HCM - Customer Relationship Management Manager
Văn Phòng Đại Diện Nam Sài Gòn - Công Ty Cổ Phần Maison Retail Management International
Địa điểm làm việc: Hồ Chí Minh
Hết hạn: 06/05/2024
- Chi tiết công việc
- Giới thiệu công ty
Vị trí công việc này hiện tại đã hết hạn nộp hồ sơ, bạn có thể tham khảo thêm một số công việc liên quan phía dưới
Mô tả công việc
I. JOB BRIEF
We are looking for a CRM Manager who will be responsible for conducting cross team projects that will impact the most positively the acquisition, retention, and growth of the company's customers leveraging extensive customer data points and CRM channels. The individual will bring together task teams and external partners and deliver on prioritized initiatives that will ADD most value in a customer's lifetime.
II. DETAILED JOB DESCRIPTION
Manage and Update New & Existing Client Data
- Manage and update lead and customer data updated in CRM across all channels including online, e-commerce platform, offline stores, loyalty app and any third party platforms or sources
- Ensure all lead & customer data sources are maintained and all integrations or API's function and are improved
- As best as possible, develop a way to map customer data from online store with offline stores to tie revenue and purchasing history to each unique person
- Audit and minimize amount of "duplicated" customer data or leads
- Identify ways to improve and maximize amount of data fields captured over time for each lead / customer
- Develop a "tag strategy" to ensure actions or purchases are always recorded and tied to each customer or lead
- Develop a data segmentation strategy based on lead or customer actions and purchasing behavior to best segments data into actionable marketing "lists" or cohorts
Marketing Automation
- Build customer journeys across both online and offline touchpoints to maximize customer acquisition, retention and growth strategies
- Develop automations including new lead welcome, converting leads into first time purchases, introducing new products, abandoned carts, increasing repeat purchases, upselling and downselling products, generating referrals, cross selling relevant brands, collecting net promoter scores and more
- Set up CRM tools to allow execution of automation and communications across multiple channels including Web push, app push, email, SMS, chat and more
- Own and constantly improve all automation rules and triggers for different lead and customer actions
- Coordinate with Social Media & Content Manager on preparing structure & content plan for email automation sequences
- Work with current freelance CRM service provider to improve current systems and become the lead owner of marketing automation within Maison.
Campaigns
- Split test and constantly optimize automation campaign content including email designs, body, headlines, images, creatives, messaging and more
- Build out a promotional automation calendar to support trade marketing and work with marketing team & brand team on execution of sales campaigns via automation
- Apply a holistic end to end customer journey optimization approach to focus on how automation campaigns could be improved beyond "email / SMS" such as by optimizing the URL destination link, product page, checkout process
- Work with E-commerce team, customer service, digital marketing
Loyalty App
The CRM Manager will have ownership over customer data, points and automations to maximize revenue generation via the app
- Have ownership over the Maison loyalty app's customer data, automations and manage existing credit or points
- Work with marketing team and brand team to maximize customer points to incentivize first time and repeat purchases via the app
- Develop campaigns and automations to increase revenue and customer LTV via the app
- Work with marketing team for a campaign calendar to include introducing new products, sales promotions, cross selling, upselling, and other activities
Revenue Generation & Reporting
- Develop and own the entire funnel reporting for all marketing automation campaigns for both new leads and existing customer data
- Create and measure customer cohorts based on new and repeat purchasing behavior and accurately measure customer LTV of each cohort
- Build and manage a marketing automation dashboard to report on data growth by cohort, list, campaign performance, revenue, customer lifetime value & ROI
- Tie in automation reporting from multiple sources including CRM, loyalty app, customer service, Google analytics, adwords, FB, tag manager, Hotjar or other web analytics and more to effectively pull out the most
- Determine the best method to accurately measure revenue when factoring multiple sources and attributions
- Work with CMO to set targets on subscriber growth, first time purchase growth, revenue growth, LTV growth and repeat purchases.
We are looking for a CRM Manager who will be responsible for conducting cross team projects that will impact the most positively the acquisition, retention, and growth of the company's customers leveraging extensive customer data points and CRM channels. The individual will bring together task teams and external partners and deliver on prioritized initiatives that will ADD most value in a customer's lifetime.
