CRM & Retention Manager

About PATI Group

PATI Group is transforming the e-commerce industry with a focus on premium dietary supplements. In just one year, we experienced an impressive 500% sales growth in the U.S. market.

Our goal is to establish ourselves as Vietnam’s top dietary supplement company by 2026, helping customers maximize their physical, mental, and intellectual potential.

Job Summary

We are looking for a CRM & Retention Manager to lead the strategy and execution of customer retention and lifecycle marketing initiatives.
This role plays a critical part in driving customer loyalty, increasing LTV, and turning retention into a revenue growth engine.

As a key member of our growth team, you will oversee the design, implementation, and optimization of multi-channel retention strategies - including email, SMS, loyalty programs, and CRM automations - while building and developing a strong, data-driven team.

Essential Roles and Responsibilities

1. Develop & Execute Retention Strategy

• Design and own the CRM & retention roadmap, focusing on customer loyalty, repeat purchase, and lifetime value growth.

• Lead planning and execution of multi-channel lifecycle campaigns (email, SMS, push notifications, loyalty programs).

• Partner with CX, Product, and Marketing teams to ensure consistent customer communication and seamless brand experience across all touchpoints.

2. CRM System & Data Optimization

• Oversee CRM setup, segmentation, and automation using tools such as Klaviyo, Omnisend, or equivalent platforms.

• Analyze customer data to identify churn risks, segment opportunities, and behavioral insights.

• Develop dashboards and reporting systems to measure retention KPIs (repeat purchase rate, churn rate, LTV, etc.).

3. Process & SOP Development

• Standardize and document workflows, playbooks, and SOPs for the CRM & Retention function.

• Establish cross-functional processes that align Marketing, CX, and Product teams toward shared customer goals.

4. Team Leadership & Training

• Build, lead, and coach the CRM & Retention team to deliver strong execution and innovation.

• Train and mentor team members on campaign management, data analysis, and retention strategies.

• Assign, monitor, and review team deliverables to ensure quality and performance alignment.

5. Continuous Improvement & Innovation

• Stay up to date with CRM and retention best practices to introduce innovative tactics and tools.

• Regularly A/B test communication flows, incentives, and automation to continuously improve results.

Skills and Qualifications

Must-have Requirements

• 7–10 years of experience in CRM, retention, or lifecycle marketing, with proven ability to improve customer retention and LTV.

• Strong track record in CRM platform management (Klaviyo, Omnisend, HubSpot, or similar).

• Demonstrated success in designing and optimizing customer journeys through data-driven campaigns.

• Experience in building SOPs, managing teams, and implementing scalable marketing processes.

• Excellent English communication skills (both written and spoken), equivalent to IELTS 6.5 / TOEIC 900.

• Strong analytical mindset and the ability to translate data into actionable insights.

Nice-to-have Requirements

• Prior experience in E-commerce, Subscription/DTC brands, or agency company.

• Familiarity with loyalty programs, churn prediction, or customer segmentation models.

• Leadership experience in developing and mentoring marketing or retention teams.

• Strong strategic and commercial mindset - capable of linking retention performance to revenue growth.

• Creativity and innovation in customer communication and lifecycle marketing.

Compensation and Benefits

• Compensation: Competitive salary per month + incentive based on performance (negotiate).

• Career Growth: Fast-track promotion opportunities, including a path to Operations Manager.

• Professional Development: Gain access to the latest AI tools, automation technologies, advanced CRM systems, courses, and conferences to stay ahead in delivering exceptional customer experiences.

• Workplace Culture: Join a dynamic, innovation-driven environment focused on employee success.

• Additional Benefits: Social insurance, statutory leave, and team-building activities.

Working Conditions

• Location: On-site, 18 Street No. 38, An Khanh Ward, Ho Chi Minh, Vietnam.

• Hours:

  • Monday - Friday: 8:30 AM - 5:30 PM, with a 1-hour lunch break.

  • Saturday (Culture Day): 6:30 AM - 09:00 AM. We kick off Saturdays with team runs and weekly reflections - mind, body, and momentum aligned.

  • Please make sure you have read and agreed to our working location and hours, including working on Saturday mornings.