Chief CRM & Customer Service

Requirement

Graduate from university, major in Business, Marketing, or Hospitality.
Fluent in English, proficiency in Microsoft Office;
Experience: Minimum 5 years in CRM/CS Management.
Proven experience in Partnership or Business Development is a strong plus.
Skills: Excellent negotiation, networking, and presentation skills. Ability to build and maintain long-term professional relationships.

1. 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.

2. 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.

3. 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.

4. 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.