CRM Senior Specialist (Retail)

Mô tả công việc

• Client Strategy & Performance
• Partner with cross functional teams to shape and execute the Vietnam CRM strategy, with a focus on growing the client base and deepening client engagement and loyalty.
• Develop a client engagement model, leveraging data-driven insights to deliver tailored content via the most effective channels at pivotal moments.
• Lead innovative CRM initiatives, such as digital engagement platforms, refined audience targeting, and personalized client journey’s, to elevate the client experience.
• Safeguard the accuracy of the local client database, ensuring robust data collection and meaningful segmentation in alignment with broader regional and global guidelines.
• Ensure compliance with local data privacy legislation and uphold the highest standards of brand and operational integrity.
• Campaign Management
• Orchestrate all phases of CRM campaign activity, from development and planning, to execution, optimization, and comprehensive performance review.
• Implement systematic approaches for campaign measurement and analysis, ensuring learnings are embedded in future initiatives for sustained improvement.
• Ensure campaign execution is consistently on-brand and synchronized with marketing calendars, optimizing reach across all relevant client touchpoints.
• Clienteling & Retail Execution
• Lead the integration and sustained adoption of clienteling best practices and digital tools across retail teams, championing a culture of service excellence reflected in strong clienteling KPIs.
• Design and operationalize actionable clienteling strategies that drive recruitment, retention, and advocacy among targeted client segments.
• Equip retail teams with practical resources, ongoing training, and clear standards to deliver memorable, individualized client journeys in every interaction.
• Develop and execute impactful client-focused activations to boost boutique traffic, engagement, and conversion, strategically aligned with core brand moments and milestones.
• Contribute to the planning and seamless execution of CRM-driven events that nurture long-term client relationships and community.
• Client Care & Customer Satisfaction
• Oversee client feedback, translating insights into targeted actions for retail and L&D teams to enhance the end-to-end client experience.
• Act as the primary escalation point for client care, resolving issues promptly and championing a culture of service recovery and continuous improvement.
• Work in close partnership with retail teams to address client concerns efficiently and empathetically, consistently modeling a client-first ethos in all service touchpoints.
• Minimum 5 years’ experience in CRM role
• Understanding of retail, ideally premium retail sector
• Experience working in a fast paced, dynamic and cross-functional environment
• Demonstrated ability to collaborate across functions, influence stakeholders, and drive alignment on key business priorities.
• Strong analytical and problem-solving capabilities, with high attention to detail and a client-first approach.
• Excellent communication, presentation, and stakeholder management skills, with the ability to engage effectively across different levels of the organization.
• Fluent in Vietnamese and English, both spoken and written.
• Experience with Salesforce is highly desirable.