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“To Own the Global Asian Luxury Customer”

“赢得全球奢侈品市场亚洲客户”

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Job Purpose工作目标:

“To manage and implement Privilege Program activities and operations in order to build customer loyalty and develop Lane Crawford as a service centre of excellence to meet business objectives.

管理和实施贵宾计划活动,以至于建立客户忠诚度,并且将连卡佛开发为以服务为中心的优势,以达成业务目标

 

Key Accountabilities主要职责:

In addition to following Lane Crawford’s policies and procedures, key accountabilities include, but are not limited to:

除遵守连卡佛的政策与程序外,主要职责包括但不限于:

 

Privilege Program Management贵宾计划管理

To assist the Manager to plan and implement programs (to a certain extend initiating program ideas) for Lane Crawford Privilege Card program, with the aim achieving set Privilege Program KPIs

辅助经理计划并实施项目(完成一个初始化的项目计划)以完成连卡佛的贵宾计划项目,旨在达成贵宾项目的绩效考核

To regularly review and design operating procedures related to LC Privilege program and provide guidelines to all front-line staffs and training department to ensure that everyone uses the procedures in a consistent manner

定期审阅以及设计关于连卡佛贵宾卡的可操作性的程序,向所有前线员工提供指引和培训,确保所有人按照统一的流程来执行

To regularly report and monitor LC Privilege Program KPIs in order to understand our customers better and improve execution of Privilege Program

为更好的理解我们的客户以及改善贵宾卡执行情况,定期汇报并且监控连卡佛贵宾卡项目的绩效考核

To take an active role in helping the manager to ensure all database management (input and maintenance) tasks are well planned, and executed with high accuracy

积极帮助经理计划好所有数据库的管理工作,并且准确执行

To actively manage related vendors or partners to ensure that scope of services are delivered in a timely and accurate manner

积极管理好相关供应商或者合作伙伴,确保所有提供服务的及时与准确

 

Customer Service客户服务

To work with internal departments to handle and resolve any issues and or complaint cases raised by Lane Crawford customers related to Privilege Program and communications and bring to Manager’s or Director’s attention as appropriate

与内部部门合作,解决由于贵宾计划引起的问题,或者是客户投诉,并积极沟通,以适度引起经理或者总监的注意

To be fully conversant with all company policy and procedures as they relate to complaint handling to ensure the best resolution for every customer

充分熟悉公司所有的政策和流程,如果涉及到投诉处理,确保每个客户可以得到最好的解决

To take time to turn every complaint into an opportunity to exceed the customers expectations

将每个客诉转变成为一次超越顾客期望的服务体验

To consistently communicate and collaborate with internal departments to ensure Privilege Program and related customers communications and/or activities are properly executed to provide the best possible customer experience

一贯的与内部部门沟通合作,确保贵宾项目以及相关客户沟通活动以妥帖的方式进行,并提供了***的客户体验

 

Information Technology 信息技术

To work with internal teams to ensure data security and integrity at all times across all channels

与内部团队一块儿合作,确保所有数据在每个渠道的安全性和整体性

To ensure that all internal teams are trained and familiar with functionalities of Siebel and related applications

确保所有内部团队都经过培训,并且对Siebel的功能相关应用非常熟悉

To consistently review and develop system enhancement requests related to internal systems (eg., Siebel, POS, RMS and CRMS), that will improve operational processes and customer experiences

对内部系统(如:Siebel,POS,RMS and CRMS),持续审阅和开发系统的优化需求,提升操作过程和客户体验

 

Company Culture and Values企业文化与价值

To fully engage and live by the Lane Crawford Vision, Passion, Learning, Collaboration (PLC) Values, and deliver our Customer Service Promise at all times

充分实践连卡佛愿景,热情,学习,协作的价值观以及领袖守则,并时刻传递客户服务承诺

To build collaborative working relationships with your colleagues to ensure the achievement of the Company Business Plan, your department and individual objectives

与同事建立协作关系确保达成公司业务计划,部门及个人目标

To reinforce Lane Crawford Heritage, Brand DNA and culture - through storytelling and sharing successes at every opportunity

强化连卡佛传承,品牌基因及文化-通过抓住每个机会分享故事及成功经验

To personally demonstrate the Lane Crawford Leadership Code Behaviours and use these as a tool to coach and develop team members and colleagues

展示个人连卡佛领袖守则行为并将其作为工具运用于指导及发展团队成员和同事

To fully participate in the PDP process, developing knowledge and understanding of your team member strengths and development opportunities using PDP Tools

参与绩效发展计划的全部流程,并通过其拓展知识并了解团队成员的优势和发展契机

To take appropriate corrective action (in consultation with HR Department) with employees who do not achieve required standards of performance and behaviour

对未达到标准绩效及行为标准的员工实施适当的纠正措施(可咨询人力资源部)

To build a personal connection with each team member, taking time to understand them individuals and identify ways to motivate, retain and engage them

 

与部门各成员建立联系,花时间了解每位成员并发现激励,保留,推动他们每个人的方法

 

Requirements:

FMCG/Luxury CRM management skills

people management skills

able to work under pressure

oral and written english skill


Job Segment: Manager, Marketing Manager, Database, ERP, Siebel, Management, Marketing, Technology

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