FamilyMart Vietnam, the operator of the convenience store chain, and Popplife, an innovative provider of loyalty solutions, have officially announced a strategic partnership in customer care consultation, experience management, and customer engagement enhancement.
Representatives of Popplife (left) and FamilyMart Vietnam sign the partnership agreement
The signing ceremony between FamilyMart Vietnam Co., Ltd. and Popplife JSC took place at the FamilyMart Vietnam office in Ho Chi Minh City, witnessed by the leadership of ROX Group and Utop JSC—the system development unit. As a member of the ROX Group ecosystem, Popplife benefits from a strong financial foundation, professional management, and strategic partnerships within the group.
During the ceremony, Mr. Akira Kirimura, General Director of FamilyMart Vietnam, stated, “To attract more customers to FamilyMart, beyond improving service and product quality, integrating technology into customer care for loyal patrons is our top priority. Therefore, we want a loyalty application that is user-friendly, engaging, and encourages frequent use. We expect POPPLIFE and UTOP to develop an outstanding loyalty platform.
Leveraging cutting-edge technology and extensive expertise in customer experience management, Popplife will support FamilyMart in implementing effective solutions to enhance the shopping journey, personalize customer experiences, and boost satisfaction. Specifically, Popplife will assist FamilyMart in: Developing a fast and efficient customer feedback system; Optimizing customer data to refine business strategies; Increasing customer loyalty through personalized loyalty programs; Improving operational efficiency with smart management solutions.
Following the signing, both parties will begin phased implementation. In the initial phase, Popplife will focus on establishing a customer experience management system for FamilyMart and conducting customer service training programs for employees. Subsequent phases will include expanding digital solutions, applying AI to customer data analysis, and developing personalized promotional programs.
Mr. Phan Khanh Toan, Chairman of the Board of Directors of Popplife, shared, “Partnering with FamilyMart is an opportunity for us to showcase our expertise in enhancing customer experience. We aim to provide innovative solutions that optimize services and attract more loyal customers to FamilyMart. I believe this collaboration will bring significant value to both parties while contributing to the modernization of Vietnam's retail industry.
FamilyMart is one of the world's leading retail brands, established in Japan in 1973. Currently, it operates in over eight countries and territories, with more than 24,000 stores globally. Entering the Vietnamese market in 2009, FamilyMart now runs over 160 stores nationwide, primarily in major cities such as Ho Chi Minh City and Binh Duong. With a sustainable development strategy, FamilyMart aims to expand its stores and improve service quality to increase customer satisfaction and trust.
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