II. DETAILED JOB DESCRIPTION
Manage and Update New & Existing Client Data
- Manage and update lead and customer data updated in CRM across all channels including online, e-commerce platform, offline stores, loyalty app and any third party platforms or sources
- Ensure all lead & customer data sources are maintained and all integrations or API's function and are improved
- As best as possible, develop a way to map customer data from online store with offline stores to tie revenue and purchasing history to each unique person
- Audit and minimize amount of "duplicated" customer data or leads
- Identify ways to improve and maximize amount of data fields captured over time for each lead / customer
- Develop a "tag strategy" to ensure actions or purchases are always recorded and tied to each customer or lead
- Develop a data segmentation strategy based on lead or customer actions and purchasing behavior to best segments data into actionable marketing "lists" or cohorts
Marketing Automation
- Build customer journeys across both online and offline touchpoints to maximize customer acquisition, retention and growth strategies
- Develop automations including new lead welcome, converting leads into first time purchases, introducing new products, abandoned carts, increasing repeat purchases, upselling and downselling products, generating referrals, cross selling relevant brands, collecting net promoter scores and more
- Set up CRM tools to allow execution of automation and communications across multiple channels including Web push, app push, email, SMS, chat and more
- Own and constantly improve all automation rules and triggers for different lead and customer actions
- Coordinate with Social Media & Content Manager on preparing structure & content plan for email automation sequences
- Work with current freelance CRM service provider to improve current systems and become the lead owner of marketing automation within Maison.
Campaigns
- Split test and constantly optimize automation campaign content including email designs, body, headlines, images, creatives, messaging and more
- Build out a promotional automation calendar to support trade marketing and work with marketing team & brand team on execution of sales campaigns via automation
- Apply a holistic end to end customer journey optimization approach to focus on how automation campaigns could be improved beyond "email / SMS" such as by optimizing the URL destination link, product page, checkout process
- Work with E-commerce team, customer service, digital marketing
Loyalty App
The CRM Manager will have ownership over customer data, points and automations to maximize revenue generation via the app
- Have ownership over the Maison loyalty app's customer data, automations and manage existing credit or points
- Work with marketing team and brand team to maximize customer points to incentivize first time and repeat purchases via the app
- Develop campaigns and automations to increase revenue and customer LTV via the app
- Work with marketing team for a campaign calendar to include introducing new products, sales promotions, cross selling, upselling, and other activities
Revenue Generation & Reporting
- Develop and own the entire funnel reporting for all marketing automation campaigns for both new leads and existing customer data
- Create and measure customer cohorts based on new and repeat purchasing behavior and accurately measure customer LTV of each cohort
- Build and manage a marketing automation dashboard to report on data growth by cohort, list, campaign performance, revenue, customer lifetime value & ROI
- Tie in automation reporting from multiple sources including CRM, loyalty app, customer service, Google analytics, adwords, FB, tag manager, Hotjar or other web analytics and more to effectively pull out the most
- Determine the best method to accurately measure revenue when factoring multiple sources and attributions
- Work with CMO to set targets on subscriber growth, first time purchase growth, revenue growth, LTV growth and repeat purchases.
Yêu cầu công việc
- Minimum Bachelor's Degree major in Marketing, Business Administration, or related fields. Degree in technology strongly preferred
- 8+ years' experience in technology, automation, business intelligence
- Experience in using marketing automation software
- Experience in e-commerce is a strong plus
- Strong understanding of data visualization, reporting, segmentation, and technology
- A creative mindset and understanding of fashion selection is strongly required.
- Strong project management and organization skills
- Strive for impact and high performance. Hunger for success with a commitment to getting things .
- 8+ years' experience in technology, automation, business intelligence
- Experience in using marketing automation software
- Experience in e-commerce is a strong plus
- Strong understanding of data visualization, reporting, segmentation, and technology
- A creative mindset and understanding of fashion selection is strongly required.
- Strong project management and organization skills
- Strive for impact and high performance. Hunger for success with a commitment to getting things .
