Assistant Customer Loyalty Manager
Terry SA Inc.
- Makati, Philippines2293 Chino Roces Avenue , Makati, Metro Manila, PhilippinesMakatiMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Job closed.
Job Description
The position will lead the Customer Relationship Marketing team in driving the development and execution of effective CRM strategies, programs and best practices for the assigned portfolio of brands, to enhance brand value, maximize product and brand performance, to support overall business objectives.
Customer Database Management – to ensure integrity, freshness and relevance of data
- Identifying customer database sources and developing data population and improvement plans for all brands
- Management of all brand databases - maintenance (via regular cleanups and rating) and brand use
- Ensuring the security (stewardship of who gets access) and back-up of databases
- Taking the lead in the project management of the CAPSULE by TSA nationwide lead generation and POS integration program
- Communications and Campaign Management – to ensure personalized, relevant and timely communications to customer database
- Developing appropriate creative materials, messages, promos/programs, and other relevant executions for the CAPSULE by TSA and brand CRM communication plans
- Identifying and using the proper communications channels (email, SMS, SNS, etc) based on brand objective
- Developing and executing targeted communications per customer segment to achieve specific objectives per segment, as aligned with overall CRM and brand directions
- Blasting a monthly newsletter for all CAPSULE by TSA brand updates and post-event coverage
- Taking the lead in the project management of First Dibs (and other similar customer events)
Customer Data Analysis and Reporting – to develop actionable recommendations based on data analysis
- Segmentation and profiling of customers based on lifecycle/value, demographics, and purchase behavior
- Identifying opportunities for growth based on customer data
- Managing customer report systems (whether existing or to be built) in coordination with IT
- Defining customer reports templates in consultation with Marketing and sending reports on a regular basis to concerned stakeholders, both internal (TSA) and external (sub-distributors)
- Producing ad-hoc reports based on stakeholder inquiries
Customer Analytics (for future)
- Identifying business problems that can be solved by applying advanced analytics techniques
- Serve as a project manager for the Analytics and IT Teams in model development, model maintenance and business application
Customer Care Program Management
- Setting the direction for TSA/per brand Customer Care and short-term objectives based on solid market insight
- Identifying improvement opportunities for currently operational Customer Care programs and policies
- Producing training and standardized materials for retailers (Customer Care Manual, training decks, spiels) together with the Customer Service team
- Overseeing of Customer Service team's daily tasks, projects, and reports
CRM Operations Management
- Management of day-to-day operational tasks such as budgeting, contracting manpower services (encoder, staff for events) and other admin procedures
- Managing and developing the CRM team
- Staying abreast of global CRM developments (social trends, technology) for application to TSA CRM
Minimum Qualifications
- Candidate must possess at least Bachelor's/College Degree in Commerce, Marketing, Advertising/Media or equivalent.
- At least 4 Year(s) of working experience in the related field is required for this position
- A combination of Marketing, technical and statistical skills. Must have an inquiring and analytical mind
- Must have a good understanding of Customer Relationship Management principles
- Must have at least 4 years experience on Marketing, CRM, lifecycle management or relationship marketing
- Must have working knowledge of database systems and analytical tools such as SPSS and SAS
- Must be adept in creating customer reports and profiles: demographics, behavioral and transactional reports
- Must have basic statistical knowledge
- Must be proficient in Excel and PowerPoint
- Must have excellent communication, writing/editing and project management skills
- Must have excellent people and staff management skills
Jobs Summary
- Job Level
- Mid-Senior Level / Manager
- Job Category
- Sales and Marketing
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- 2293 Chino Roces Avenue, Makati, Metro Manila, Philippines
About Terry SA Inc.
TERRY S.A. Inc. is a lifestyle-creation company established in 2003 with an exciting portfolio fashion brands like Havaianas, Dupe, Thread 365 plus unique retail concepts like Aura Athletica, Common Thread.
Why Join Us
Terry SA will give you a chance to learn the ropes in brand and retail marketing, public relations, brand development, product design, merchandising, graphic designs, sales, finance, information technology and human resources.
At Terry SA, we welcome fresh ideas, collaborative minds and enthusiastic individuals.