Vinamilk is looking for a Customer Engagement & Loyalty Specialist who is passionate about customer data, behavior analysis, and building impactful customer journeys. In this role, you will be responsible for executing CRM campaigns and leading the planning and operations of our Rewards program, with the goal of delivering a seamless and engaging customer experience.
Key Responsibilities:
CRM (50%)
Execute CRM campaigns via Noti, SMS, ZNS, Zalo OA, Web push, Email, etc.
Design and implement cross-channel automation journeys across the customer lifecycle.
Analyze customer behavior to identify trends, patterns, and opportunities for retention and conversion improvement.
Monitor and optimize campaign performance through A/B testing, segmentation, and data-driven insights.
Coordinate with external partners to manage the CRM system, ensuring it functions properly and meets business needs.
Collaborate with cross-functional teams (Product, Tech, Content, Data) to ensure CRM initiatives align with business goals and customer experience.
Rewards (50%)
Plan and manage rewards schemes, including gift catalogs, point systems, and redemption mechanics.
Operate and monitor rewards campaigns across DTC platforms.
Act as the contact point for customer inquiries related to rewards, ensuring timely and accurate resolution.
Work with vendors and internal teams to ensure smooth logistics and fulfillment of rewards.
Analyze rewards performance and customer engagement to optimize program effectiveness.
Job Requirements
Minimum 3 years of experience in CRM or Digital Marketing
Proficiency in CRM platforms and marketing automation tools
Experience in planning and operating rewards or loyalty programs is a strong plus.
Strong communication and interpersonal skills, with the ability to effectively collaborate across teams
Logical thinking and strong analytical skills in customer behavior and data
Ability to work independently with ownership, while also being a good team player
Experience in FMCG or e-commerce industries is a plus