· Build CRM & Data Platform and maximize/ optimize its usage, to ensure it works seamlessly to serve customer recruitment, retention and loyalty on both offline and online channels.
· Develop and execute Customer Journey Mapping and touch points analyzing on offline and online channels to maximize commercial opportunities.
· Create & execute CRM programs (schemes, value exchanges, data segmentation) to engage consumer to build users base and maximize commercial opportunities.
· Manage the business’s day-to-day customer engagement & data.
· Supervise and maintain the installation, configuration and support of the CRM platform and work closely with external CRM & Data agencies to analyze and resolve any issues in a timely and accurate manner.
· Perform analysis of data to provide insights into customer behaviors, segmentations.
· Work with Digital Content person to produce materials for EDM, SMS, Chatbot, … in CRM journey Partners to work with: Digital Media Digital Content, Creative team, third party CRM platform, external CRM & Data agency (depend on the workload and business prioritization)
2. Digital Marketing (40%)
· Have the ownership role of Facebook fanpage/ Zalo Official Account/ Instagram page
· Coordinate with Brand team to update Social pages with daily content update.
· Monitor social media page by weekly/ monthly/ quarterly report with data-driven mindset to share the feedback back to Content team. Partners to work with: Digital Media, Digital Content, external social media agency (depend on the workload and business prioritization)
· Control Digital expenses
Other tasks assigned by Line Manager.