Job Descriptions:
Design, implement, and optimize a unified CRM system for the SOVICO ecosystem, integrating customer data from multiple channels, including aviation (Vietjet), finance (HDBank, Galaxy Pay), loyalty (Galaxy Joy), hospitality, and real estate. Build a Customer 360 view to support personalized experiences and maximize Customer Lifetime Value (CLV).
Key Responsibilities:
- Develop CRM Strategy and design a unified CRM architecture for the entire SOVICO ecosystem, including Unified Customer Profile, Cross-sell/Upsell engines, and Journey Orchestration
- Implement and customize CRM platforms (Salesforce/Microsoft Dynamics 365/HubSpot) for business units including Sales, Marketing, Service, and Loyalty
- Design Customer 360 architecture by integrating customer data from Galaxy Pay (transactions), Galaxy Joy (loyalty points), Vietjet (bookings), HDBank (banking), and real estate (property ownership)
- Build Marketing Automation workflows, including lead nurturing, campaign management, segmentation, and personalization engine
- Design and implement Omnichannel Customer Service solutions, including call center integration (CTI), chatbot, email, social media, and in-app messaging
- Build Sales Force Automation solutions, including lead management, pipeline tracking, forecasting, and territory management for B2B sales teams
- Implement Customer Analytics & Reporting, including dashboards, funnel analysis, customer health score, and NPS tracking
- Integrate CRM with other systems such as ERP, Data Warehouse, Marketing platforms (Google Ads, Facebook), and Communication tools
- Manage CRM data quality, including deduplication, data enrichment, and data governance policies
Qualifications:
Mandatory Requirements:
- Minimum 8 years of experience in the CRM field, including at least 4 years in a CRM Architect/Lead Consultant role
- Deep expertise in at least one CRM platform: Salesforce (Sales Cloud, Service Cloud, Marketing Cloud), Microsoft Dynamics 365 CE, or HubSpot Enterprise
- Experience implementing large-scale CRM systems for organizations with 1,000+ CRM users and millions of customer records
- Strong understanding of CRM processes, including Lead-to-Cash, Quote-to-Order, Case Management, Campaign Management, and Loyalty Programs
- Experience with Customer Data Platforms (CDP) and Data Integration solutions such as Segment, mParticle, or custom CDP solutions
- Experience with Marketing Automation platforms such as Salesforce Marketing Cloud, Marketo, HubSpot, or equivalent solutions
- Understanding of CRM Analytics, including Einstein Analytics, embedded PowerBI, and customer segmentation models (RFM, CLV)
- Experience integrating CRM with third-party systems such as telephony (CTI), payment systems, ERP, and data warehouse platforms
- Strong stakeholder management, workshop facilitation, and change management skills
Preferred Qualifications/ Advantages:
- Salesforce certifications (Administrator, Platform Developer, Sales/Service Cloud Consultant) or Microsoft Dynamics certifications
- CRM experience in aviation, hospitality, fintech, or retail industries
- Experience with AI-powered CRM solutions, including predictive lead scoring, next-best-action, and chatbot/voicebot integration
- Understanding of GDPR and Vietnam’s Personal Data Protection Law (Decree 13/2023) in CRM data management
Benefits:
- Highly competitive compensation package, with attractive quarterly and annual performance bonuses.
- Premium healthcare insurance for employees and their families, along with annual health check-ups.
- Career development opportunities within the diversified SOVICO ecosystem, including Aviation (Vietjet), Finance (HDBank), Technology, Real Estate, and Hospitality.
- Advanced professional training, sponsorship for international certifications, and opportunities to attend domestic and international technology conferences.
- Modern and flexible working environment (hybrid work model), with a strong culture of innovation and creativity.
Working location: Galaxy Innovation Hub – D1 Hi Tech Park, Tang Nhon Phu Ward, HCMC
Kindly send your CV to: talent@galaxyholdings.co
