Customer Relationship Management Manager

Circle K

About the job

I. Job accountabilities:

· Plan and deliver CRM strategies encouraging customer retention & customer loyalty

· Work closely with direct superior to formulate suitable strategy to drive the development of CK Club – Circle K Vietnam owned CRM platform – in terms of numbers of active users

· Customer Journey Mapping, analyzing touch points with Circle K and maximizing commercial opportunities

· Responsible for retention campaigns, from conceptualization through to analysis, including idea generation, proposal preparation, oversee the production process & execution.

· Oversee direct communication with customers through the CRM

· Monitor and maximize customer lifetime value strategies, ensuring maximizing profitability. Ensure the CRM system provides an effective sales funnel

· Work closely with BI team to conduct business-wide consumer analytics and behavioral reporting, track marketing metrics and trends, like conversion rates and web analytics

· Ensure the database is segmented effectively for targeted marketing activities

· Develop and execute customized programs/ offers to fit with each targeted segment of customers following the data analysis

· Oversee the migration of all direct communications to lower cost mediums such as SMS and email

· Analyze customers’ feedback (online and offline) to improve customers’ satisfaction

· Closely coordinating with Brand Experience/ MKT team, Operations, and other related departments to maximize the O2O opportunities and to ensure the CRM to work effectively for all aspects of the Circle K

· Conduct market research to follow trends and competition, to know your competition and strategies accordingly

· Manage CRM team

· Assist in organizing promotional events to reach prospective customers

· Assist the branding team in providing a consistent user experience across all CRM touchpoints.

II. Job Requirements:

· Extensive experience of direct and digital marketing, ideally in Retail or a similar industry

· Strong background in customer acquisition, re-engagement, and retention strategies

· Degree in Marketing or relevant field

· Technical expertise with CRM and analytical systems

· A confident and articulate communicator capable of inspiring strong collaboration in an organization

· Previous experience in CRM/ data marketing/ email marketing

· Excellent planning, analytical skills, attention to details and project management

· Knowledge and understanding of data and production processes

· Great communication skills, written and verbal in both Vietnamese and English along with a customer-oriented attitude

· Foresight to anticipate issues, set priorities and proactively develop strong relationships both internal and external

· Ability to be creative and develop new ideas

· Strong knowledge of budgeting and forecasting

· An ability to manage marketing projects end-to-end

· Positive thinking, can-do attitude, and high level of integrity

III. Benefits:

– Competitive salary (100% salary during probation)

– Yearly bonus

– Insurance: Social Insurance + Premium health insurance for employees

– Annual leave: up to 15 days/year

– Yearly health check, performance evaluation to revise salary

– Employee engagement activities: company trip, team building…

To apply for this job email your details to hello@cturtle.co

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