CRM Executive

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.
In-depth analysis of customers:
Perform in-depth analysis of behaviors and segments to gain insights into customer touchpoints and opportunities for performance optimization.
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.
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.
Customer Service:
Work closely with CS team to support and deliver the solution for customers complaints (via Email, Zalo, Facebook).
Build and develop Zalo OA to connect API to enhance customer experience.