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.

Function:

·       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 campaign performance. Recommend performance 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 funtional departments to drive execution of the initiatives 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

Must-Have :

·       Excellent communication, collaboration, and project management skills, with the ability to work effectively across functions and organisational 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

Nice-to-Have:

• Experience in management consulting
• Experience in CRM, loyalty programs, customer engagement, or marketing
• Hands-on skills in customer segmentation, campaign execution, testing and optimisation
• Familiarity with loyalty program platforms or customer lifecycle management tools 

Education: Bachelor’s degree in Marketing, Business Admintrations, or a related field.

Seniority: Manager (JG16).  4+ 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