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← International Business Center Company Limited

Chief CRM & Customer Service

International Business Center Company Limited · Hồ Chí Minh
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Type
Full-time
Work mode
On-site
Level
Executive
Industry
Customer Service
Salary
Thương lượng
Location
Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh

Overview

  • CRM & Loyalty Strategy
  • Strategic Data Management: Lead and optimize the customer database system to ensure data accuracy and effective segmentation for marketing campaigns.
  • Loyalty Program Excellence: Design and implement loyalty initiatives, including membership classification, point systems, and exclusive VIP programs (VIP Day, Member’s Day).
  • Data Insights & Reporting: Analyze CRM expenditures, voucher performance, and customer behavior to provide strategic recommendations to the Board of Directors.
  • Partnership & Strategic Cooperation
  • Partner Acquisition: Proactively identify and connect with high-end partners (Banking, Luxury Hotels, Airlines, Golf, F&B, Wellness, etc.) to expand Diamond Plaza’s ecosystem.
  • Cross-Promotion: Negotiate and implement cross-promotion programs to provide exclusive benefits for Diamond Plaza members and attract new high-net-worth customers.
  • Sponsorship & Co-branding: Secure partnerships for events at MVG Lounge or large-scale Mall events to optimize costs and enhance brand prestige.
  • Premium Service Operations
  • Touchpoint Management: Oversee all premium customer contact points (CRM Desk, Diamond Lounge, Reception) to ensure a 5-star service experience.
  • Policies & Standards: Establish, audit, and refine customer service policies and SOPs for the entire center.
  • Crisis Management: Final point of escalation for complex customer issues.
  • Training & Team Management
  • Service Mindset Leadership: Lead training programs for internal and outsourcing staffs on luxury hospitality and complaint handling.
  • Team Development: Set KPIs, inspire a service-oriented culture, and develop team members through coaching.
  • Customer Touchpoint Mastery: Demonstrate a deep-rooted service mindset and the professional capacity to mentor and educate teams on optimizing every stage of the customer journey.

Benefits

Training

Summary of facts from the official posting. View original ↗

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