Thông tin chung
- Ngày hết hạn: 06/05/2024
- Thu nhập: Thỏa thuận
Giới thiệu công ty
Được thành lập vào năm 2002 Công ty Cổ phần Maison (Maison) đã nhanh chóng trở thành một trong những công ty phân phối thời trang lớn nhất trong việc giới thiệu các thương hiệu thời trang cao cấp và sang trọng tại Việt Nam. Sau thành công ngoài mong đợi của cửa hàng đầu tiên, hiện Maison đang là ngôi nhà chung của hơn 18 thương hiệu đình đám thế giới. Dự báo sẽ có nhiều thương hiệu mới được ra mắt vào năm 2022, thổi vào thị trường Việt Nam những giấc mơ thời trang bất tận.
Maison không chỉ lan tỏa văn hóa thời trang thế giới đa dạng mà còn mang đến một nền tảng thời trang giá trị, dịch vụ khách hàng tận tâm, có trách nhiệm, để Việt Nam là điểm đến sành điệu cho tất cả các tín đồ thời trang.
(English below)
Launched in 2002, Maison Retail Management International (Maison) quickly became one of the largest fashion distributors in Vietnam. Maison has a strong history of introducing the most high-end and luxurious International fashion brands to Vietnam. Following the success of our very first store, Maison is now the home to more than 18 worldwide recognized brands with more to come in 2022. We are committed to bringing new and hot trends to town for our loyal fashion lovers to drown in an endless sense of style.
Maison both spreads the luxurious-wearing culture as well as delivers a value driven, customer focused and responsible fashion base in our continued effort to make Vietnam a trendier place for all fashionistas.
Maison không chỉ lan tỏa văn hóa thời trang thế giới đa dạng mà còn mang đến một nền tảng thời trang giá trị, dịch vụ khách hàng tận tâm, có trách nhiệm, để Việt Nam là điểm đến sành điệu cho tất cả các tín đồ thời trang.
(English below)
Launched in 2002, Maison Retail Management International (Maison) quickly became one of the largest fashion distributors in Vietnam. Maison has a strong history of introducing the most high-end and luxurious International fashion brands to Vietnam. Following the success of our very first store, Maison is now the home to more than 18 worldwide recognized brands with more to come in 2022. We are committed to bringing new and hot trends to town for our loyal fashion lovers to drown in an endless sense of style.
Maison both spreads the luxurious-wearing culture as well as delivers a value driven, customer focused and responsible fashion base in our continued effort to make Vietnam a trendier place for all fashionistas.
Quy mô công ty
Dưới 10 nhân viên
Việc làm tương tự
Công Ty CP Công Nghệ Giáo Dục Trường Học Trực Tuyến - Onschool
Từ 15.000.000 - 30.000.000 VNĐ
07/10/2024
Hà Nội, Hồ Chí Minh
Công ty cổ phần Công nghệ Sapo
6 Triệu -13 Triệu VND + % Hoa hồng + Thưởng
08/10/2024
Hà Nội, Hồ Chí Minh, Hải Phòng, Bình Dương, Nghệ An
Công ty Cổ Phần Giao Dịch Hàng Hóa Gia Cát Lợi
15.000.000vnđ - 20.000.000vnđ
11/10/2024
Hà Nội, Hồ Chí Minh, Bình Dương
Công ty Cổ phần Tập đoàn Sen Group
Lương cơ bản 6.000.000 - 18.000.000 + % Hoa Hồng + Thưởng
18/10/2024
Hồ Chí Minh
Công Ty TNHH Một Thành Viên An Phát Cường Thịnh
7 - 12 Triệu VND
17/10/2024
Hồ Chí Minh
hỗ trợ doanh nghiệp
Giải thưởng
của chúng tôi
Top 3
Nền tảng số tiêu biểu của Bộ
TT&TT 2022.
Top 15
Startup Việt xuất sắc 2019 do VNExpress tổ chức.
Top 10
Doanh nghiệp khởi nghiệp sáng tạo Việt Nam - Hội đồng tư vấn kinh doanh ASEAN bình chọn.
Giải Đồng
Sản phẩm công nghệ số Make In Viet Nam 2023.