Closing Date : 28/02/2021

Assistant Manager - Loyalty & Campaign Management

We have a saying at Nando’s and it’s simply this: “Nando’s is not just about the chicken. It’s never been just about the chicken. It’s about the people who make the chicken.” Wherever in the world our Nandocas may be, they’re part of our Fired Up global brand and amazing family. It’s a family that works hard and plays hard too. In our beautiful casas, we serve our legendary PERi-PERi chicken and support one another all the way. It keeps things fun and informal, while fantastic opportunities keep us learning, growing, experiencing and sometimes even partying! We do this so that our brand and all the family members in it will thrive and have the chance to be the best they possibly can be.

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.

JOB REQUIREMENT

  • Diploma or Degree in Marketing / E-commerce / Digital Marketing
  • Some experience in CRM/data marketing/email marketing
  • Some technical knowledge of the latest digital marketing tools and channels, including CRM platforms and marketing automation platforms
  • Some experience using email marketing software (e.g. Marketo, MailChimp, and Bronto)
  • Some experience using CRM platform (e.g. Salesforce, Microsoft Dynamics, 360)


SKILLS & QUALITIES
  • Effective verbal and written communication skills - must have the ability to communicate with team members and customers at varying levels of management
  • Great attention to detail, deadlines, and accuracy with minimum supervision
  • Has genuine love and passion to help customers/colleagues, thoughtful and polite
  • Able to understand and escalate issues efficiently and appropriately
  • Highly collaborative with team members and across department, proactive, curious, self-starter, and always interested in learning
  • Possess some level of analytical skills and/or critical thinking

  Employment Type:  Permanent

  Education:  Diploma / Advanced Diploma

  Spoken Language:  Malay, English

  Written Language:  Malay, English