Specialist Marketing & Loyalty

Position : Specialist Marketing & Loyalty

Location: Battaramulla, Colombo District 

ROLE & RESPONSIBILITIES:

• Customer Engagement: Interact with customers through various channels (in-store, online, social media) to resolve inquiries, complaints, and requests efficiently.
• Loyalty Programs: Manage and promote customer loyalty programs, ensuring that customers understand the benefits and are engaged through personalized offers and rewards.
• Customer Feedback: Gather, analyze, and report on customer feedback to identify pain points, trends, and areas for improvement. This includes surveys, reviews, and direct communication.
• Issue Resolution: Address and resolve customer concerns related to product quality, service, returns, and exchanges promptly, ensuring a positive customer experience.
• Collaboration with Marketing: Work closely with the marketing team to align promotions, campaigns, and customer-focused initiatives to enhance customer retention and satisfaction.
• Customer Database Management: Maintain and update customer records, preferences, and communication histories in the companys CRM system.
• Brand Advocacy: Promote the brands values and ethical commitments, especially in a fast fashion context where sustainability and responsible sourcing may be customer concerns.
• Training & Development: Provide training to store staff and customer service teams on customer relations best practices and handling difficult situations.
• Performance Metrics: Monitor customer service metrics, such as response times, resolution rates, and customer satisfaction scores, and work on continuous improvement.

REQUIREMENTS:

· Minimum of 03 years of experience in the related area is mandatory.

· Past experience handling CRM and Loyalty programmes.

· Diploma/ degree qualification on customer relations would be an added advantage.

· Proficiency in Microsoft Applications with high computer literacy.

· Effective communication and interpersonal skills.

· Proficiency in all three languages Sinhala, English, and Tamil will be an added advantage.