- Conduct in-depth client insight analysis, including trend analysis and behavior analysis, to identify key opportunities and challenges in the market.
- Provide actionable insights and recommendations to senior management based on client behavior analysis and market trends.
- Design, develop, implement and monitor customer engagement initiatives (through clienteling and client outreach initiatives) to drive loyalty and repeat business across different segments of the customer base.
- Drive the end-to-end client communication strategy across digital, social CRM, and in-store touchpoints. Direct campaign design, oversee execution, and align messaging across channels to ensure consistency.
- Performance & Insights: Establish KPIs for communication campaigns, monitor performance dashboards, and translate insights into actionable strategies for continuous improvement.
- Kakao evolution: Define business requirements and lead cross-functional teams (tech, retail, digital) to enhance social CRM capabilities. Drive adoption and ensure services continuously evolve with client expectations.
- Omnichannel client strategy & executions: Review, support and integrate additional communication channels, in-store experience ensuring a consistent and seamless client experience across platforms.
- Manage daily operational tasks, including overseeing campaign content, managing the communication calendar, and providing directions to internal teams and external vendors.
- Support stores in the implementation of the clienteling strategy and CRM best practices
- Collaborate with internal stakeholders and external vendors to successfully execute all CRM activations, including new channels such as app and Kakao strategies, based on the CRM database using Salesforce Marketing Cloud & others.
- Lead the team of client insight & clienteling to ensure high-quality deliverables and continuous professional development
