[TAM SON] HCM - Senior CRM Executive

Tam Son International JSC is a member of the Openasia Group, a multi-industry investment group established in 1994 in Vietnam. Tam Son was initially founded in 2005 with a mission to bring global luxury fashion brands to Vietnam.

Since then, we have expanded our portfolio beyond fashion and into various luxury fields including watches, jewelry and audio-visual technology brands including Patek Philippe, Hermès, Vacheron Constantin, Piaget, Chopard, Bottega Veneta, Saint Laurent, Hugo Boss, Kenzo, Bang & Olufsen. Tam Son currently operates a network of 30 stores in both Hanoi and Ho Chi Minh City. The company plays an important role in the development of Openasia Group.

The Senior CRM executive is responsible for managing the organization’s CRM ensuring the company can make the most out of marketing opportunities it offers.

1. Loyalty management

• Design and manage communications strategy for the client focused on attracting, developing and retaining customers.
• Define loyalty offer strategy in partnership with data and strategy teams to maximize ROI.
• Lead ideation and conceptualization for program development and optimization, including process optimization
• Streamline and automate fulfillment processes for member enrollment, member benefits, promotion fulfillment, and program reporting working closely with cross-functional supporting teams (product, analytics, technology, and other marketing functions)
• Work with analytics team to enhance predictive value of our customer acquisition models
• Monitoring customer buying: active customers, inactive customer, lost customer and allocating CRM budget for each customer
• Tracking monthly for birthday of top VIP and working closely with Brand Retail team to ensuring satisfaction of customers.
• Monitoring CRM budget, tracking & following up with Brand retail team for CRM expense to be aligned with plan.

2. Customer experience management (CEM)

• Identification customer touch point; Analysis, implementation of measures and report of results
• Work with retail team to improve customer satisfaction
• Training for sales team about CEM, store service standard
• Work alongside Brand Marketing team to support with store-level email marketing to drive footfall, including localized offers and event invites
• Working closely with Call Center team to get customers feedback, analysis and solve customer queries.
• Customer Commitment: Monitoring of Customer Complaint, Customer Satisfaction Goodwill maintenance
• Proposing and tracking Customer Care program to enhance customer satisfaction, customer loyalty & retention.

3. Partnership

• Prospect, qualify, develop, acquire, and maintain new business with total internal and external partnership.
• Execution of sales strategies to create viable sales pipelines and management of sales opportunities from lead generation to closure.
• Develop relationships with key partners to maximize business, identify cross sell touch points, and proactively seek opportunities to deepen the relationship with said partners.

4. Other tasks assigned by Manager