HCM - CRM Loyalty Executive

Loyalty Performance Reporting

• Monitor, analyze, and report on loyalty program performance, including member acquisition, customer retention, coin redemption rate, app-member net transaction rate, engagement rates, and reward redemptions.
• Develop dashboards and visual reports to track key loyalty metrics and provide actionable insights and recommendations to improve loyalty program effectiveness.
• Collaborate with brand team and related stakeholders to identify opportunities for boosting loyalty participation and optimizing redemption rates.
• Conduct deep-dive analyses into loyalty data to uncover trends, customer behaviors, and areas for improvement.

Birthday Campaign Management

• Plan, execute, and optimize birthday reward campaign.
• Track and report on the performance of birthday campaign, including redemption rates, open rates, click-through rates, customer feedback, and overall ROI.
• Ensure birthday data accuracy by validating data from multiple sources, identifying discrepancies, and collaborating with relevant teams to correct errors.
• Strategically segment birthday audiences, ensuring birthday banners and promotions are only shown to the right members, excluding ineligible users.
• Optimize every customer touchpoint, including app notifications, email, SMS, and in-store displays, tailoring the experience for each segment.
• Collaborate with the Marketing Digital team to create personalized communication content that resonates with birthday segments.
• Continuously test and optimize messaging, timing, and channel strategies to enhance campaign effectiveness.

App Installs Tracking

• Monitor app installation trends and user onboarding processes.
• Collaborate with relevant stakeholders to create strategies that drive app downloads and customer engagement.
• Analyze app user behavior to identify opportunities for loyalty program integration.

Campaign Planning & Execution

• Develop and manage loyalty campaigns from concept to execution.
• Coordinate cross-channel marketing efforts, ensuring alignment with brand objectives.
• Test, measure, and optimize campaign performance, leveraging data to inform future strategies.

Loyalty feature & system testing

• Lead the testing of loyalty-related system changes and new feature releases.
• Collaborate with vendors and internal teams to review and validate new loyalty functionalities.
• Develop test cases, document results, and identify any bugs or discrepancies.
• Ensure changes align with loyalty program goals and provide feedback to vendors for improvements.

RFM Analysis

• Conduct Recency, Frequency, and Monetary (RFM) analysis to segment customers based on their purchase behavior.
• Identify high-value customer groups for targeted marketing campaigns.
• Use RFM insights and collaborate with related teams to enhance personalization strategies and boost customer loyalty.

Partnership Development

• Identify and establish strategic partnerships to enhance loyalty program offerings.
• Negotiate partnership terms and collaborate on joint campaigns.
• Track partnership performance and explore new opportunities for collaboration.

• Bachelor's Degree in Business, Marketing, or related fields.
• 2+ years’ experience in CRM, Loyalty Program, Marketing, or related roles.
• Proficiency in CRM tools, data visualization software, and campaign management platforms, have experience with Insider, FPT, VIHAT, ETC. is a plus.
• Strong analytical skills and the ability to interpret data for strategic decisions with great detailed-orientation.
• Strong project management and organization skills.
• Strive for success and passion for enhancing customer experiences.

• Basic salary + lunch allowance + parking allowance
• 12 - 15 days annual leave
• Participate in Social Insurance according to labor law regulations
• Generali 24/7 accident insurance
• Periodic health examination
• 13th month bonus, Kpi bonus per year
• Review salary once a year
• Enjoy purchasing policies at preferential prices exclusively for Maison employees