We are looking for a CRM Officer to be part of our growing team! As a CRM Officer, you will play a vital role in building and maintaining positive relationships with customers to enhance their shopping experience and drive brand loyalty. By focusing on customer satisfaction and loyalty, CRM Officers contribute to increased sales, brand advocacy, and long-term business success.
- Customer Engagement: Develop and implement strategies to engage with customers and foster long-lasting relationships.
- Data Management: Maintain a comprehensive customer database, ensuring accurate and up-to-date customer information.
- Customer Communications: Communicate with customers through various channels, including email, phone, social media, and chat, to address inquiries, resolve issues, and provide assistance.
- Feedback Collection: Gather customer feedback through surveys, reviews, and other methods to gain insights into customer preferences, needs, and concerns.
- Personalization: Utilize customer data to personalize marketing campaigns, product recommendations, and offers, enhancing the shopping experience.
- Customer Segmentation: Segment the customer base based on various criteria (e.g., demographics, purchase history) to tailor marketing efforts to specific groups.
- Retention Strategies: Develop and implement customer retention strategies, such as loyalty programs, special promotions, and post-purchase follow-ups.
- Complaint Resolution: Address customer complaints and issues promptly, ensuring that resolutions align with company policies and maintain customer satisfaction.
- Sales Support: Collaborate with the sales and marketing teams to identify cross-selling and upselling opportunities for existing customers.
- Customer Training: Provide product information, styling advice, and fashion tips to customers to help them make informed purchasing decisions.
- Analytics: Analyze CRM data and metrics to evaluate the effectiveness of customer engagement efforts and make data-driven recommendations for improvement.
- Social Media Engagement: Monitor and engage with customers on social media platforms to build brand affinity and address inquiries and feedback.
- Customer Events: Plan and execute customer-focused events, such as exclusive previews, fashion shows, or workshops.
- CRM Software: Utilize CRM software and tools to streamline customer interactions, track customer history, and automate marketing campaigns.
- A bachelor’s degree in Marketing, Business, Informatics Management, or a related field
- 1-2years of experience in Customer Relationship Management field (fresh graduates are welcomed)
- Customer-centric minded
- Proviciency in e-mail marketing, website customer journey automation, and the utilization of CRM tools (e.g. Klaviyo, etc)
- Strong communication and interpersonal skills to interact effectively with customers, both verbally and in writing.
- Proficiency in managing customer data, including data entry, segmentation, and analysis.
- Effective problem-solving skills to address customer issues and complaints efficiently.
- A basic understanding of sales techniques and the ability to identify opportunities for upselling and cross-selling.
Torch is a rapidly growing startup company in the Fashion & Apparel Industry, specializing as a local brand enabler. Founded in 2015 by Ben Wirawan and Hanafi Salman, Torch aims to provide innovative and practical travel products, including bags and accessories, to solve common challenges faced by travelers. With functional features, stylish designs, and lightweight yet durable materials, Torch not only fulfills travel needs but also extends its reach to everyday activities such as urban commuting, studying, and work, offering convenience and problem-solving solutions.