Head of CRM

2 weeks ago


Ho Chi Minh City, Ho Chi Minh, Vietnam Monroe Consulting Group Full time

Head of CRM:

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Sector: Monroe Cosmetic & Fashion

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Contact: Quinn

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Client: Monroe Consulting Group

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Location: Ho Chi Minh City

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Salary: Negotiable

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Expiry Date: 23 March 2023

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Job Ref: BBBH410163_

International award-winning executive recruitment expert Monroe Consulting Group is recruiting on behalf of an international Luxury retail company.

Responsibilities:

  • Omni CRM Strategy
  • Design framework of omniCRM customer journey, categorization of customer clusters etc., and drive Art of Repeat lifecycle campaign content planning to enhance consumer engagement, crosssell, retention and engagement on all channels.
  • Ensure to translate business goals into accurate delivery requirements, specifying required data, segmentation & targeting logic, and dynamic campaign requirements
  • Execute global best practice and a value driven approach of Omni CRM programs planning
  • Standardize CRM strategy format across brands while giving guidelines to local brand teams**
  • Omni CRM Execution:
  • Online/Offline CRM execution (incl. Art of repeat)
  • Lead the execution of Omni CRM activities, reporting, and optimization crosscluster aligned with brand CRM strategy
  • Drive execution of CRM campaigns in partnership with brands for new product launch or a promotion, and online only promotion through managing eDM and LINE.
  • Drive art of repeat related eDM and mail sending execution in partnership with Brand team
  • Data Modeling and Target segmentation
  • Ensure the CRM data is segmented effectively and captures product lines, sales channel and customer purchasing behaviors
  • Define response and attribution models for campaigns; manage control groups, audience size, and variances
  • Lead agencies/ 3rd party selection and vendor management to build/execute CRM execution
  • Omni CRM Analysis
  • Lead a team in Testing, Analytics & Reporting
  • Analyze campaign effectiveness from quantitative and qualitative perspective, and modify campaigns based on conclusions and clearly articulate results to stakeholders
  • Own and develop comprehensive daily, weekly, monthly reporting of all relevant CRM KPIs, and build the right dashboards to track, socialize performance efficacy and ROI
  • Support A/B and multivariate testing to help deliver exceptional customer experiences
  • Monitor and maximize strategies, and demonstrate incremental benefit from CRM activities to the business to ensure maximum profitability
  • Drives new analytics practices that support consumer behavior knowledge
  • Support the implementation of CRM, marketing automation and manage platforms from business side working with key stakeholders across IT and brands
  • Define target consumers, assist in prioritizing efforts and ensuring the smooth execution of campaigns and reporting in partnership with Online, CMI, Brand team
  • Standardize data analysis by modifying local legacy data registered in local tool "Cube"
  • For small/medium Brands, support the Brand teams in developing their CRM campaigns based on the brands' growth priorities, with particular emphasis on omnichannel opportunities
  • Partners with Affiliate Brands to deploy relevant CRM solutions and contents/creatives to be leveraged across channels
  • Feeding local findings and insight to APAC Corporate Marketing team
  • Budget Management
  • Develop and maintain CRM activities budgets
  • Manage daytoday CRM activities as related to allocated CRM budget including gathering data, entering and monitoring budget spending
  • Coaching and Development
  • Provide leadership, guidance, and constructive feedback to support team members/ staffs regarding assigned accountabilities
  • Identify any areas of learning and development for individual team members, discuss and plan improvement strategy
  • Attend corporate development programs as required

Job Requirements:

  • At least 8 years of experience in a functionally relevant position, ideally from MNC FMCG/Luxury Retail company.
  • Creative, conceptual thinking, strong coordination and interpersonal skills, attentive to details
  • Display indepth knowledge about various social media platforms (i.e. Facebook, LinkedIn Twitter, Instagram and etc.) and how they use these platforms to create campaigns
  • Solid experience in development & execution in
  • Digital media campaigns: Search, Display, Mobile & social media
  • Website/Microsite campaigns
  • Mobile campaigns
  • Must have marketing planning, CRM and CI experience; ideally combined with operational exposure to social media and digital marketing
  • Display indepth knowledge about various social media platforms (i.e. Facebook, LinkedIn Twitter, Instagram and etc.) and how they use these platforms to create campaigns
  • Highly Proficient in English.


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