Customer Experience Executive

HQ Engagement Wing Customer Retention

Role Purpose:

The Customer Experience Executive is responsible to drive customer retention through collaborative efforts and a deep understanding of customer behavior. This role involves working closely with various departments to develop engagement programs and effectively manage customer memberships. The primary goal is to ensure customer satisfaction and loyalty to Alpro.

Key Responsibilities:

Conduct members data analysis to determine program budgets and forecasts, and identify trends and behavior patterns for targeted audience segmentation.

Develop, implement, and manage a loyalty program aimed at enhancing customer retention.

In charged in members point management for better customer retention. Explore in members strategic rewards to build lasting customer relationships.

Analyze customer behavior to select premium redemption items and ensuring program mechanics align with customer preferences and business goal.

Manage members cards, including account merging and points adjustment. Collaborate with creative designers to shape program visuals and communication materials.

Maintain communication between outlets and customers, ensuring smooth program implementation and a positive customer experience.

Perform any other duties as assigned by superior

Role Requirements:

Education/Academic Qualification:

Bachelors degree in Business Administration, Marketing, or related field.

Work Experience:

2-3 years in customer-facing roles. Fresh graduates are welcome.

Experience in managing customer relationships and analyzing feedback.

Language Skills:

Fluent in English and Bahasa Malaysia.

Additional language proficiency is a plus.

IT Skills:

Proficiency in Microsoft Office and CRM software.

Basic data analysis skills.

Competencies:

Data analysis, strong interpersonal skills, problem-solving ability, time management, adaptability, empathy.