Engineering Manager (CRM & CDP)

Mô tả Công việc

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.

Yêu Cầu Công Việc

• Education: Bachelor's degree in Computer Science, Software Engineering, Information Systems, or a related technical field. Master's degree is a plus.
• Experience:
  • 7+ years of experience in software engineering, with at least 3 years in a leadership or management role (e.g., Engineering Manager, Team Lead).
  • Mandatory: Strong hands-on experience and proven track record in developing, implementing, and managing CRM systems (e.g., Salesforce, Microsoft Dynamics, custom CRM solutions) and Customer Data Platforms (CDP) (e.g., Segment, Tealium, mParticle, or custom-built CDPs).
  • Experience with large-scale data processing, ETL pipelines, and data warehousing concepts.
  • Proficiency in at least one modern programming language (e.g., Python, Java, Node.js, Go) and experience with API integrations.
  • Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud) and associated services relevant to data and application hosting.
  • Experience with database technologies including SQL Server and other SQL/NoSQL databases.
  • Experience with X++ development and integration, particularly if relevant to existing ERP systems (e.g., Microsoft Dynamics AX/365).
  • Understanding of marketing automation platforms and customer analytics tools is a plus.
  • Experience in retail, e-commerce, or healthcare industries is highly desirable.
• Skills:
  • Technical Expertise: Deep understanding of CRM/CDP architectures, data modeling, integration patterns, and best practices.
  • Leadership & Mentorship: Proven ability to lead, motivate, and develop a team of engineers.
  • Communication: Excellent verbal and written communication skills in both English and Vietnamese (highly preferred), with the ability to articulate complex technical concepts to both technical and non-technical audiences.
  • Problem-Solving: Strong analytical and problem-solving skills, with a methodical approach to debugging and issue resolution.
  • Collaboration: Highly collaborative and able to work effectively with diverse cross-functional teams.
  • Agile Mindset: Experience working in Agile development environments (Scrum, Kanban).
  • Customer Focus: Passion for leveraging data and technology to create exceptional customer experiences.
  • Data Privacy & Security: Solid understanding of data privacy principles and regulations (e.g., GDPR, local Vietnamese data laws).

Pharmacity Offers:

• A challenging and exciting opportunity to build critical customer-facing platforms at a leading healthcare retail chain.
• Competitive salary and comprehensive benefits package.
• A dynamic, innovative, and supportive work environment.
• Opportunities for continuous learning and professional growth.
• The chance to directly impact Pharmacity's ability to deliver personalized healthcare services to millions of customers.

If you are a passionate Engineering Manager with a strong background in CRM and CDP technologies and are eager to contribute to Pharmacity's journey to becoming the leading omni-channel pharmacy and healthcare platform, we encourage you to apply!