JOB SUMMARY

As a Customer Relationships Management (CRM) Manager, you are responsible for developing and implementing CRM systems, analyzing customer data, and improving customer satisfaction. You ensure that the CRM initiatives align with the company's goals and objectives.

PRIMARY RESPONSIBILITIES

CRM Project Leadership & Implementation

• Collaborate with project teams (Marketing, Sales, IT, Legal, Vendor) to gather requirements and translate them into workable CRM designs.
• Lead and coordinate CRM projects from initiation to go-live, ensuring solutions meet business needs, are supportable for long-term, and use the full capabilities of existing systems (Saas platform and related platforms).
• Establish and maintain best practices and standard procedures for development within Hoan My's CRM footprint, applied consistently across all group assets.

Vendor Cross functional stakeholder management

• Manage third-party vendors through design, test, publish, and optimization phases of the CRM system.
• Partner closely with functional departments (Marketing, Sales, Product, IT, Legal) to develop and execute CRM programs.
• Build and maintain strong working relationships with internal teams and external partners

Testing & Performance Optimization

• Design and run structured A/B testing programs to optimize response rates and drive desired behavior among hospitals/clinics using the CRM system.
• Analyze operational and usage data across hospitals/clinics to propose process improvements aligned with overall CRM initiative goals.

Budget Management & Standards Governance

• Manage CRM project budgets, ensuring on-plan delivery of costs.
• Ensure CRM solutions comply with HMC standards and relevant regulations (data security, protection of patient/staff information under the Law on Personal Data Protection).

OUR CARE VALUES

Hoan My is guided by our CARE values: Commitment to Quality Care, Accountability for Outcomes, Respect for Our Communities, and Empathy with Our Patients. These principles shape how we work and how we treat one another. We seek people who put these values into practice and show excellence, innovation, and integrity in their work.

• BS/BA in marketing, business management, data analysis, or similar field
• 6-8 years’ experience in Customer Relationship Management
• Working knowledge of CRM systems or Saas Platform
• Proven leadership experience
• Strong written and oral communication skills
• Solid research and analytical skills
• Exceptional attention to detail
• The ability to multitask and manage time effectively
• Global or multi-national business experience a plus.
• Expert understanding of e-commerce life cycle marketing.
• Ability to manage a meeting, drafting agendas, managing the dialogue and sending meeting summaries and action items to participants.
• Ability to develop a project plan and project manage internal and external stakeholders to implement a program.
• Ability to develop strong working relationships with a range of internal teams and external partners.
• Desire and drive to stay abreast of health-care, trends, media, and the connected world.
• Online marketing methods and best practices
• Apex coding
• Business process analysis
• Confluence that can help to coordinate the campaign lifecycle is useful but not essential
• Designing specifications
• Distributed system architecture
• Front-end and server-side web technologies
• Middleware
• Object oriented analysis and design
• Programming platforms
• Good English communication skills (spoken and written)
• Experience in the healthcare/medical services industry is a plus
• Willingness to travel among HMC’s network