- Develop and implement marketing strategies across online and offline channels.- Analyze data and provide effective marketing solutions.- Support the sales team in developing new customers and maintaining current customer relationships.Proficiently use marketing channels (CDP, Insider, Email, SMS, Zalo) in marketing programs.- Collaborate closely with Product and Campaign teams to execute product development plans** AchievementRevenue Growth: Increased by 30% annuallyUser Growth: Increased by 40% in 2023.Conversion Rate: Increased by 20% in the Q1 2024 marketing campaign.Customer Retention Rate: Increased by 10% in 2023.Email Open Rate: Increased by 12% in each email marketing campaign.Click-Through Rate: Increased by 8% in the same campaign.

- Responsible for building the CRM system for the company, serving as the central point for aggregating customer data.- Directly plan CRM marketing channels (Web Push, Email, SMS, Chatbot, Zalo, etc.).Proficiently use CRM marketing tools (CDP, Insider, Sendinblue, Mailchimp, etc.).- Advise and support category managers in implementing upsell promotions suitable for different customer groups.- Plan and execute CRM campaign management.** AchievementCustomer Retention Rate: Increased by 8% over 2 years.Lead Conversion Rate: Increased by 15% annually.Customer Satisfaction (CSAT): Increased by 12% by the end of 2023.Customer Lifetime Value: Increased by 20% over 3 years.Email Open Rate: Increased by 10% in the email marketing campaign.Click-Through Rate: Achieved 10% in each campaign.

- Plan CRM channel marketing (Web Push, Email, SMS, Chatbot, Zalo, etc.).- Produce content, engage, receive, and respond to customer issues through social media channels (Facebook, Zalo, Instagram, LinkedIn, etc.).- Directly create content for emails and push notifications.- Manage and set up Email Marketing funnels in the system.Analyze, optimize, and execute Email Marketing campaigns (Open rate - CTR)

- Manage the Customer Care Team.- Assist staff in handling inquiries, support requests, and complaints on social media channels.- Support recruitment and training efforts.- Compile and present reports on work performance.- Monitor and ensure team performance and quality.- Track and utilize costs effectively.- Participate in projects and workshops related to customer care.- Contribute ideas in supporting, caring for, and resolving customer inquiries and complaints.

- Provide guidance to customers on booking tickets and hotels on the website/app via phone calls.- Resolve complaints regarding payment methods, check-in/check-out procedures via email and phone.

- Manage taxi bookings and customer service requests to ensure both taxi drivers and passengers are satisfied with GrabTaxi Vietnam.- Receive all customer inquiries and provide guidance on resolution.- Assist in registration and provide guidance to new customers in need of service.- Resolve service requests and disputes arising from all customers (taxi drivers and passengers) via email, phone, and social media.- Endeavor to build and maintain good relationships with the taxi driver and passenger community.