Responsibilities:
Loyalty Program Operations:
- Manage the daily operations of the Beauty Box Membership Program, ensuring tier benefits, point accruals, and rewards are functioning correctly.
- Coordinate with the Merchandising and Purchasing teams to select and set up redemption gifts, vouchers, and exclusive member-only offers.
- Monitor program health metrics, specifically focusing on Redemption Rates and Member Active Rates.
CRM Campaign Execution & Automation:
- Execute end-to-end CRM campaigns across multiple channels: ZNS (Zalo), App Push, SMS, and Email.
- Build and maintain automated lifecycle journeys, including Welcome Series, Birthday Rewards, and Reactivation flows for lapsed customers.
- Perform A/B testing on content, timing, and offers to continuously improve open rates and conversion metrics.
Data Segmentation & Insights:
- Perform customer segmentation using RFM (Recency, Frequency, Monetary) modeling to target the right audience for specific beauty categories (Skin care, Make-up, etc.).
- Analyze campaign performance and provide actionable insights through weekly and monthly reports.
- Ensure data hygiene and accuracy by working closely with the IT/Technical team to track customer touchpoints across Online (App/Web) and Offline (Stores).
Cross-functional Collaboration:
- Work with the Creative team to develop engaging content and visuals that resonate with the beauty-conscious demographic.
- Assist the Retail Operations team in implementing CRM initiatives at the store level to ensure a seamless O2O (Online-to-Offline) experience.
Requirements:
- Must have 3 – 5 years of solid experience in CRM, Loyalty, or Digital Marketing, preferably in Retail, Beauty, or FMCG
- Hands-on experience with CRM/CDP platforms (e.g., PangoCDP, OneInsider, Antsomi, Adtima…). Proficient in Google Analytics and Microsoft Excel.
- Strong “Commercial Mindset” with the ability to interpret data and identify trends in customer behavior with analytic skill
- High attention to detail, proactive problem-solving skills, and the ability to manage multiple campaign deadlines simultaneously
- Professional proficiency in English (written and verbal).