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Head of CRM

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Head of CRM

  • Location:

    Ho Chi Minh City

  • Sector:

    Monroe Cosmetic & Fashion

  • Job type:

    Permanent

  • Salary:

    Negotiable

  • Contact:

    Quinn

  • Contact email:

    quynh.cao@monroeconsulting.vn

  • Job ref:

    BBBH410163_1671778246

  • Published:

    about 1 month ago

  • Expiry date:

    2023-03-23

  • Client:

    Monroe Consulting Group

International award-winning executive recruitment expert Monroe Consulting Group is recruiting on behalf of an international Luxury retail company.

Our highly respected client is seeking a Head of CRM. The job is open for Vietnamese only and the candidate will be based in HCMC.

Job Responsibilities:

  • Omni CRM Strategy
    • Design framework of omni-CRM customer journey, categorization of customer clusters etc., and drive Art of Repeat lifecycle campaign content planning to enhance consumer engagement, cross-sell, retention and engagement on all channels.
    • Ensure to translate business goals into accurate delivery requirements, specifying required data, segmentation & targeting logic, and dynamic campaign requirements
    • Execute global best practice and a value driven approach of Omni CRM programs planning
    • Standardize CRM strategy format across brands while giving guidelines to local brand teams
  • Omni CRM Execution:
    • Online/Offline CRM execution (incl. Art of repeat)
    • Lead the execution of Omni CRM activities, reporting, and optimization cross-cluster aligned with brand CRM strategy
    • Drive execution of CRM campaigns in partnership with brands for new product launch or a promotion, and online only promotion through managing eDM and LINE.
    • Drive art of repeat related eDM and mail sending execution in partnership with Brand team
    • Data Modeling and Target segmentation
    • Utilize propensity models to develop targeted e-mail and direct mail lists; develop criteria to test, learn and improve all campaigns
    • Ensure the CRM data is segmented effectively and captures product lines, sales channel and customer purchasing behaviors
    • Define response and attribution models for campaigns; manage control groups, audience size, and variances
    • Lead agencies/ 3rd party selection and vendor management to build/execute CRM execution
  • Omni CRM Analysis
    • Lead a team in Testing, Analytics & Reporting
    • Analyze campaign effectiveness from quantitative and qualitative perspective, and modify campaigns based on conclusions and clearly articulate results to stakeholders
    • Own and develop comprehensive daily, weekly, monthly reporting of all relevant CRM KPIs, and build the right dashboards to track, socialize performance efficacy and ROI
    • Support A/B and multivariate testing to help deliver exceptional customer experiences
    • Monitor and maximize strategies, and demonstrate incremental benefit from CRM activities to the business to ensure maximum profitability
    • Drives new analytics practices that support consumer behavior knowledge
    • Support the implementation of CRM, marketing automation and manage platforms from business side working with key stakeholders across IT and brands
    • Define target consumers, assist in prioritizing efforts and ensuring the smooth execution of campaigns and reporting in partnership with Online, CMI, Brand team
    • Standardize data analysis by modifying local legacy data registered in local tool "Cube"
    • For small/medium Brands, support the Brand teams in developing their CRM campaigns based on the brands' growth priorities, with particular emphasis on omni-channel opportunities
    • Partners with Affiliate Brands to deploy relevant CRM solutions and contents/creatives to be leveraged across channels
    • Feeding local findings and insight to APAC Corporate Marketing team
  • Budget Management
    • Develop and maintain CRM activities budgets
    • Manage day-to-day CRM activities as related to allocated CRM budget including gathering data, entering and monitoring budget spending
  • Coaching and Development
    • Provide leadership, guidance, and constructive feedback to support team members/ staffs regarding assigned accountabilities
    • Identify any areas of learning and development for individual team members, discuss and plan improvement strategy
    • Attend corporate development programs as required

Job Requirements:

  • At least 8 years of experience in a functionally relevant position, ideally from MNC FMCG/Luxury Retail company.
  • Creative, conceptual thinking, strong co-ordination and interpersonal skills, attentive to details
  • Display in-depth knowledge about various social media platforms (i.e. Facebook, LinkedIn Twitter, Instagram and etc.) and how they use these platforms to create campaigns
  • Solid experience in development & execution in
    • Digital media campaigns: Search, Display, Mobile & social media
    • Website/Microsite campaigns
    • Email marketing campaigns
    • Mobile campaigns
  • Must have marketing planning, CRM and CI experience; ideally combined with operational exposure to social media and digital marketing
  • Display in-depth knowledge about various social media platforms (i.e. Facebook, LinkedIn Twitter, Instagram and etc.) and how they use these platforms to create campaigns
  • Highly Proficient in English.