Customer Relationship Management Manager

1 day ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Central Retail in Vietnam Full time

As a CRM manager in the Loyalty Department, you will play a crucial role in the development, execution and optimization of customer relationship management strategies to drive member engagement and loyalty program performance. You are required to possess a
balance of strategic thinking and hands-on execution,
working closely with cross-functional teams to deliver impactful customer-centric initiatives.

Key Responsibilities:

  • Loyalty Program Management
    : Monitor and optimize member engagement, oversee day-to-day program operations, and support customer service alignment
  • Customer Insights & Data Analysis
    : Translate customer insights into actionable CRM strategies and reporting dashboards
  • CRM Campaign Strategy & Execution
    : Plan, launch, and analyze CRM campaigns. Recommend optimization initiatives for continuous program enhancement
  • Cross-Functional/Business Units Collaboration
    : Partner with marketing and commercial teams to align CRM initiatives with business goals. Collaborate with functional departments to execute the initiatives with discipline and enhancements of overall customer experience
  • Customer Communications
    : Develop data-driven communication strategies across channels to drive engagement and retention
  • CRM Technology Support
    : Leverage Loyalty & CRM tools effectively, provide assistance and training to internal users, recommend enhancements, and support troubleshooting in collaboration with IT and vendors
  • Performance Tracking & Reporting
    : Define program performance metrics, track CRM effectiveness, and deliver insights-driven recommendations for continuous improvement
  • Build CRM team capability:
    Analytical skill, system operation, ability to structure thinking and present thoughts/recommendation to higher management.

Requirements:

Competencies & Skills:

  • Excellent communication, collaboration, and project management skills, with the ability to work effectively across functions and organizational levels
  • Proven ability to balance strategic planning with hands-on execution
  • Highly organized, detail-oriented with growth mindset and ability to adapt in a dynamic environment
  • Strong analytical skills with experience in interpreting data and draw meaningful conclusions for decision-making
  • Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint
  • Experience in management consulting
  • Experience in CRM, loyalty programs, customer engagement, or marketing
  • Hands-on skills in customer segmentation, campaign execution, testing and optimization
  • Familiarity with loyalty program platforms or customer lifecycle management tools.

Qualifications:

Education: Bachelor's degree in marketing
, Business Administrations, or a related field.

Seniority:
Manager (JG years of working experience

Language:
 Fluent in English & Vietnamese. Ability to communicate well across seniority level and functional background.

Office skills:
Excel, Power point, and MS word

Attitude:
Strong sense of ownership, great team player with ability to work autonomously and take responsibility of task assigned.

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