HCM - CRM Communication Specialist

CRM Communication Management 

• Oversee and execute all CRM communication channels (EDM, Web Push, Zalo Broadcast, Zalo Notifications Service) to support marketing and trade campaigns. 

• Ensure timely, accurate, and consistent delivery of campaign messages in alignment with brand guidelines and customer experience standards. 

• Develop and optimize customer segmentation strategies for CRM communications across multiple websites and brands to improve targeting, personalization, and campaign performance. 

• Proactively recommend improvements to communication frequency, targeting, and timing to maximize engagement and conversion. 

• Safeguard communication governance, including templates, tone of voice, and consistency across all channels. 

Optimization & Reporting 

• Conduct in-depth performance analysis of CRM communications (open rate, CTR, conversion, un-subscription, etc.) and provide actionable recommendations. 

• Lead A/B testing and continuous optimization of subject lines, creatives, send times, and segmentation strategies. 

• Prepare detailed reports and insights to evaluate ROI and campaign effectiveness. 

Process & Automation Enhancement 

• Improve and streamline workflows for campaign execution, ensuring efficiency and minimizing manual workload (e.g. AI generated for MKT briefs). 

• Monitor and optimize automation flows to balance reach, personalization, and customer experience. 

• Identify opportunities to enhance the use of CRM tools, segmentation logic, and platform capabilities. 

Collaboration & Support 

• Act as the key CRM contact point for Marketing teams to plan and deliver campaign communications. 

• Provide guidance and knowledge sharing to junior CRM Executives or interns. 

• Support in evaluating and implementing new technologies, vendors, or best practices to enhance CRM communication effectiveness. 

• Minimum Bachelor's Degree major in Marketing, Business Administration or related fields. 

• 2+ years’ experience in Marketing or CRM experience in retail is a plus. 

• Good sense of design and style. 

• Efficiency in Excel 

• Strong analytical skills with great attention to details. 

• Strong project management and organization skills. 

• Strive for impact and high performance. Hunger for success with a commitment to getting things done.