CRM Team Lead

Job Description:

The CRM Team Lead is the strategic owner of SkyJoy's Marketing Technology (MarTech) stack. In this role, you act as the MarTech Brain behind the Growth and Marketing department. Your mission is to build a robust data infrastructure, implement advanced automation logic, and ensure data integrity across all platforms. You provide the high-octane data fuel and automated delivery systems that enable the Growth and Marketing to execute high-performing, full-funnel campaigns.

+MarTech Infrastructure & Ownership: Serve as the Product Owner and administrator for the Marketing Automation Platform (e.g., Insider, Clevertap, MoEngage).

+ Data Integration: Collaborate with the Product, Tech & Data teams to ensure seamless API integrations and real-time data flows between Vietjet, Banking partners, and the SkyJoy CRM.

+ Tool Optimization: Evaluate and implement new MarTech tools (CDP, Referral engines, Gamification modules) to enhance the platform's capabilities.

+ Data Enrichment & Advanced Segmentation:

• Unified Customer View: Build and maintain the Golden Profile for millions of SkyJoy members by unifying behavioral, transactional, and demographic data.
• Automated Segmentation: Develop sophisticated, real-time segments (RFM, Propensity models) that the Growth and Marketing team can plug and play into their acquisition and retention flows.
• Data Quality Governance: Ensure data hygiene and accuracy. You are responsible for identifying and fixing data gaps that prevent personalized marketing.

+ Automation Logic & Redemption Strategy:

• Orchestration Logic: Establish the rules of engagement, including Frequency Capping and Channel Priority, to prevent over-communication and ensure a premium user experience.
• Redemption Engine: Design the technical logic for the Burn (Redemption) ecosystemcreating automated triggers that nudge users to spend SkyPoints based on their specific interests.
• Personalization Frameworks: Build dynamic content templates and recommendation logic that allow the Growth team to deliver Segment-of-One experiences at scale.

+ Measurement & Experimentation Infrastructure:

• A/B Testing Framework: Design the technical environment for rigorous testing (Control groups, Multi-variate testing) to measure the incremental lift of CRM activities.
• LTV Analytics: Work with BI teams to build automated dashboards tracking Lifetime Value (LTV), Churn Risk, and Point Velocity.

+ Other tasks assigned by the Head of Growth and Marketing.

Job requirements:

Education & Work Experience

BA/BS/Marketing degree (in lieu of degree, five years of relevant work experience)

Experience: from 5 years of experience in CRM,MarTech, or Marketing Operations, preferably within Fintech, E-commerce, FMCG or Travel sectors. Proven track record of managing complex CRM platforms at scale (millions of users).

Expert-level proficiency in Marketing Automation tools (Insider, Clevertap, or MoEngage).

Strong understanding of Data Structures, APIs, and App Event tracking.

Ability to use SQL for data extraction and BI tools (Tableau/PowerBI) for analysis is a major plus.

Analytical Mindset: You enjoy solving data puzzles and building systems that run automatically.

Technical Proficiency: Hands-on experience with Marketing Automation platforms (e.g., Insider, MoEngage, Clevertap) and App Analytics tools (AppsFlyer, GA4).

Culture Fit: Proactive, creative, and capable of designing low-cost, high-impact experiments to achieve rapid scale in a dynamic environment.

Skills & Personal Attributes

• Detail-oriented with the ability to manage projects from inception through execution
• Excellent communication skills, both verbal and written
• Comfortable with data, analytics, CRM and loyalty programs coupled with creativity and a passion for branding
• A hunger to learn and ability to flourish in a dynamic, high-growth, entrepreneurial environment
• Entrepreneurial, self-starter with hands-on approach

Benefits:

• Competitive salary package (Base salary and performance bonuses).
• Probation period salary is 100% of the official salary.
• Comprehensive health and accident insurance.
• 15 days of annual leave.
• Provision of work equipment (Macbook/ Laptop, mouse, monitor, etc.).
• A creative and modern working environment.

Working location:Galaxy Innovation Hub D1 Hi Tech Park, District 9, HCMC