Senior Consumer Connection Manager

2 weeks ago


Ho Chi Minh City, Ho Chi Minh, Vietnam Talentnet Full time
$2,000 - $3,000

  • FMCG

RESPONSIBILITIES:

  • Mission_:
  • Throughout understand CARE model & its contribution to the total business including Nutrition, Health and Hygiene where applicable.
  • Translate consumer connection & engagement to business results via Acquisition pillar with excellent operation, to exceed expectations.
  • Builds CRM capabilities by identifying and recruiting qualified employees who can understand CRM and gain consumer insights and work well in team environments.
  • Builds and operates the requisite infrastructure to meet business goals, ensuring that the required capacity of the department is available to meet business expectations.
  • Managing the resources (human and financial), internal relationships and external partnerships dedicated to the achievement of the agreed strategic goals for the CRM function.
  • Continually build rapport with internal & external stakeholders across function (CARE/ brand/ digital/ ecom/ agencies/ partners) with trust, speed for results.
  • Effectively presents and communicates updates or concerns to executives & leadership including having understanding and have awareness of consumer stories, quickly flagging any gaps that might exist.
  • Effectively adopt best practices and processes as outlined by leadership and your direct manager.
  • Be the inhouse expert and industry best practices when it comes to performance content.
  • Primary Responsibilities_:


Leads and develops CRM function to engage directly with consumers through various acquisition and retention programs for the best consumer's satisfaction & maximize Consumer Lifetime Value.


OUTBOUND CALLS
-
Master data analytics to understand the quality, possibility & potentiality of new incoming as well as rolling data for CARE services:

  • Work closely with Enrollment person to update lead performance from all channels & stages as well as provide recommendation/suggestion for the coming data recruitment
  • Ensure compliance for every single call as per aligned with company compliance & regulation
  • Build up activity & program to ensure the best performance from call agents
  • Provide reports for weekly, monthly, quarterly & annually basic for call center performance
  • Flexibly manage & allocate human resources for the best optimized performance of call agents
  • Conducts costbenefit analysis on assigned projects when relevant.
  • Expand support to other Acquisition functions in the company such as Ecom & Offline trade for ad hoc or schedule campaigns.

INBOUND CALLS
-
Manages call center and incoming consumer' queries or complaint about product to drive consumers' satisfactions with speed, care & accuracy to ensure consumer's satisfaction
:

  • Formulate protocol for consumer's complaints across functions & partners as well as collaboration to ensure consumer's satisfaction.
PARTNER WITH OTHER CARE PILLARS & FUNCTIONS

  • Lead daily data & call performance review for Enrollment quality optimization across all channels.
  • Advice & consultation based on conversation with moms to fuel the content strategy as well as further enhance value proposition to consumers.
  • Perform other tasks related to CRM and CARE as per assigned by CARE Lead, Marketing Director and GM

REQUIREMENTS:

  • Educational Attainment Requirement:_ University Degree holder
  • Professional background:_
  • At least 45 years of experience in CRM field with handson call center strategy & management experiences
  • Experienced in consumer/healthcare marketing with a focus on CRM
  • Built or managed a call or customer service center, a direct marketing or customer loyalty initiatives
  • Managed, recruited and developed human resources in a competitive market environment.
  • Experience with organizational, negotiation and communication skills
  • Led crossfunctional teams and managed multiple groups to deliver desired outcomes
  • Proven successful project management track record
  • Expected Areas of Competence:_
  • Strong understanding of marketing management, CRM, advertising, and business planning
  • Knowledge of financial management, budgeting and forecasting.
  • Knowledge of the role of and potential for technology to drive competitive advantage in customer loyalty programs
  • Mastery of effective communication skills to impact and influence people.
  • Knowledge of infant formula markets and competitive forces.
  • Good command of both spoken and written English.

For more information, please contact:

  • Ms. Vu Thi Quynh


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