JOB
PURPOSE
Key responsibilities include managing customer
database, including strategy and tactics for campaign management and reporting
/ analytics.
To oversee the functions of Customer Experience
team members that manages customer enquiries and feedbacks via multiple contact
channels.
JOB DESCRIPTION
1. Loyalty & Campaign
Management
- To support the team in driving growth in new
customer acquisition and frequency.
- Plan marketing campaigns with the intent of
increasing customer loyalty and retention.
- Manage timeline/budget and execute marketing
campaigns through various communication channels such as email marketing, SMS
and push notifications.
- Ensure content created is accurate and
error-free.
- Analyse campaign performance, provide insights
and suggest improvements/strategy.
2. Customer care
- To oversee the function of Customer Experience
team member and ensure every customer’s need is prioritized and their feedback
is heard.
- Work alongside Social Media team to support
customer engagement on social media platform.
- To ensure the smooth transition of escalation
and resolution in an appropriate and timely manner by the Customer Experience
team.
- Assist to co-ordinate the handling of difficult
and/or unusual situations essentially finding ways to wow the customer during
the contact points.
3. Reports
- Deliver customer loyalty and marketing campaign
reports on a periodic basis
- Deliver customer care report and insights
related to customers’ feedback and experience with Nando’s on a periodic basis.