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Our client, a leading global investment firm is looking to engage with a Consultant CRM Manager to lead their customer relationship management (CRM) initiatives for a leading healthcare group managing a chain of eye and general hospitals. This role will support the group’s three core business units—LASIK, Phaco, and Optometry—by delivering an
end-to-end CRM system, automating related processes, and providing actionable insights through
analytics. The ideal candidate combines strategic commercial acumen with a strong technical foundation to drive both customer engagement and revenue growth.
The CRM will report directly to Deputy Group Chief Executive Officer.
Key responsibilities:
1. CRM Strategy & Implementation:
- Design and implement a comprehensive CRM strategy to optimize customer engagement,
retention, and lifetime value across LASIK, Phaco, and Optometry service lines.
- Oversee the rollout and integration of CRM tools, ensuring alignment with the organization’s goals
and operational needs.
2. Process Automation:
- Lead automation initiatives related to customer acquisition, booking, follow-up, and post-
treatment care.
- Identify opportunities to streamline workflows and eliminate inefficiencies within customer
management processes.
3. Data Analytics & Insights:
- Monitor and analyze customer data to generate actionable insights for targeted campaigns,
personalized communication, and cross-selling opportunities.
- Produce regular reports for senior management, highlighting trends, customer behavior patterns,
and campaign effectiveness.
4. Customer Lifecycle Management:
- Develop strategies to engage customers at every stage of the journey, from inquiry to post-
treatment care.
- Implement loyalty programs to enhance satisfaction and retention together with BUs.
5.Cross-functional Collaboration:
- Work closely with BUs, IT, and Operations teams at hospitals to ensure seamless CRM
integration.
- Coordinate with clinical staff to enhance patient experience and satisfaction.
6. Compliance & Data Security:
- Ensure that all CRM activities comply with healthcare regulations and data privacy laws.
- Safeguard patient data by implementing robust security measures.
Duration- 2 months
Capacity- Full time
Location- Ho Chi Minh City, Vietnam
Language- Vietnamese
- Education:
o Bachelor’s degree in Business Administration, Marketing, IT, or a related field.
o A master’s degree or certifications in CRM systems (e.g., Salesforce, HubSpot) is a plus.
- Experience:
o 5+ years of experience in CRM management, ideally in healthcare or service industries.
o Proven experience with CRM software implementation, data management, and process
automation.
- Technical Skills:
o Proficient in CRM tools and technologies (e.g., Salesforce, Microsoft Dynamics, HubSpot...).
o Strong analytical skills with expertise in data visualization and reporting tools (e.g., Tableau,
Power BI).
- Soft Skills:
o Excellent problem-solving and decision-making abilities.
o Strong leadership and interpersonal skills to collaborate effectively across departments.
- Domain Knowledge:
o Familiarity with healthcare workflows, particularly in LASIK, Phaco, and Optometry
services, is highly desirable.
- PCARES culture fit (Patient Centricity, Compliance, Accountability, Respect, Excellence,
Sympathy).
-Vietnamese Language is a must
-
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