Job Description

JOB DESCRIPTION

AIM OF THE JOB

As Relationship Manager will also be responsible in managing a portfolio of high-net-worth customers, looking to build strong relationships with our VIP customers in order to increase their loyalty, and provide an excellent all-round experience. This position will be in a customer facing environment that requires a good understanding of VIP service and a genuine passion for the real estate industry.

KEY AREAS OF RESPONSIBILITY

• Develop and implement a residential VIP customers loyalty strategy via the new VIP program for the residential buyers, that focuses on retaining and developing relationships with our most loyal customers, consolidating the data obtained and leveraging the analysis to further engagement with the brand.
• Build customer loyalty and community through leading the customer experience teams day-to-day operations through thoughtful strategic planning and passion for customer-centricity.
• Work closely with the Sales & Marketing team to build strategies in cultivating a VIP network of influencers, clients, brand fans and partners to maximize brand love and loyalty.
• Develop brand awareness and engagement through strategic product seeding and relationship management initiatives
• Develop a specific action plan for each client to drive spend, retention and loyalty
• Coordinate all loyalty policies and procedures for external operations and closely monitor process
• Manage client experience ensuring highest standards are met
• Develop initiatives to organize & host meet-up events for VIP customers
• Provide an enhanced proactive one stop service to encourage loyalty
• Collect and document customer profiles
• Develop relationships and offer tailored rewards through regular correspondence
• Monitor individual customer performance to ensure that rewards are offered in accordance with business requirements and policies

• Minimum of 5 years of relevant experience with 2+ years of managing people
• Communication. Excellent communication skills, organised and strong problem-solving skills.
• Relationships. Ability to build and maintain relationships with external stakeholders and internal cross functional team members (services, sales, support, product development, QA, etc.).
• Project management. Must be an effective project manager able to handle multiple complex projects.
• CX strategies. Identify improvement opportunities and develop innovative CX strategies to increase customer satisfaction, loyalty and retention and to meet their expectations.
• Data-driven. Ability to collect customer data from different sources (surveys, mapping customer journeys, Voice of the Customer, etc), to analyse it using analytics tools and to convert data into insights to identify
• opportunities.
• Performance measurement (metrics). Ability to define key success metrics (NPS, CES, CLV, etc), set
• performance goals, and continually monitor key performance indicators for improvement
• Fast-changing environment. Ability to adapt in a fast-paced, changing growth environment and to work
• independently.
• Software knowledge. Experience using Microsoft office applications and other software related to the
• position (e.g. Qualtrics, Medallia, SurveyMonkey, Salesforce etc.).
• Support team. Train and support team members so they can provide services or products that meet or
• ideally exceed customer expectations.
• Language. Excellent in speaking and writing both English and Vietnamese. Ability to speak or write in
• Chinese and Korean is an advantage.