About PATI Group
Our goal is to establish ourselves as Vietnam’s top dietary supplement company by 2026, helping customers maximize their physical, mental, and intellectual potential.
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.
Job Summary
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.
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.
Essential Roles and Responsibilities
Develop & Execute Retention Strategy
Design and own the CRM & retention roadmap, focusing on customer loyalty, repeat purchase, and lifetime value growth.
Partner with CX, Product, and Marketing teams to ensure consistent customer communication and seamless brand experience across all touchpoints.
Lead planning and execution of multi- channel lifecycle campaigns (email, SMS, push notifications, loyalty programs).
CRM System & Data Optimization
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.).
Oversee CRM setup, segmentation, and automation using tools such as Klaviyo, Omnisend, or equivalent platforms.
Process & SOP Development
Establish cross- functional processes that align Marketing, CX, and Product teams toward shared customer goals.
Standardize and document workflows, playbooks, and SOPs for the CRM & Retention function.
Team Leadership & Training
Assign, monitor, and review team deliverables to ensure quality and performance alignment.
Train and mentor team members on campaign management, data analysis, and retention strategies.
Build, lead, and coach the CRM & Retention team to deliver strong execution and innovation.
Continuous Improvement & Innovation
Regularly A/B test communication flows, incentives, and automation to continuously improve results.
Stay up to date with CRM and retention best practices to introduce innovative tactics and tools.
Skills and Qualifications
Must- have Requirements
Strong track record in CRM platform management (Klaviyo, Omnisend, HubSpot, or similar).
Strong analytical mindset and the ability to translate data into actionable insights.
Experience in building SOPs, managing teams, and implementing scalable marketing processes.
Demonstrated success in designing and optimizing customer journeys through data- driven campaigns.
7–10 years of experience in CRM, retention, or lifecycle marketing, with proven ability to improve customer retention and LTV.
Excellent English communication skills (both written and spoken), equivalent to IELTS 6.5 / TOEIC 900.
Nice- to- have Requirements
Leadership experience in developing and mentoring marketing or retention teams.
Strong strategic and commercial mindset- capable of linking retention performance to revenue growth.
Familiarity with loyalty programs, churn prediction, or customer segmentation models.
Creativity and innovation in customer communication and lifecycle marketing.
Prior experience in E- commerce, Subscription/DTC brands, or agency company.
Compensation and Benefits
Additional Benefits: Social insurance, statutory leave, and team- building activities.
Professional Development: Gain access to the latest AI tools, automation technologies, advanced CRM systems, courses, and conferences to stay ahead indelivering exceptional customer experiences.
Workplace Culture: Join a dynamic, innovation- driven environment focused on employee success.
Career Growth: Fast- track promotion opportunities, including a path to Operations Manager.
Compensation: Competitive salary per month + incentive based on performance (negotiate).
Working Conditions
Location: On- site, 18 Street No. 38, An Khanh Ward, Ho Chi Minh, Vietnam.
Hours:
Please make sure you have read and agreed to our working location and hours, including working on Saturday mornings.
Saturday (Culture Day): 6:30 AM- 09:00 AM. We kick off Saturdays with team runs and weekly reflections- mind, body, and momentum aligned.
Monday- Friday: 8:30 AM- 5:30 PM, with a 1- hour lunch break.
