B2B CRM System Administrator

4 weeks ago

Singapur, Singapore Far East Organization Full time

Job Summary

Far East Organization is seeking a highly skilled and experienced Executive/Assistant Manager, CRM to join our team. This is a unique opportunity to lead the planning, execution, and management of our Corporate Loyalty Program and B2B CRM System.

Key Responsibilities

  • Develop and implement strategies to increase bookings and drive revenue growth through targeted marketing initiatives and promotional campaigns.
  • Collaborate with participating properties to identify opportunities for driving membership growth, enhancing client engagement, and improving overall production.
  • Manage email marketing campaigns, track effectiveness, and make data-driven enhancements to improve KPIs.
  • Oversee the processing of new membership applications, ensure accurate entry, and synchronization of membership numbers in the PMS system.
  • Handle members' requests, feedback, and complaints, particularly regarding points discrepancies and missing bookings.
  • Maintain and regularly update the membership database and profiles.
  • Process and crediting of points into member's account due to missing bookings that were not tagged to member during reservation.
  • Process members' rewards redemptions, including the purchase and distribution of vouchers, and maintain accurate records for invoicing and audits.
  • Track inventory movement of rewards, submit monthly inventory reports to Finance, and assist with quarterly stock takes.
  • Source and negotiate with third-party vendors for reward items, expanding the redemption program's offerings.
  • Plan and organize member workshops and events in collaboration with suitable vendors and hotels.
  • Ensure accurate tabulation and month-end reporting of points, submitting data to Finance for charge-back to participating properties.
  • Generate and update monthly performance reports for the program, as well as other ad-hoc reports required by management.
  • Develop content for the monthly newsletter and collaborate with the marketing communications team to produce e-blasts, keeping members informed about promotions and events.
  • Plan and execute regular promotions, such as festive rewards redemptions and special hotel stay offers.
  • Work with vendors to develop engaging online quizzes and other activities to enhance member engagement.
  • Maintain the program's website, ensuring the member portal is up-to-date with the latest news, promotions, and relevant content.

B2B CRM System Responsibilities

  • Serve as the primary custodian of the B2B CRM system, database, and its users.
  • Ensure the integrity and accuracy of the CRM database.
  • Assist in the maintenance and administration of the CRM system.
  • Perform regular audits on data entry and activity reporting to ensure data integrity and quality.
  • Ensure all SOPs are up-to-date and effectively communicated to users.
  • Coordinate the CRM setup and integration process for new properties to ensure seamless operations.
  • Ensure smooth onboarding process for new users and properties.
  • Executive CRM strategies aimed at increasing loyalty and retention of our B2B contacts.
  • Assist in analyzing B2B customer preferences and journeys to implement more effective engagement strategies with the clients to improve overall production.
  • Assist in coordinating the annual Customer Engagement Survey, leveraging insights to improve client satisfaction and engagement.

Requirements

  • Diploma or bachelor's degree in marketing, Business Administration, Hospitality Management, or a related field.
  • Minimum 2 years of relevant experience in a loyalty program role or marketing role, preferably within the hospitality industry.
  • Self-motivated, creative, result-oriented, strong organizational skills, and attention to detail.
  • Excellent communication and interpersonal skills.
  • Proficiency in Microsoft Office Suite.
  • Familiarity with Opera PMS systems (advantageous).
  • Ability to work independently and as part of a team.

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