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Senior Customer Engagement Specialist

FE CREDIT · Hồ Chí Minh
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Loại hình
Toàn thời gian
Hình thức
Tại văn phòng
Cấp bậc
Nhân viên
Ngành nghề
Ngành nghề khác
Mức lương
Thương lượng
Địa điểm
Hồ Chí Minh, Hồ Chí Minh, Hồ Chí Minh

Tổng quan

  • 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.

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