Customer Relationship Management Manager

Caring for People's Health as a Trusted Partner

STADA is a leading manufacturer of high-quality pharmaceuticals. With a long-standing heritage rooted in pharmacies, we are perceived as a reliable and trustworthy partner since 1895. With our products we help people protect and regain a dignified and able life. With our proven Generics, we ensure that everyday health remains affordable.

At STADA
, we follow our purpose of "Caring for People's Health as a Trusted Partner". In pursuit of this purpose, we are committed to further accelerating the successful trajectory of our company.

To our employees, we offer an attractive working environment in which they can develop personally. At the moment, we are looking for talents as:

CRM Manager

ROLE PURPOSE:

• Be responsible for developing, executing, and optimizing customer relationship management strategies to enhance customer engagement.
• Be mainly in charge of the CRM operations management, customer data management, customer segmentation, customer interaction management, customer support and partnering with sales team, system management, territory management, customer master data management.

KEY ACCOUNTANBILITY

CRM Strategy and Operations:

• Design and implement CRM operational processes and target operating models tailored for the pharmaceutical sector in Vietnam.
• Develop and execute comprehensive CRM strategies to drive customer engagement, retention, and growth, aligning with STADA Pymepharco's sales and marketing goals.
• Liaise with STADA Pymepharco's Commercial Excellence, IT, and external vendors to deliver campaign and program solutions that achieve positive business outcomes.
• Oversee the day-to-day operations of CRM programs, ensuring smooth execution and alignment with customer service.

Data Analysis and Customer Insights:

• Lead the collection, management, and analysis of customer data to create a unified view for personalized experiences.
• Translate customer insights into actionable CRM strategies and reporting dashboards.
• Track customer and employee activity to understand client needs and provide relevant support.
• Define program performance metrics, track CRM effectiveness, and deliver insights-driven recommendations for continuous improvement.

System management:

• Work with STADA Pymepharco's IT teams and external vendors to source and implement appropriate CRM technology solutions for business initiatives.
• Leverage CRM tools effectively, provide assistance and training to internal users, recommend enhancements, and support troubleshooting in collaboration with IT and vendors.
• Manage vendor relationships to ensure effective delivery of CRM solutions.

Compliance:

• Ensure all CRM activities and campaign materials comply with STADA Pymepharco's internal policies, local laws, and industry regulations specific to the pharmaceutical sector in Vietnam.
• Oversee the approval process for campaign materials and activities, collaborating with legal, regulatory, and medical teams.

Team Collaboration and Leadership:

• Be an active and proactive key member of the Commercial team
• Create a sense of common purpose across local commercial teams and cross-functional teams and share business/sales imperatives, by establishing clear and positive messages about what needs to be achieved.

EDUCATION: Bachelor's degree in Marketing, Business Administration, Information Technology, or a related field.

WORKING EXPERIENCE

• 5-8 years of experience in CRM, including platform design and management, customer lifecycle segmentation, and omnichannel marketing.
• Proven experience in the pharmaceutical or healthcare industry in Vietnam is highly desirable.
• Strong analytical skills with experience in interpreting data and drawing meaningful conclusions for decision-making.
• Excellent communication, collaboration, and project management skills, with the ability to work effectively across functions and organizational levels.
• Ability to balance strategic planning with hands-on execution.
• Highly organized, detail-oriented, with a growth mindset and adaptability in a dynamic environment.
• Understanding of Vietnam's regulatory landscape and data privacy concerns within the pharmaceutical industry.