Head of CRM

Ho Chi Minh City, Vietnam

Head of CRM reports directly to the CEO.

Job Description and Key Responsibilities:

  • Organizes CRM activities through outsourced CC provider;
  • Controls daily and weekly reporting from external CRM provider to insure effective interaction with customers;
  • Interacts cross-functionally with internal departments to ensure effective business processes;
  • Interacts with marketing to implement planned marketing campaigns;
  • Provides analysis based on customer satisfaction reports to improve assortment / processes / marketing campaigns through analysis of good return, problem orders, goods change, operational mistakes;
  • Provides proposals to optimize and improve business processes to increase sales;
  • Controls of orders connected with incidents with customers;
  • Analyses of the results of CRM activities and proposes improvements and innovations;
  • Plans and controls of budget and costs of CRM department;
  • Delivers results within deadlines and targets set up;
  • Prepares analysis and reporting to higher management and HQ.

Key Requirements to the candidate:

  • Female around 30 + / - o;
  • Higher professional education in business administration or marketing;
  • B2C Marketing or DM experience minimum 3 years (Mail-order industry is a great plus);
  • Knowledge of media market and strong network with media providers;
  • English, good command (oral and written);
  • Russian is a great plus.

Head of CRM should know:

  • principles of Direct Marketing and Media activities and how to promote products on the market;
  • product knowledge of market goods;
  • methods for studying the demand for products;
  • knowledge of direct marketing techniques
  • ethics of consumer and business communication;
  • technique making presentations;
  • Methods of processing information using modern means of communication and communication, computer.

 Head of CRM shall possess:

  • Organizational skills;
  • Analytical skills;
  • Negotiation skills;
  • Communication skills.


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