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 Degree in Marketing, Business Administration, Data Analytics, Economics, or related.
- 3 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.
