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
Direct superior: CRM Loyalty Specialist & CRM Manager.
Major internal communication: Brand, Shop, E-com, Marketing, CX, CS.
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.
Job Requirement
Bachelor's Degree in Business, Marketing, or related fields.
1+ years’ experience in CRM, Loyalty Programs, or Digital Marketing.
Have experience in CRM tools and app push notification platforms (Insider, FPT, VIHAT, etc.) is a plus.
Strong analytical skills with great detailed-orientation and data-driven mindset.
Strong project management skills, excellent communication and collaboration abilities.
Strive for impact and high performance. Hunger for success.
