Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Ho Chi Minh City


JOB DESCRIPTION:Primary Function / Primary Goals / Objectives:

The role of Manager CRM Operations, Pediatrics is 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 design and implementation, vendor management, and tracking / reporting.  As manager of the outsourced contact center relationship a key sales channel and customer facing operation, you will be responsible for P&L management and reporting accuracy, insights gathering and performance feedback to the brand teams.


- Operational process design and implementation
- Working with the IT team and external vendors to source and implement the most appropriate technology solution for the business initiative
- Forecasting Accuracy, planning, and budget management
- Support the CRM business plan and budget development process and forecasting, including identification of the impacts of operational and policy changes, enterprise initiatives, changes in strategy, methodology, acquisition channel mix and other factors.
- Managing the outsourced contact center, briefing, delivery against defined sales targets, tracking performance, ensuring strict service levels are maintained
- Communicating contact center performance, highlighting areas to address with recommendations on remedial actions, opportunities and explore and help needed in CRM operations meetings
- 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 sales for the brands

- Support strategic campaign planning activities including working with the CRM Operations Manager for Adult Brands 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 issues
- Conduct UAT for all projects which require technical support
- Work with the brands, Head of CRM agencies on development and operationalizing consumer journey campaign / program flows in Salesforce Marketing Cloud
- Ensure successful implementation of lifestage segmentation and associated communication triggers
- Work with the CRM Manager Analytics to ensure database integrity and accurate operation and campaign reporting
- Work with the Digital, Ecommerce, and sales heads to deliver true omni-channel consumer / customer solutions
- Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products
- Requirements:

- 8 - 10 years’ experience in CRM Incl: management, customer lifestage segmentation, and omni-channel
- Experience managing an internal contact center or outsourced agency
- Strong background in project and stakeholder management
- Experienced in developing customer acquisition, re-engagement and retention strategies
- Relevant business experience required with demonstrated understanding of database marketing strategies
- A Confident and articulate communicator capable of inspiring strong collaboration in an organisation, equally confident in presenting to junior executives and senior leaders within the organization, tailoring the content and delivery accordingly
- Proven track record in P&L budget management, forecasting, and tracking
- 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
- Solid understanding of business planning, marketing testing and reporting methodology
- Ability to multi-task and work under tight and/or shifting deadlines; prioritize tasks based on business impact and manage time appropriately within a fast-paced environment
- Able to demonstrate with clarity an understanding of the CRM and Digital landscape, including: technology, processes, and how consumers interact with them
- Have a strong understanding of the role the contact center plays within the sales funnel and how it connects with other channels to deliver a coherent and impactful message to the consumer, to drive a purchase
- - Technical Skills: 
- Familiar with database design
- Database querying (e.g., SQL) is required
- Programming experience is a plus
- Advanced proficiency with Word, Access, PowerPoint and Excel is essential
- Familiar with processing mapping tools, such as Visio
- Familiar with project management tools such as MS Project…
- Experience with marketing database platforms and campaign management tools required
- Six Sigma certification a plus but not mandatory
- Salesforce certification a plus but not mandatory

- Education:

- Bachelor’s degree in Marketing, Finance, or General Business preferred.


JOB FAMILY:Sales Support & Administration     

DIVISION:AQR Abbott Quality and Regulatory        

LOCATION:Vietnam Ho Chi Minh City : Me Linh Point Tower     


WORK SHIFT:Standard     

TRAVEL:Yes, 100 % of the Time     



About the company

At Abbott, we're committed to helping you live your best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 94,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

Connect with us at, on Facebook at and, on Instagram @AbbottGlobal, and on Twitter @AbbottNews and @AbbottGlobal.

We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

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