CRM System and Infrastructure Manager

SUMMARY:

A critical role within the organization, reporting directly to the CRM Director and working closely with Regional IT, Marketing, Commercial Excellence, IT, Procurement, and external vendors to deliver automation solutions and system stability that drive positive business outcomes. The role includes project and stakeholder management, prioritization, technology design and implementation, vendor management.

• Reporting directly to: CRM Director, ANI Vietnam.

• Working location: Melinh Point Tower, 2 Ngo Duc Ke, District 1, HCMC.

CORE JOB RESPONSIBILITIES:

Main responsibilities:

• Manage and enhance CRM systems (SFSC, SFMC, API) to best support for CRM operation and reporting.

• Manage vendors to work on automation solutions from proposing, executing, optimizing to full evaluating performance.

• Working with the IT team and Regional IT to sourcing and implementing the most appropriate solutions for CRM automation.

• Provide strategic recommendations on building online experiences with automation solution for the brands.

• Work with Operations Manager and CRM Analytics Manager to identify key performance metrics to track, required resources and systems integrations required and development of end-to-end project plans.

• Manage and resolving campaign operational issues in term of system perspective.

• Collaborate with CRM Operation Manager to conduct UAT for all projects which require technical support.

• Managing automation for customer journey on SFMC, working with Brand, CRM Analytics Manager and CRM Operation Manager to provide the best experience for Abbott customers.

• Work with the Digital, Ecommerce, and Sales Heads to deliver automation solution for omni-channels.

MINIMUM BACKGROUND/ EXPERIENCE REQUIRED:

Work experience

• 5 - 8 years’ experience in software development, project management.

• Strong background in automation solution and performance driven.

• Experienced in IT solutions, online sales and Vendor management.

• Relevant business experience required with demonstrated understanding of database and analytics.

• A Confident and articulate communicator capable of inspiring strong collaboration in an organization, equally confident in presenting to junior executives and senior leaders within the organization.

• Ability to translate the technical term and content to business language and delivery effectively to relevant stakeholders.

• Excellent problem-solving skills along with the ability to understand and apply analytical judgment.

• Ability to break down complex problems into manageable goals and actions.

• Knowledge of the latest industry technologies, able to review and provide the business with platform recommendations.

• Ability to prioritize tasks based on business impact and manage time appropriately within a fast-paced environment.

Core Skill Requirement

Technical skills:

• Familiar with system integration and automation solutions.

• Database querying (e.g., SQL) is required

• Programming experience is a plus

• Advanced proficiency with Word, Access, PowerPoint and Excel is essential

• Familiar with project management tools such as MS Project…

• Experience with marketing database platforms and campaign management tools required

• Six Sigma certification a plus but not mandatory

• Salesforce certification a plus but not mandatory

Language skills

• English proficient

Computer skills

• Able to utilize computer programs such as notes, excel and PowerPoint to compile, build, analyses and consolidate system data

Core Trait/Behavior Requirement

• Excellent interpersonal skills.

• Self-starter, aggressive for constant improvements.

• Capable of timely and fast, accurate deliverables.

• Strong at adaptability.

MINIMUM EDUCATION REQUIRED:

• Bachelor’s degree in Computer Science preferred