HCM – CRM Communication Executive/ Nhân viên Truyền thông CRM

JOB BRIEF

We are looking for a CRM Communication Executive to take ownership of delivering and optimizing customer communications across CRM channels. In this role, you will ensure that Marketing and Trade campaigns are executed seamlessly through EDM, Zalo, Web Push, and other CRM platforms, with consistent messaging and high-quality delivery.

Beyond execution, you will be responsible for optimizing communication performance through testing, reporting, and process improvements across all CRM touchpoints. You will also collaborate closely with Marketing, E-commerce, and Loyalty teams to maximize customer engagement.

JOB RELATION

1. Direct superior: CRM Manager
2. Major internal communication: Marketing, CX, CS, E-com, BI
3. Major external communications: CRM vendors

DETAILED JOB DESCRIPTION

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

Optimization & Reporting

• Conduct in-depth performance analysis of CRM communications and provide actionable recommendations.
• Lead A/B testing and continuous optimization of subject lines, creatives, send times, and segmentation strategies.

Process & Automation Enhancement

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

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.