This role directly contributes to revenue growth, cost optimization, and strengthening customer loyalty within Vietnam&039;s dynamic dairy industry through the application of data and predictive analytics.
Job description
Lead and manage the CRM data team, primarily responsible for collecting, processing, and analyzing multi- channel customer data to generate valuable insights, supporting the development and optimization of CRM strategies, personalized marketing campaigns, and enhancing customer experience.
KEY RESPONSIBILITIES
Data Strategy & CRM
• Propose and oversee the implementation of AI- driven personalization strategies and Omni- channel purchasing behavior.
• Define and propose customer data collection and governance objectives aligned with the brand.
• Lead the evaluation of Return on Investment (ROI) and optimize CRM campaign costs (SMS, email, automation, etc.).
• Shape and implement customer data strategies based on real- time Customer Data Platform (CDP) foundations.
• Lead in- depth CRM data mining to generate strategic insights supporting marketing & sales campaigns.
• Provide data- driven insights to support annual CRM budget planning aligned with brand strategy and customer growth objectives.
• Lead the evaluation of Return on Investment (ROI) and optimize CRM campaign costs (SMS, email, automation, etc.).
• Establish and maintain a Customer Lifetime Value (CLV) measurement system to prioritize budget allocation and optimize investment.
• Lead data analysis to develop and optimize loyalty program strategies for specific customer segments. Ensure that the approach is collective and comprehensive, considering people, processes, culture and systems.
System Management & Data Integration
• Define and standardize customer data metrics for the entire system.
• Establish and oversee the standardization of CRM data input, processing, cleaning, and management procedures on a regular basis, ensuring data quality and integrity.
Data Analysis & Insight
• Create and lead the dissemination of monthly dashboard reporting used to measure program performance.
• Lead the building and maintenance of a centralized CRM data source optimized for analysis, reporting, and operations.
• Oversee the execution of reports measuring CRM campaign effectiveness and Omni- channel customer journeys.
• Lead the development and implementation of customer churn prediction models.
• Lead in- depth analysis of CRM campaign effectiveness and Omni- channel customer journeys.
• Oversee the periodic collection, processing, and cleaning of customer data, ensuring the highest data quality.
• Lead all ad hoc analysis requested by senior leadership and brand management stakeholders.
Job requirements
Experiences & Requirements:- 3- 5 years of related experience. Relevant functional backgrounds: CRM, Marketing Analysis, Marketing Response Modeling, Database Marketing/Operations, or Statistical Modeling & Forecasting.Good at SQL and Python
- Experience in dairy/nutrition industry or related industry
Soft Skills
Leadership:
Communication:
Problem- Solving:
Collaboration:
Business Acumen:
Time Management
Technical Skills & Tools
CRM Platforms: Experience working with Salesforce Cloud platform (Service Cloud, Marketing Cloud) strongly preferred. Proficiency in other CRM platforms like
Data Analysis Tools: Proficiency in database querying (SQL), advanced Excel, and Business Intelligence (BI) tools such as Tableau, Power BI.
Modeling & Data Strategy: Expertise in modeling tools, transactional and SKU- level data, CRM technologies, and segmentation/targeting strategies.
