaps in loyalty knowledge and propose solutions.

Loyalty Feature & System Testing

• Assist in testing new loyalty features and system updates by executing test cases provided by the CRM Loyalty Specialist.
• Report any bugs, inconsistencies, or issues found during testing to the CRM Loyalty Specialist and CRM Manager.
• Ensure loyalty-related app functions, such as coin redemption, birthday rewards, and push notifications, work as intended.
• Document test results and help troubleshoot minor system errors during UAT (User Acceptance Testing).

General Support for Loyalty Program

• Assist in loyalty program operations, ensuring seamless execution of campaigns and promotions.
• Support the CRM Loyalty Specialist in reporting, customer segmentation, and campaign planning.
• Help troubleshoot any customer issues related to loyalty programs, liaising with relevant teams as needed.

SMS Loyalty Reconciliation & Paperwork

• Prepare and manage SMS campaign paperwork, ensuring all approvals and documentation are completed accurately and on time.
• Coordinate with vendors to schedule SMS sends.
• Track and report on SMS campaign performance, including delivery rates, open rates, and customer responses.