Job Mission
Essential business activities expected from this position:
- Be a champion for all new initiatives to drive acquisition (new buyers) & loyalty (retention & reactivate lapsed/list buyers) under total Consumer Experience strategy
- Be responsible for improving the end-to-end journey experience for our buyers on CRM-related systems of both Offline (Shiseido owned CRM's system for all offline buyers transaction called Kizuna) & Online (Ecommerce platforms Store membership/ New buyers expansion..)
- Be responsible for the business innovation process/ framework to continuous driving on optimization to maximize effectiveness and sufficiency
- Work closely with all departments to ensure excellent execution of business innovation plan
Key Responsibilities
Contribute to strategy and planning
- Plan, setup, and launch regular campaigns across all CRM touchpoints in Vietnam with both internal brand team (Offline) & regional & Ecommerce platforms Buyers growth team (Online).
- Adopt a customer-first mindset, conceptualise content ideas and work closely with brand team to actualise them into campaigns as part of the customer journey.
- Continuously optimise campaign performance through testing and data analysis.
- Track, measure and report campaign performances.
- Plan & deliver CRM strategies across the brand, encouraging customer retention & customer loyalty, promoting the brand and the new products
- Define clear consumer journey, roles of touchpoints and enablers needed to successfully maximize Consumer Lifetime Value (CLV)
- Contribute to establishing the objective and performance tracking framework and align with relevant stakeholders
CRM system management & execution
- Co-own business with SAPAC (Shisedio Asia Pacfic) and being main collaborating partner with CRM system partner, Digital, Brands, ICT, Finance and Legal for anything related to member.
- LMS market lead: Loyalty and campaign management setup, report requirement, data validation, external vendor integration
- Platform ownership and optimization: master in LMS and support brand team on LMS execution, identifying and proposing system enhancement based on local business needs, system troubleshooting and escalation point (Jira), user access control.
- Data Analytics: ownership of CRM Dashboard and Report as required by local market and business needs (incl. finance & legal matters)
- Data Management and Compliance: implement approved consent clause and privacy notice on channels leading to CRM system registration, managing data integrity in accordance with global and regional guidelines.
Innovation & Conformation
- Review & refresh the integrated acquisition & loyalty initiatives across functions based on the business needs and/ or on the yearly basis
- Collect information, draw conclusions based on analysis, give advice on optimizing existing business, and proposes plans/ corrective actions for cost optimization
- Being stakeholders in any new initiatives or projects focused on improving customer experiences.
- Other tasks assigned by the Line Manager
Requirement
- Bachelor in Ecommerce, Marketing, Media, Communication
- A minimum of 3-5 years of experience in the field of digital/ marketing and preferably with experiences in SFMC (Sale Force Marketing Cloud);
- Highly developed, demonstrated teamwork and leadership skills
- Project Management Skill is required
- Strong analytical skill (mastering Excell analytics/ or SQL is a plus) that can translate data into insights and implications
- Strong ability to influence others (peers and key stakeholders)
- Strong ownership and result-oriented
- Good communication, both verbal & written
