Guest Experience & CRM Asst Manager

Role Overview:

Responsible for driving customer engagement, membership growth, retention, and revenue through effective CRM strategies across all Crystal Jade concepts.

Responding to customer inquiries, resolving complaints, providing adequate product and service information and prompt follow up/maintaining customer records.

Key Responsibilities:

CRM

. Own and manage the Crystal Jade membership and CRM ecosystem, including acquisition, retention, reactivation, and loyalty strategies.

. Develop and optimize customer lifecycle journeys using data-driven segmentation and personalization.

. Monitor and improve key CRM KPIs such as active member rate, visitation frequency, spend per member, and customer lifetime value.

. Partner with operations and IT teams to enhance CRM capabilities, dashboards, and reporting.

. If need to, assist with ROI tracking, and performance optimization.

. Ensure data compliance, governance, and best practices across all CRM initiatives.

Customer Service

. Provide prompt and efficient responses to customer questions via phone, email, social media & chat.

. Address and resolve customer complaints or concerns in a professional and timely manner.

. Maintain a high level of company product knowledge to effectively answer customer queries.

. Collaborate with other team members & departments to ensure customer satisfaction.

. Follow company policies and procedures when handling customer requests and issues.

. Keep accurate records of customer interactions and transactions in the CRM system.

Requirements

Degree in Marketing, Business, Data Analytics, or related field.

3-5 years of experience in CRM, loyalty, and digital performance marketing, preferably within F&B, retail, or hospitality.

Strong analytical mindset with hands-on experience in CRM platforms, CDPs, and marketing analytics tools.

Proven track record in driving measurable business outcomes through digital and CRM initiatives.

Comfortable working cross-functionally in a fast-paced, multi-brand environment.

Ability to multitask and prioritize tasks effectively in a fast-paced environment.

Excellent verbal and written communication skills, plus active listening skills