CRM Executive - Vietnam
Ho Chi Minh City
ODS - Product Management – - /
Permanent /
On-site
As our CRM Marketing, you’ll take the wheel in executing the campaign/journey implementation and development for Gojek customer lifecycle programs and communications. Working closely with the Marketing Team, Product Team, and Strategy and Planning team, you will configure technical implementation of Gojek customer lifecycle journeys and tactical communication campaigns through various inbound and outbound (non-paid) channels. You will directly impact the incremental growth of Gojek in the Indonesia market through scalable, personalized, relevant, and contextual communication and increase in the engagement and retention of our users.
What you will do
- Implement marketing tactical campaigns via inbound (Shuffle Card, Inbox, Chatbot) and outbound channels (e.g. Email, Push Notification)
- Implement lifecycle automation programs via inbound (Shuffle Card, Inbox, Chatbot) and outbound channels (e.g. Email, Push Notification)
- Launch/deployment is conducted in an efficient, timely, and high quality manner
- Manage the creation and updating of emails, push notifications, landing pages, forms, and reports for campaigns and webpages
- Develop communication templates for consistency and effectiveness in accordance with branding guidelines and best practices
What you will need
- A BS/MS in Engineering, Computer Science, Business, Marketing, or equivalent experience
- At least 1 years of CRM marketing experience, preferably within the online mobile app, e-commerce, quick commerce, e-grocery, telecommunications, airlines, or other relevant service industry
- Proficiency in launching CRM campaign/customer journey implementation and experimentation through advanced CRM tools (e.g. Braze, Leanplum, Clevertap, SalesForce)
- Good knowledge of HTML/CSS, scripting, and SQL will be a plus
- Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions (e.g. Strong knowledge of conducting experimentation and A/B testing)
- Excellent written & verbal communication in English and Vietnamese at the business level with strong presentation skills in order to represent the Marketing team in functional meetings
- Ability to work effectively within a high-pressure environment where prioritization is essential
Mobility Marketing has 20 members divided into the online ride hailing and logistic marketing team. Full of diverse backgrounds and locations, we provide the nourishment to sustain our business from the inside out. Our main responsibility is to ensure that we defend our position and continue to grow in Vietnam.
As a CRM, we run all things related to customer engagement and retention across the entire Gojek App. We aim to generate incremental impact from every interaction between our users and the company. How do we ensure this, you ask? By relying heavily on experiments and A/B testing for continuous improvement. Additionally, we collaborate with the talented people over in the Product, Marketing, Research, BI, Growth, Analytics, and Creative teams on a daily basis to ensure the alignment of insights, strategy, and business objectives, and to deliver the best user experience possible.
One of our team's biggest obstacles has been understanding our customers' needs and preferences towards our various services and predicting their future behaviors for preventive actions rather than reactive ones. After many weeks of research, collaboration, and trial and error, we figured out that the best way to tackle this issue was to integrate data science and machine learning into our approach, supported by campaign management tools that enable a seamless journey setup. Currently, our team has been busy working on a project surrounding automation and personalization, whose purpose is to enhance our user experience by offering relevant communication to support the larger goal in increasing Gojek active users.
As a team, we’re concerned with the growth of the company, and each other’s personal growth and well-being, too; we enjoy bonding over our shared love of workout routines, books, movies and any other hobbies.
About GoTo Group
GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.
About Gojek
Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.
About GoTo Financial
GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.
GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.
