CRM and Careline Manager

2 months ago

Thành phố Hồ Chí Minh, Vietnam Danone Full time

About the job
Danone Vietnam is seeking for CRM and Careline Manager. With our global presence, brands and business and our mission of bringing health through food to as many people as possible; we believe that people growth is a key asset to reach a sustainable business performance.
To succeed in this journey, we're looking for the right talent and personalities eager to bring their energy and ideas to a meaningful project. Take this opportunity to GROW together and experience a culture that empowers you to express your ideas and share what you're passionate about

**CRM Accountabilities**
- Develop end-to-end CRM objectives, strategies and plans - from recruitment to retention with consumer-centric mindset and good insight on consumer journey to achieve strategic direction and business goal
- Develop and implement CRM programs included online & offline for recruitment & retention campaign.
- Plan and execute CRM activities to exceed customer experiences in compliance with company policy and guideline
- Establish system for the analysis of the effectiveness of all CRM programs, collaborate with cross-functional teams to gather important data, conduct analysis of these programs
- Measure and visualize monthly performance and effectiveness of all CRM programs, against goals (ROI and KPIs)
- Develop, maintain, monitor and continuously update the database
- Manage, control and maximize CRM budget
- Manage Club Membership loyalty program
- Plan and carry out other duties as may be assigned by the Company from time to time

**Careline (Call Center) Accountabilities**
- Manage the Careline team in solving the inbound/outbound calls, messengers to consumers
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (customer service metrics etc.)
- Coach and provide training to personnel to maintain high customer service standards
- Prepare reports for different departments or upper management
- Be accountable for crisis management (direction guide & solving solution)

**MarTech Accountabilities (is a plus)**
- Liaise closely with CBU Marketing/Regional MarTech team and our technology development agencies for local and regional initiatives.
- Manage, optimize and ensure CRM own platforms capability
- Proactive role in continually improving and enhancing user experience

About you
- Bachelor’s degree or higher in business administration, Marketing, or other related fields.
- Possess knowledge of Marketing Technology & SQL is a big plus.
- Good command of English is required.
- At least 5 years of experience in CRM & Careline with fair knowledge of Digital marketing & Customer Service. Background in nutritional corp. is preferable.
- Handle complex projects with internal stakeholders and external agencies.
- Experience in team management would be an advantage.

About us
Danone is a world leading food company built on three business lines; Specialized Nutrition, Waters and Fresh Dairy Products. Danone’s mission is bringing health through food to as many people as possible and we want to invite people to join the movement for a healthier world. We recognize the power people have to impact the world through their daily choices. Each time we eat and drink, we vote for the world we want to live in. We believe a healthy body needs healthy food. And healthy food needs a healthy planet, and this is what our new signature One Planet One Health embodies

Danone is committed to create and live an inclusive & diverse environment, which will drive our growth as a business, as teams, as members of communities & as individuals. Valuing diversity is recognizing and respecting human differences and similarities. Our aim is to ensure that all employees and applicants are given equal opportunity and that our organization is representative of our consumers and society

We commit to foster an inclusive working environment where we celebrate all types of diversity, both visible and invisible, which includes age, race, gender, nationality, disability, background, education, religion, beliefs, thinking style, perspectives and sexual orientation

We believe that our differences will make the difference

What's next
Willing to start your meaningful journey? Hit the APPLY button or you can contact us:
Pimparin Limpachote (Pim)
SEA Talent Acquisition Manager, DANONE SEA - HR Central Pool
LI-ML

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