General Job Description

This position will be fully in charge of Customer Relation Management strategy, scheme and structure development, process and system management, as well as cost control. He or She will play an important role in coordinating with related departments to attain financial goals.

JOB DESCRIPTION:

Duties & Responsibilities

1. Create & monitor Group CRM strategy, scheme and marketing campaigns to retain, upsell and recruit customers:

• Develop a strategy and scheme for the CRM system at the Group level including finance, sales, and marketing mechanisms
• Set up the structure for the customer database system
• Extract and filter, classify customer source into categories
• Analyze, evaluate the database, then formulate the appropriate Sales approach to optimize Marketing and Services functions and activities

2. Create & monitor sustainable financial funding and payment process of Group CRM scheme

• Cooperate with Finance Department to create a financial plan for the project’s sustainable financial funding
• Follow up payment process with Group and Subsidiaries
• Collaborate with Sales, Marketing and related departments to plan, implement advertisement, communication, commercial promotion campaigns and other programs to promote Sales (include sales and cross-sales);

3. Supervise proper implementation and control overall cost of all CRM initiatives

• Propose, create and monitor the use of customer care software, such as: call center, website, live chat, apps, portal, automatic sales... that helps staff to operate more smoothly and more professionally to ensure the promt and closed interaction between Group with customers
• Create, control the policy, process and system of customer service, make sure all the requirements, complains, claims...of customers are followed and handled quickly and effectively in order to increase the level of satisfaction and remain customer's loyalty;
• Be the representative of Group to work with partners, clients and related parties.
• Other tasks as assigned by Chief of Strategy & Communication/ Corporate Projects Director

Job Requirement:

1. Core Competencies

• In-depth understanding of customer research & analysis
• Strong business acumen
• Sales and Marketing
• Customer Relation Management
• Communication, presentation and negotiation, project management skills;
• Autonomous and creative
• Positive, critical thinking; result-oriented
• Customer mindset.

2. Skills and Knowledge

• Bachelor degree or above; prefer in marketing, diplomacy, finance or business administration
• At least 05 - 10 years of experience of customer relation management or relevant for B2C companies with proven track of increase sales
• Knowledge of CRM mobile phone apps is an advantage
• Fluent in English both written and verbal communication
• Proficiency in Microsoft Office and customer care software
• Ready for travelling and business trips