Job Purpose or Summary

CRM Specialist will support CRM Department on the execution of Pharmacity CRM campaign & user growth, all member activities planning and campaigns management.

Main Responsibilities

CRM Planning & Strategy

Develop monthly, quarterly, and annual CRM plans aligned with business objectives (Sales Growth, Purchase Frequency, Retention, Reactivation).
Segment customer base and propose targeted strategies for different groups (New, Existing, Churned, VIP, etc.).
Collaborate with Stakeholders to align campaigns with seasonal priorities and category focus.
Design and implement test & learn frameworks (A/B testing, control groups, uplift measurement).

Data Analysis & Reporting

Analyze customer behavior including cohort analysis, churn rate, retention rate, purchase frequency, ABV, and CLV.
Evaluate CRM campaign performance (SMS, ZNS, App Push, Email, etc.)
Build dashboards/ tracker and deliver weekly/monthly/quarterly performance reports.
Generate actionable insights and optimization recommendations based on data.

Campaign Operations

Set up and execute campaigns through CRM platforms (SMS, Zalo, App Push, Marketing Automation flows).
Manage campaign timelines to ensure on-time execution.
Tailor messaging by customer segment.
Monitor and optimize campaigns during execution (budget allocation, segmentation adjustments).

Requirements

Bachelor or advanced Degree in Marketing, Business Administration, Data Analytics, Economics, or related.
Minimum 1 years of experience in CRM or Data Analysis roles.
Hands-on experience with CRM/CDP platforms and marketing automation tools.
Experience in Retail, E-commerce, or FMCG industries is preferred.
Analytical skills (advanced Excel required)
Solid understanding of CRM metrics: Retention, Reactivation, Churn, CLV, Cohort analysis.
Detail-oriented with strong logical thinking.
Good project management and cross-functional collaboration skills.

CRM Specialist/ Senior