1. CRM planning and management
- CRM strategy and CRM ecosystem/programs development to active the current consumer base and enlarge high quality TA consumer base growth with high retention rate, to achieve KPI and benefit to sales and business.
- Operate and optimize membership program to boost repurchase rate, frequency and ARPU.
- Provide relevant communication content for different target customers via SMS and others based on lifecycle stage.
- Resolve customers’ feedback/complain/complaint related with brand membership club.
2. Database management
- Support business target breakdown through data analysis and campaign optimization.
- Conduct by TA segments and propose solutions to improve KPIs
- Track CRM KPIs (repurchase rate, ARPU, active rate) and provide actionable insight.
- Monitor the consumer behavior change to improve purchase conversion and investment ROI. Explore and find business growth opportunities from consumer data analysis.
3. CRM reporting
- Preparing regular CRM reports and analyzing the data to amplify members acquisition, conversion, retention, and reactivation.
- CRM programs intelligence collection from competitors for improving and establishing a competitive CRM program.
4. Retail and digital marketing activations
- Support Manager to coordinate and diversify all CRM program initiatives and activities (e.g. member week, lifecycle SMS, WeChat interactions)
- Work closely with brand communication team and Biz team by out-site and in-site CRM campaign to recruit new member and improve existing member convert rate to help achieve sales target.
- Budget/ROI management and KPI management.
