Client Service Manager - DFS22311223 in Hong Kong at DFS

Date Posted: 4/4/2021

Job Snapshot

Job Description

This position would assist the Consumer Marketing team on interpreting the customer insights for formulating CRM strategies. To further maximize the consumer lifetime value thru utilizing data mining and analytics to deliver higher ROI and identifying key CRM drivers and loyalty throughout the entire lifecycle for O+O (online and offline).

Key Responsibilities:
Customer Engagement
• Initiate, develop and implement different CRM activities including but not limited to customer loyalty program, customer database development, direct marketing communication and multichannel consumer programs
• Responsible for Customer Journey Mapping; analyze touch points with the brand and maximize commercial opportunities
• Start with consumer centricity, create, develop and oversee the implementation of the cohesive CRM activities to engage, retain, upsell and recruit consumer
• Understand online platform business to support eCom platform activities from loyalty perspective via data processing and understanding, so as to leverage CRM insights to benefit eCom consumer management
• Work with Marketing & Retail Operations teams to support business needs with campaigns; assist on customer segmentation, data extraction and customer list preparation; monitor and keep track on campaign progress, response rate and analyze campaign effectiveness
• Lead and organize in-store and online CRM events to engage our customers
• Outreach and negotiate external local partnership privileges for Loyal T members Loyal T Program Management
• Develop and coordinate delivery of all Loyal T communications and collateral to drive membership awareness
• Champion and drive roll out of Loyal T system upgrades to ensure smooth transition and adoption by store teams Analytics
• Conduct analysis including sales performance, traffic flows and marketing effectiveness/strategy
• Effective customer segmentation and analysis of customer journey based on purchase behavior and spending patterns for targeted marketing activities
• Hands-on data mining to generate insights and actionable solutions for the business
• Monitor monthly dashboards on CRM program performance, analyze and provide insights
• Monitor pre/post customer relationship management campaign
• Monitor and stay on top of loyalty market trends and make actionable recommendations

Key Requirements:
• Able to effectively communicate and operate in a culturally diverse environment with astuteness and sensitivity
• Must have high degree of integrity and confidentiality with a keen sense of business and financial acumen
• Accuracy and attention to detail
• Able to work under deadlines and be able to prioritize a heavy workload with multiple deadlines
• Must have strong interpersonal skills and be able to work well with personnel at various levels
• Must have strong communication skills, both oral and written
• Function as a resourceful and proactive team member
• Able to work independently with minimal supervision
• Strong organizational skills
• College or University Degree in Management, Business statistic, Economics, Mathematics or related disciplines or equivalent preferred
• 4+ years loyalty/marketing analysis experience, preferably in Retail environment
• Proficiency in Microsoft Office applications, Power BI Proficient with knowledge of SQL/ SAP CRM will be an advantage