Nhân Viên Quan Hệ Khách Hàng (CRM Executive)

1. Customer Relationship Management (CRM) Focus:
• Develop and execute CRM strategies and programs.
• Build and develop customer journey based on segmentations
• Develop and implement communication strategies through CRM channels (e.g., email, Zalo OA,
targeted promotions) to build relationships and drive loyalty.
• Collaborate with the Retail team to ensure integration of CRM initiatives with sales activities.
• Identify opportunities to leverage CRM data to gain insights into trade partner behavior and
preferences.

2. In-depth analysis of customers:
• Perform in-depth analysis of behaviours and segments to gain insights into customer touchpoints
and opportunities for performance optimisation.
• Prepare and co-ordinate the completion of various data and analytics reports to support decision
making, strategic planning and track KPI performance to track the effectiveness of initiatives.
• Develop dashboards and carry out communication of key findings, actionable insights and
recommendations to stakeholders
• Manage, build and maintain reports and dashboards that are created for marketing ensuring
automation avoiding manual reports
• Cut through large data sets and multiple analysis options to provide intelligible, actionable
reports and analysis

3. Cross-functional Collaboration:
• Work closely with sales, marketing, and other relevant departments to ensure alignment and
effective execution of CRM initiatives.
• Liaise with external agencies and vendors as needed.

4. Customer Service:
• Work closely with CS team to support and deliver the solution for customers complaints (via
Email, Zalo, Faceboook)
• Build and develop Zalo OA to connect API to enhance customer experience.

• Bachelor's degree in Marketing, Business Administration, or a related field.
• Experience at the same position for above 1 year.
• Strong analytical skills and experience using various data analysis tools and
  techniques (e.g., SQL, BI platforms, data visualisation tools).
• Fluency in English & effective communication skills to present findings clearly
• Proven experience in developing and implementing CRM strategies and
  managing CRM systems.
• Excellent analytical and problem-solving skills with the ability to interpret data
  and generate insights.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word).
• Experience with CRM software (e.g., Microsoft Customer Insight, Mailchimp,
  Zalo OA,...) is highly desirable.