Description

JOB SCOPE:

1. Customer Relationship Management

• Support strategic marketing team with data expertise to manage customer relationship processes along customer journey
• Implement wholesales campaign/ segmentation/campaign execution via Sales Force
• Support team to monitor CRM activities/campaign of whole sales and retails
• Monitoring IT CRM System to ensure program works correctly based on CRM requirement
• Support to implement CRM activities along the customer journey
• Monitor and reporting of CRM activities
• Analyze Dealer CRM processes and align with strategic CRM processes

2. Customer Database Management

• Analysis customer insights from all data sources available and synergize all the inputs, together with the team, into specific and actionable business recommendations
• Support the monitoring / audit of data quality from retail networks mainly via dealer standards. The task includes training supports to dealer staff on database management and other CRM topics
• Update customer database upon the inputs form several resources and monitor data quality merged by Data Steward
• Regularly feedback the system status emphasizing on information quality and system efficiency
• Organize new customer report (welcome call) on time and efficiency coordinate & monitor results of welcome call
• Summarize customer profile and customer insight analysis from customer database and synergize all the inputs, together with the team, into specific and actionable business recommendations
• Measure Dealer Standard related to customer data/customer consent
• Agency steering on CRM Processes and Database Management

3. Customer Contact Center

• Support CCC to consolidate all training material for CCC to improve service quality
• Cooperate with CCC and internal department to refresh training for CCC team.
• Monitor test result of new CCC agent and existing CCC agent • Measure Dealer Standard related CCC

4. Others

• Manage implementation of CRM training and train dealer about dealer standard related to CRM
• Support MKT and CRM events as assigned
• Keep abreast of information and knowledge necessary for professional and personal development
• Issue PR/PO related to CRM

Qualifications

REQUIREMENTS:

• Bachelor degree or Master’s degree in Marketing Communication, Business Administration, Marketing major or Customer Relationship Management
• Good interpersonal skills and communication skills, collaboration and organization.
• Having ability to interact and cooperation with internal and external parties.
• Flexibility, creativity, dynamic, result oriented and time management skills.
• 1-2-year-experience in marketing/CRM business

SPECIFIC KNOWLEDGE:

• Know how to apply CRM systems (e.g. Salesforce), Roll out & Operation process, experience in Project Management -
• Fluency in both English and Thai language (oral and written)
• Know how to apply CRM systems (e.g. Salesforce), Roll out & Operation process, experience in Project Management
• Expert in Excel and Access is beneficial