CRM Operations Manager I Head of Telesales

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.

A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

Our nutrition business develops science-based nutrition products for people of all ages, from helping babies and children grow, to keeping adult bodies strong and active. Millions of people around the world count on our leading brands – including Similac®, PediaSure®, Pedialyte®, Ensure®, Glucerna® and ZonePerfect® – to help get the nutrients they need to live their healthiest life.

MAIN PURPOSE OF ROLE

A critical role within the organization, reporting directly to the Head of CRM and working closely with Marketing, Commercial Excellence, IT, Procurement and external vendors to deliver campaign / program solutions that drive positive business outcomes. The role includes project and stakeholder management, prioritization, technology application and implementation, vendor management, performance management and tracking / reporting.

• Working Location: Abbott Office and Vendor Office (Tan Binh)
• Working Time: Mon - Sat
• Report to: CRM Director

MAIN RESPONSIBILITIES

• Operational process design and implementation Target Operating Model.
• Working with the IT team and external vendors to source and implement the most appropriate technology solution for the business initiative
• Auditing/Identification and optimization of campaign strategies and other factors impacting program performance. Identification of trends, issues, gaps and performance improvement opportunities across all CRM programs on a continuous basis
• Provide strategic guidance and recommendations on increasing NU and sales for the brands
• Support strategic campaign planning activities including working with the Operations Manager for both Pediatrics & Adults and CRM Manager Analytics to identify key performance metrics to track, required resources and systems integrations required and development of end to end project plans
• Liaise with Brand teams, and other related parties on program setup, execution and operational reporting/analyses.
• Daily operations management duties include supervising campaign execution and resolving campaign operational issues
• Create and update internal CRM Operations procedure documents as needed
• Schedule campaign WIP meetings and circulate follow-up actions
• Manage and resolving campaign operational issue

MINIMUM BACKGROUND/ EXPERIENCE REQUIRED

Work Experience

5 – 8 years:

• Experience in CRM including platform design and management, customer lifestyle segmentation, and omni-channel marketing.

• Strong background in project and stakeholder management • Experience in developing customer acquisition, re-engagement and retention strategies

• A Confident and articulate communicator capable of inspiring strong collaboration in an organization, equally confident in presenting to junior executives and senior leaders within the organization, tailoring the content and delivery accordingly

• Excellent problem-solving skills along with the ability to understand and apply analytical judgment

• Ability to break down complex problems into manageable goals and actions

• Proven ability to navigate complex organization and build collaborative relationships across departmental lines

• Knowledge of the latest industry technologies, able to review and provide the business with platform recommendations

• Solid understanding of business planning, marketing testing and reporting methodology

• Ability to multi-task and work under tight and/or shifting deadlines; Ability to prioritize tasks based on business impact and manage time appropriately within a fast-paced environment

Education

• Preferably in Marketing, Finance, Project Management, or General Business

• Six Sigma and Salesforce certification will be a plus

CORE Skills Required

• Organization and planning kills

• Analytical thinking

• Reporting skills Behavioral / Leadership Skill (Competencies required for role)

• Interpersonal skills

• Problem solving skills

• Time management Language Skill (any specific language required)

• Good command of English Computer Skill (any specific Computer Skill required)

• MS Office • SQL, Visio, MS Project, Six Sigma