As a Customer Experience Specialist at VNGGames, you will play a key strategic role in shaping how we engage, retain, and grow our player base across multiple game titles. You will be responsible for designing the overall CRM and loyalty framework, defining customer journeys, and proposing data-driven initiatives to improve player experience.
Key Responsibility:
Data Strategy & Business Requirements
1. Define business goals and set clear data briefs for Data & Platform teams to support CRM/CX strategies (e.g., segmentation logic, churn prediction, cohort analysis).
2. Collaborate with data stakeholders to ensure the delivery of insights and dashboards that support decision-making for customer engagement, loyalty programs, and lifecycle management.
3. Translate product and marketing goals into data-driven use cases, and validate outcomes to refine customer strategy.
User Engagement
1. Lead the planning and execution of tailored CRM strategies targeting key user segments (especially VIP and loyal players).
2. Develop campaigns and lifecycle journeys in collaboration with Marketing and Game Ops teams.
3. Evaluate campaign effectiveness with predefined KPIs and propose iterations to improve user engagement and retention.
User Experience Management
1. Work cross-functionally with Brand, CS/PS, Product, and Marketing to ensure consistency and quality across all customer touchpoints (in-game and out-of-game).
2. Propose and support the implementation of CX initiatives, service standards, and loyalty mechanics across different product lines.
Yêu cầu
Requirements:
1. Familiarity with CRM/CDP platforms, customer data flows, or campaign automation tools.
2. Strong understanding of customer segmentation, retention models, and loyalty mechanics—especially in digital products or gaming.
3. Strategic thinking with an ability to translate business goals into user lifecycle plans and measurable outputs.
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