Head of Customer Management

Overview

Carry out market research / competitive research to understand what’s happening in the market.

Explore new ways to engage and identify new social networks to reach target buyers, run regular promotions and campaigns.

Plan, create and execute marketing campaigns to expand customers’ reach and tackle potential customer pipeline.

Conduct analysis to determine the effectiveness of each marketing campaign, and report key findings.

(b) Customer Experience

Create product content regularly to grow company’s footprint.

Manage interactions with customers, including websites, Facebook, email, SMS, push notifications, ads and apps, etc, on digital channels.

Grow customer base by providing regular, helpful content; regular refresh of content to drive leads, subscriptions, awareness, etc.

Together with the Sales team, educate both internal and external stakeholders about product features and their benefits

Response to customer inquiries and complaints, etc.

Monitor voice of the customer feedback, respond and act where necessary - identify trends and proactively.

Track and report on customer or user feedback to management team.

(c) Customer Management & Retention

Mapping of the entire customer journey and identify loyal and non-loyal customer segments.

Manage and develop the strategy to increase customer engagement, retention and loyalty, plan & execute customer loyalty programme.

Manage customer loyalty programme and Big Sweep Loyalty Apps (BSLA).

(e) Public Relations

Drive consistent, relevant traffic and leads from social network presence.

Liaison with influential media outlets, journalist, media contacts.

(f) Others

Manage design needs such as tickets, marketing material, social media content, publications, advertisements, presentations & signage, as needed.

Brand management.

Event planning, including working with vendors, event coordinators, and design teams for on-site collateral. (BPCD will manage channel events).

Deliver new product launches as needed.

Establish customer management related policies and procedures and ensure adherence.

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