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.
