Role Overview:
- The position is responsible for building strong, long-term relationships with customers through structured loyalty programs, exclusive engagement initiatives, and premium ownership experiences. This role focuses on enhancing customer loyalty, strengthening brand affinity, and acting as a strategic custodian of high-impact customer relationships. The position also manages only critical and high-sensitivity customer escalations, ensuring brand integrity and customer trust are upheld at all times.
Responsibilities:
Strategic Event Planning & Execution
- Lead the full lifecycle (ideation, planning, and on-site execution) of high-impact events including exhibitions, nationwide roadshows, product launches, and exclusive showroom activations.
- Serve as the primary marketing lead on-site, managing vendors, logistics, and staff to ensure seamless event delivery and brand consistency.
- Design and curate Community Driven Experiences that transform standard events into loyalty-building moments for existing owners.
- Oversee event budgets, procurement, and third-party agencies to ensure high-quality delivery within financial parameters.
Customer Loyalty Strategy & Governance
- Develop customer loyalty and engagement strategies aligned with business objectives.
- Define KPIs to track loyalty, engagement, program effectiveness, and customer sentiment.
- Ensure governance, policy compliance, and customer data protection across all loyalty and engagement initiatives.
- Prepare regular management reports on loyalty performance, engagement outcomes, and escalation trends.
- Build strong relationships with key customer groups, owners clubs, and brand communities.
- Act as the primary interface to understand evolving customer needs, expectations, and feedback.
Customer Experience & Engagement
- Plan and execute customer engagement initiatives, campaigns, and exclusive experiences to strengthen brand affinity.
- Enhance the post-purchase customer journey to deliver a consistent and positive ownership experience.
- Introduce innovative engagement formats, digital platforms, and community-building initiatives.
Critical Customer Escalation Management
- Own and manage only high-risk, high-impact customer disputes (e.g., severe dissatisfaction, buyback requests).
- Collaborate cross-functionally with Aftersales, Quality, Legal, and Management to resolve sensitive cases effectively.
- Ensure escalations are handled with empathy, fairness, and alignment to company policies while safeguarding brand reputation.
Key Requirements:
- Bachelor's degree in Business, Marketing, Communications, Customer Experience, or a related field.
- Minimum 7 years of experience in customer experience, loyalty management, user operations, brand engagement, or event planning & execution roles.
- Proven experience managing customer loyalty programs and premium customer engagement initiatives.
- Strong capability in handling sensitive, high-stakes customer escalations.
- Strong planning, execution, and analytical abilities.
- Experience in automotive, premium consumer brands, or service-oriented industries is an advantage.
