La Casa Hanoi Hotel

About the role:

The CRM Team Leader is a strategic leader responsible for designing and executing data-driven marketing strategies across the entire customer lifecycle. This role bridges the gap between high-level business objectives and operational excellence, overseeing marketing budgets, distribution channel strategies, and the robust maintenance of the customer database to drive sustainable growth.

Responsibilities:

• Implement a CRM strategy based on customer data and analytics to increase customer engagement and loyalty. Develop customer loyalty programs and customer engagement activities.
• Manage customer database, ensure accuracy and compliance with information security laws.
• Maintain customer relationships. Update and improve processes related to customer service and after-sales support. Resolve customer service related issues.
• Deploy and report periodically after each Marketing activity of each sales channel. Ensure Marketing activities are monitored, controlled and reported on time.
• Develop sales incentive policies to boost sales. Support sales team to achieve overall Company goals.
• Work closely with the marketing team to ensure that messages and campaigns are accurately targeted according to customer data.
• Evaluate the effectiveness of CRM strategies and programs through tracking KPIs and ROI. Implement periodic reports on CRM effectiveness and provide insights to the manager
• Build and operate SOP, Callcenter and improve staff skills. Measure customer metrics and analyze business performance. Deep understanding of customers...to improve service quality.
• Propose and deploy software, update new technologies applied in Customer Service work.
• Monitor CRM team activities, including goal setting, performance assessment and skills development. Coordinate with other departments such as Sales, IT and Data Analysis to ensure information synchronization and operational efficiency.
• Other tasks as assigned by the manager.

• Competitive salary.
• Full benefits.
• 13th month salary, ceremony, Tet.
• The opportunity to experience high-end service.

Job requirements:

• Bachelor’s degree in business, marketing, or a related field.
• Minimum of 3 years of CRM experience. Especially the F&B and Retail industries.
• Priority candidates with backgrounds in the luxury brands industry.
• Fluent in spoken & written English.
• Outstanding communication skills to provide direction and feedback for the creative and analytical components of the marketing department.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Have excellent presentation, written, and verbal communication skills, with an eye for quality and attention to detail.
• Effective time management skills and the ability to multitask.

Bitexco Financial Tower, 02 Hai Trieu Street, Sai Gon Ward, Ho Chi Minh City