Customer Experience Specialist
2 weeks ago
Our client is looking for a Customer Experience Specialist to oversee the customer operating and customer loyalty programmes and events.
**Responsibilities**:
- Development and management of a customer loyalty programme for the company and create lifetime value through the programme.
- Evaluate the performance of the programmes and investigate opportunities to recommend promotions and strategies that drive member engagement (e.g. ROI, new member acquisition and activation goals).
- Planning and execution of the company's customer events. Support with project and event executions for the brand.
- The organisation's completion of both online and offline customer activities.
- Set up a scoring system for customers to recommend potential customers to purchase cars.
- Manage all day-to-day activities associated with the overall success and growth of assigned loyalty programmes and customer events.
- Completion of dealer instruction manuals.
- Recruitment of new customers and brand ambassadors for the car brand.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, and actions taken in collaboration with the customer care department.
- Track and compile regular user analysis data based on sales information (customer portrait analysis, customer demand analysis)
- Dealer customer operation support (activity guidebook, execution guide)
- Develop long-term customer operation strategy output and adjustment, coordinate with brand and aftersales department. Support in marketing strategy by providing ideas based on customer analysis.
**Requirements**:
- Bachelor's Degree
- 2-5 years' experience in marketing/brand coordination
**Skills**:
- Excellent written and verbal communication skills
- Ability to manage multiple priorities
- Presentation skills and MS Office suite skillset.
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