About Pharmacity:
Pharmacity is Vietnam's leading pharmaceutical retail chain, committed to providing accessible and high-quality healthcare services to communities nationwide. We are on an ambitious journey to become the undisputed leader in the omni-channel pharmacy and healthcare platform space, surpassing competitors. A core component of this strategy is leveraging cutting-edge CRM and Customer Data Platform (CDP) technologies to deliver highly personalized customer experiences. We are seeking a talented and experienced Engineering Manager to lead the team responsible for building and optimizing these critical systems.
Position Summary:
The Engineering Manager for CRM & CDP will play a crucial role in enabling Pharmacity's personalized customer engagement strategy. This leader will be responsible for overseeing the design, development, and maintenance of our Customer Relationship Management (CRM) systems and Customer Data Platform (CDP). This role requires a strong technical background, proven leadership skills, and a deep understanding of how CRM and CDP technologies drive customer insights, targeted marketing, and enhanced customer experiences in an omni-channel environment. The Engineering Manager will lead a team of software engineers, fostering a culture of technical excellence, collaboration, and continuous improvement.
Key Responsibilities:
- Technical Leadership & Strategy:
- Define the technical roadmap for Pharmacity's CRM and CDP initiatives, ensuring alignment with the overall product and engineering strategies for personalized customer engagement.
- Oversee the architecture, design, and implementation of robust, scalable, and secure CRM and CDP solutions.
- Evaluate and recommend new technologies, tools, and platforms to enhance our customer data capabilities and engagement strategies.
- Ensure data quality, integrity, and privacy within the CRM and CDP systems, adhering to relevant data protection regulations.
- Team Management & Development:
- Lead, mentor, and coach a team of software engineers specializing in CRM and CDP technologies.
- Foster a high-performance culture focused on technical excellence, innovation, accountability, and continuous learning.
- Conduct regular performance reviews, provide constructive feedback, and support the professional growth of team members.
- Manage resource allocation, project timelines, and deliverables for the CRM/CDP engineering team.
- Product Development & Delivery:
- Work closely with Product Managers to translate business requirements and customer journey maps into technical specifications and actionable engineering tasks.
- Oversee the development, testing, deployment, and maintenance of integrations between the CRM/CDP and other critical systems (e.g., e-commerce, POS, marketing automation, call center).
- Drive the implementation of features that enable customer segmentation, targeted campaigns, loyalty programs, and personalized communications.
- Ensure the efficient ingestion, transformation, and activation of customer data from various sources into the CDP.
- Champion Agile development methodologies within the team to ensure efficient and iterative delivery.
- Cross-functional Collaboration:
- Collaborate effectively with Product, Marketing, Data Science, IT Operations, and other engineering teams to deliver integrated customer experiences.
- Act as a technical subject matter expert for CRM and CDP, communicating capabilities, limitations, and opportunities to non-technical stakeholders.
- Partner with data governance teams to ensure compliance and best practices in handling customer data.
- Operational Excellence:
- Establish and maintain best practices for code quality, testing, deployment, and monitoring of CRM/CDP systems.
- Ensure high availability, performance, and reliability of the CRM and CDP infrastructure.
- Proactively identify and resolve technical issues, performance bottlenecks, and security vulnerabilities.
