Group CRM Head

Jakarta, Indonesia

Our Group, BlueFox International, is a fast-paced catalogue-based distance selling business in Asia. We have over 18 years of successful experience in mail-order industry, serving millions of customers and developing a highly profitable business model. Today we are bringing our passion and expertise to new emerging markets and duplicating our success in multiple countries worldwide. Transferring proven business models to new, underserved or untapped markets brings its challenges. We adapt to local habits, developing proprietary solutions that meet customers’ needs and requirements.

Job Description & Key Responsibilities:

  • Overall responsibility for CRM management and strategic planning in BlueFox Countries which includes: internal CRM development and work with outsourced Call Centers
  • Designing general effective CRM business strategies and processes, development and implementation of common CRM policies and procedures in the Group
  • Providing leadership of CRM Department all over the Group, supervision of the global CRM organization and building strong internal CRM teams in each Country to ensure effective business processes within the area of responsibility
  • Control of the right organization of CRM activities through outsourced CC providers to ensure effective interaction with customers
  • Support local CRM Managers in negotiations of the contractual arrangements for services with outsourced Call Center providers in Countries
  • Regular review and identification of opportunities to enhance relationships and performance outcome with outsources Call Center providers
  • Consolidation, analyses and control over regular reporting of internal and outsourced teams
  • Organization of effective interaction with marketing to implement CRM activities in accordance with planned marketing campaigns
  • Analyses of the results of CRM activities and proposing improvements and optimizations to increase sales in Countries
  • Consolidation of customer satisfaction reports to improve marketing and promotion campaigns / assortment / operations processes / IT through analysis of customers’ complaints and inquiries, order returns, refund requests, goods change, operational mistakes etc.
  • Development and implementation of the rules of Customer Care Support and right organization of CRM offices
  • Consolidated control and inspection of the work of CRM offices to minimize and prevent customer claims and conflicts
  • Develop and manage alternative channels of communication with customers (phone, chat, mobile, etc) as well as other tools that may improve customer service satisfaction
  • Work closely with community manager in each country and monitor online PR and company reputation
  • Plan and controls of budget and regular cost reviews and optimization of CRM department
  • Delivering results within deadlines and targets set up
  • Prepares KPIs analysis and reporting to higher management and HQ
  • Close collaboration with Country CEOs and COOs to ensure effective CRM organization 

Key Requirement:

  • Experience at Senior CRM roles in B2C,Call Centers, Direct Marketing, distance selling, e-commerce Industries 5 years +
  • Expatriate or local CRM Expert living in Asia
  • Strong technical call center experience
  • Experience developing customer loyalty programs
  • Analysis skills, KPIs oriented
  • English, good command (oral and written)
  • Excellent listening and problem solving skills
  • Ethic of consumer and business communication
  • Willing to travel to several countries in Asia