The CRM Manager is responsible for building, leading, and overseeing the entire customer relationship management strategy to maximize Customer Lifetime Value (CLTV) and drive revenue growth. You will lead a team of specialists and act as a strategic bridge between CRM and other departments to ensure all activities are implemented effectively and cohesively.
Key Responsibilities
- Strategy & Leadership: Develop, shape, and lead the company's overall CRM strategy. Set clear goals, KPIs, and roadmaps for the team to achieve key growth metrics.
- Team Management: Recruit, train, and manage a team of CRM specialists. Delegate tasks, support skill development, and foster a positive, goal-oriented work environment.
- Channel & Campaign Management: Oversee and be responsible for the effectiveness of direct customer communication channels (email, SMS, push notifications, in-app messages). Plan, approve, and optimize acquisition, retention, and reactivation campaigns based on data.
- Segmentation & Personalization: Lead the analysis, definition, and continuous optimization of the customer database segmentation strategy. Ensure all marketing activities are highly personalized to provide relevant experiences for each audience group.
- Analytics & Optimization: Collaborate closely with the Data & BI departments to gain deep insights into customer behavior, customer journeys, and campaign effectiveness. Convert data insights into concrete actions to optimize CLTV and other metrics.
- Cross-functional Collaboration: Act as a strategic partner to other department heads/team leads (Sales, Product, Customer Service, Marketing) to ensure CRM activities are seamlessly integrated into the company's overall operations.
- Budget Management: Responsible for effectively managing and allocating the CRM budget to achieve the best possible ROI.
- Technology & Systems: Proactively evaluate, propose, and implement new CRM technologies and tools to improve work efficiency and personalization capabilities.
Requirements
We are looking for a leader with a strategic mindset, strong analytical skills, and a passion for creating groundbreaking customer experiences.
- Experience: A minimum of 4 years of experience in CRM or Digital Marketing, with at least 1-2 years in a management or senior role. Experience in a D2C (Direct-to-Consumer) or e-commerce environment is a strong plus.
- Expertise: Solid understanding of CRM principles and strategies, and Retention Marketing. Extensive experience with CRM marketing platforms (Braze, Salesforce Marketing Cloud, HubSpot, MoEngage...).
- Mindset & Skills:
- Strategic Thinking: Ability to see the big picture, set a vision, and build a long-term execution roadmap.
- Leadership & Management: Experienced in and capable of leading and inspiring a professional, results-oriented team.
- Data Analysis: Excellent data analysis skills, capable of using SQL and BI tools (Looker Studio, Power BI) to make data-driven decisions.
- Creative & Proactive: Always seeking new ways to engage with customers, unafraid to experiment and lead new initiatives.
- Basic Technical Knowledge:
- Knowledge of Responsive HTML is a plus (to understand and support the email
design team).
- Knowledge of APIs, Webhooks, and integration systems is a big plus.
Benefit and Perks
Salary & Allowances
- 13-month salary with annual performance bonus, project incentives, sales incentives (based on position)
- Lunch allowance: 730.000 VND/ month
- Special occasion bonus: 2.500.000VND/ year
- Annual leaves: Up to 20 days/year (based on levels)
- Health: Social insurance, premium health insurance, yearly health check
- Laptop, screen and other needed facilities/ accounts/ tools for work
Career Growth
- Yearly salary review and promotion
- Diverse career path: Management or Expert and functions rotation opportunity
- Free learning sources in Udemy, Coursera, O'Reilly platforms; internal workshop, certification sponsorship, and exclusive mentoring from C-levels
- Recognition and awards at team and organizational levels.
- Grow your career with opportunities across the dynamic ecosystem of Techcombank & Masterise Group.
- Access special loan offers with competitive interest rates and flexible grace period options tailored to your financial needs.
Working Environment
- Open & collaborative working space fosters both individual focus and teamwork activities
- Young, dynamic, and collaborative working atmosphere
- Unwind zones: gaming, table tennis, yoga, gyms, bath rooms.
- Personal lockers with QR code access.
- Quarterly/yearly teambuilding & engaged internal events.
