Tuyển dụng Senior Customer Engagement Specialist tại Hồ Chí Minh

OBJECTIVES:

This position is responsible for developing and executing customer engagement marketing strategies to enhance customer engagement and maximize customer lifetime value on the FE ONLINE mobile application. The Senior Customer Engagement Marketing Specialist will manage engagement activities across the entire customer journey, from reaching and nurturing potential customers and activating existing users to driving app usage, retention, cross-selling, reactivation, and encouraging customers to return to FE ONLINE.

RESPONSIBILITIES:

Propose and Manage Customer Engagement Plan

Propose and implement customer engagement marketing strategies for the FE ONLINE application, aligned with business priorities, product strategies and the growth objectives of the Integrated Growth Marketing Department across different periods; including implementation plan, budget requirement & expected outcome.

Manage marketing activities across the entire customer lifecycle, from prospect acquisition and nurturing, user registration, customer retention, cross-selling, reactivation, and encouraging customers to return to FE ONLINE.

Manage and track the implementation of the customer engagement marketing campaign, ensure all activities is operated according to plan and optimized within approved budget

Implement Engagement Customer Marketing Activities

Design and execute personalized customer engagement campaigns across multiple touchpoints, including app push notifications, SMS, ZNS, chatbot, social media, TSA and other customer communication channels.

Develop programs to encourage customers to log in, use in-app features, continue their product application journeys, complete transactions, make loan repayments, cross sell products and return to FE ONLINE more frequently.

Develop campaign mechanics, promotional programs, referral initiatives, gamification, and other relevant engagement activities to enhance customer experience, increase engagement frequency and maximize customer lifetime value.

Run A/B testing & apply appropriate measurement methodologies to assess the actual impact of campaigns and optimize content, offers, target audiences, timing, and communication channels.

Monitor and analyze key performance indicators related to user activity, engagement, conversion, retention, cross-selling, reactivation, revenue, and return on investment; conduct post-campaign evaluations and recommend improvement actions.

Work closely with related BUs: Product Business Development, Sales Division, Procurement, Operation or external partner to implement engagement activities including online and offline activities.

Manage and handle risks that may occurs while implementing activities

Report on activities result and implementation costs

Others

Develop customer surveys to understand their insight, desire to optimize engagement activities

Keep updated with other company customer engagement activities to propose new, trending and attractive marketing activities, campaigns.

Seek for new initiatives and keep the company at the forefront of developments in customer engagement via integrated marketing channels.

Undertake other tasks assigned by Head of Integrated Growth Marketing.

Yêu cầu công việc

REQUIREMENTS

Education

University Graduate – major: Business Administration; Marketing/Digital Marketing/Commerce

Experience

At least 02 years of experience in Customer Engagement Marketing, with a focus on driving user engagement and growth performance for mobile applications; experience in financial services, banking, or fintech is preferred.

Skills

Language requirements: Vietnamese – native, English – fluent

Strategic thinker & digital optimization skills

Clear communications skills, both written and verbal

Have knowledge and experience in content development for multiple marketing channels including online and offline

Have knowledge in finance, banking, insurance

Have strong skill in customer engagement & relationship management, social media marketing and campaign performance analysis.

Ability in time management in campaign implementation duration

Discipline in planning, execution & follow up of initiatives to achieve desired results

Quyền lợi

• Thưởng: 13th Salary & Yearly Bonus KPI