The Job

• Establish Club Vision Red segment related policies, procedures and operating guidelines on customer evaluation, segmentation, product and service offerings
• Monitor and evaluate end to end Club Vision Red segment management processes and suggest suitable changes to improve the productivity and reduce cycle time which leads to Club Vision Red customer satisfaction
• Liaise with Customer Interaction Centre, Multimedia Customer Support, Frontline (DAP / Franchise) and CRC to work towards improving service quality, efficiency, and enhanced Club Vision Red customer experience
• Work towards the achievement of pre-defined target % of NPS Score of Club Vision Red segment across all touch points (frontline / Customer Interaction Centre)
• Monetize Club Vision Red segment by increasing the spend of Club Vision Red customers through targeted campaigns and focus on Household penetration
• Providing data related to Club Vision Red segment servicing, improvements and initiatives for the GSD Monthly Review meeting and Club Vision Governance Forum
• Analyze data, and identify segments to focus and conduct campaigns to increase digital adaption for the Club Vision Red Segment
• Identify customer personas and preferences through segment of one dashboard to select the suitable offers, engagement activities and events to focus for Club Vision Red customer base
• Responsible in Club Vision Red segment offer communication through dedicated SMS port / Emailer
• Represent Club Vision Red for related Complaint management forums and provide inputs to improve experience during incident resolution
• Analyze the identified customer base, and evaluate best offer for the felicitations that will add value for the customers
• Responsible for compiling documentation and presentations where applicable for loyalty related projects
• Coordinate and monitor the QA calling process for Platinum and Gold relationship managers and take corrective and preventive actions based on customer feedback

 
The Person

• Possess a Degree or Diploma in Marketing / relevant to managing customers
• At least 2 years’ experience in Service delivery operations
• Critical thinking and problem solving
• Planning, organizing and decision-making skills
• Excellent communication, presentation and negotiation skills