CRM Executive

Forbes Vietnam is seeking a passionate and customer-centric CRM Executive to revolutionize our engagement strategies and foster lasting relationships with our diverse community of Forbes Vietnam Women, business leaders, and magazine subscribers.
As a CRM champion, you will harness the power of data-driven insights to craft personalized experiences, maximize customer loyalty, and drive sustainable growth. Your expertise in CRM execution and analysis will be instrumental in shaping our customer-centric initiatives and expanding our reach.

Customer Relationship Management

• Forge authentic connections with our Forbes Vietnam community (Women and Business members) and magazine subscribers, cultivating loyalty and advocacy.
• Understand individual preferences and interests to tailor offerings and exceed expectations, creating personalized experiences that resonate.
• Implement innovative engagement strategies that attract, convert, and retain customers, fueling community growth and brand awareness.
• Gather and analyze customer feedback to continuously refine our products and services, ensuring a customer-centric approach at every touchpoint.
• Maintain accurate and up-to-date membership records, including contact information, membership status, and renewals.
• Ensure Chapter activities comply with Forbes Vietnam's regulations and guidelines.
• Track and report on Chapter progress towards goals, such as event attendance, membership growth, and member renewals.

CRM Execution and Optimization

• Execute CRM initiatives and campaigns to optimize subscriber acquisition, engagement, and retention.
• Collaborate with the Development Team to build and maintain a CRM system for managing customer data, segmenting customer lists, and personalizing communication.
• Monitor and analyze customer behavior, engagement, and conversion rates to identify areas for improvement.

Data-Driven Insights & Impact:

• Generate comprehensive reports on customer service performance, subscriber engagement, and delivery processes, illuminating key insights to enhance customer satisfaction.
• Leverage data analysis techniques to uncover hidden patterns and trends, transforming raw data into actionable recommendations that drive business growth.
• Present data-driven insights to the management team, highlighting strategic opportunities to optimize CRM operations and achieve overarching goals.

Customer Service Excellence:

• Oversee all aspects of customer service operations, ensuring prompt, professional, and empathetic resolution of inquiries, complaints, and feedback across multiple channels.
• Continuously monitor and elevate customer satisfaction levels through proactive communication, effective problem-solving, and a commitment to exceeding expectations.

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum 1 year ofCRM role, ideally within the publishing industry or a membership/subscription-based business.
• Exceptional communication skills, both verbal and written, with the ability to build rapport and trust with diverse stakeholders.
• A strategic problem-solver with a knack for conflict resolution and a data-driven mindset.
• Proficiency in CRM software and tools, with a passion for leveraging technology to enhance customer experiences.
• A collaborative team player with a can-do attitude and a passion for delivering exceptional results.
• Fluent in spoken and written Vietnamese and English.
• Strong team player with a positive attitude.