台北市大安區1年以上大學月薪30,000~38,000元
Position Overview:
The CRM Specialist plays a key role in supporting the day-to-day operations of the brand’s membership program, including transactional gift management, customer data maintenance, member communications, data analysis, and first-line service support. This position requires strong attention to detail and communication skills, with frequent cross-functional collaboration with retail, marketing, customer service, and logistics to ensure smooth CRM operations and consistent customer experience.
Principal Duties and Responsibilities:
1. Member Gifting Operations
- Maintain and update CRM system gift listings.
- Handle special gift request applications(approx. 18 cases/month), coordinate with warehouse for monthly verification and outbound shipment of paper-based requests.
- Bi-weekly gift redemption status reports.
- Support packaging and shipment for CRM relational gifts and pre-sampling kits, including management of part-time assistants.
- Coordinate pick-up arrangements for Platinum-engraved gifts.
2. Member Data Maintenance & System Operations
- Regularly back up member data maintainance(weekly/monthly), ie : merge duplicated accounts.
- Manage membership-related changes such as:
o POS transfers
o Profile updates (e.g., birthday, address)
o Purchase and point adjustments
o Membership status extensions and merging (approx. 25 cases/month)
- Reassign member portfolios when BC are transferred or leave the company.
- Maintain monthly exclusions for point accumulation on designated promotional SKUs (20th of each month).
3. CRM LINE Management
- Manage daily inquiries through the LINE Official Account (700 chats/month).
- Provide 1-on-1 support to over 300 Beauty Consultants on client-related questions including:
o Member profile updates
o Gift redemption : Offline redemption exceptions or special requests
o Membership program policy questions
o Campaign-related inquiries
o Activity participation, and redemption timelines
4. Member Communication & Notifications
- Execute reminder communications (e.g., points expiration, membership expiry).
- Support Mother’s day and Anniversary campaign countdown alerts and promotional push notifications.
- Process EDM footer change requests.
- Coordinate CS-triggered communications, and generate monthly client feedback lists for each counter.
5. Operational Support & Coordination
- Manage CRM gift stock
- Create and maintain counter tools (e.g., membership program, redemption barcode sheets).
- Handle administrative tasks such as CRM gift packaging, name list printing/labeling…
6. Data Analysis & Performance Tracking
- Monitor weekly Mini Beauty Class participation and report performance results.
- Support PM to monitor code 3 consumption status
- Support track sell-out status of key CRM campaigns (ex, Mother’s Day and Anniversary)
7. Client Event Support
- Support reception, client check-in, name list confirmation, and CRM-related materials preparation.
- Ensure smooth execution of CRM-related procedures during events (e.g., gift verification, client identification, data capture).