Manager, CRM Marketing - DFS91121200 in Hong Kong at DFS

Date Posted: 9/6/2021

Job Snapshot

Job Description

DFS (LVMH group) is the world's leading luxury retailer catering to the traveling public. We are currently seeking a CRM marketing Manager, to join our team. This role is vital in conceptualized and developing multi-channel campaign on WeChat and SMS with the goal of driving acquisition of leads and nurturing of current loyalty and followers base at a global level. We are seeking an energetic, self-driven candidate who can work well in cross-functional teams, think about the customer journey, and drive the end-to-end planning and execution of a direct online marketing communication plan. We value process-oriented people with a proven track record of planning and executing campaigns.

Key Responsibilities:
Social CRM:
• Own and lead social CRM strategy development and implementation for China, Work with digital marketing team and drive and implement content strategy on WeChat, that is complementary to company’s global direction.
• Plan and implement life cycle campaign and personalized communication for member acquisition and retention on WeChat. Support company’s CRM initiatives, for example, member survey, point promotion, membership partnership, etc.
• Constantly review and fine tune communication and CRM strategies to improve and deliver better customer communication and experience.
• Responsible for the design and implementation of digital member sign-up and binding customer journey across all divisions
• Work with all markets to improve and deliver member acquisition performance and engagement.
• Research industry benchmarks and keep the organization updated with the evolving of the trend and best practices in the industry
• Manage Marketing Automation platform, which is powering the operation of WeChat Official Account and social CRM; work with vendor ang social agency to fully utilize its capabilities.
• Work with IT & other partners to drive the roadmap of platform, system enhancement, and other CRM solutions according to business needs.
• Work with Digital Product team for product roadmap to align business goals and objectives. Responsible for content management on CMS for WeChat Mini Program Campaign & Project Management
• Participate to brainstorming meetings with the brand marketing and promotions teams.
• Work with cross functional team to support marketing campaigns on the CRM communication channels, collaborate with internal and external teams on content production and delivery.
• Conduct analytics and acquire insights from customer profiles, marketing & CRM campaigns, and member life cycle communication, etc. to enhance marketing effectiveness for future initiatives
• Conceptualize and lead campaign optimizations using data-driven CRM insights
• Plan and execute A/B tests and communicate results/insights to all key stakeholders
• Effectively prioritize marketing requests based on company and marketing goals and manage expectations with different stakeholders.

Key Requirements:
Bachelor’s/University degree At least 6 years’ working experience on Digital Marketing/CRM/Loyalty Marketing, preferably from luxury/retail/travel industry Experience with China market background is a must. Experience on Marketing Automation is a PLUS. Fluent in written and spoken English and Chinese (both Cantonese and Mandarin) is a must Experience in WeChat ecosystem and social CRM tool (content/campaign/Official Account management) is very much preferred Excellent project and time management skills - very organized and multi-tasking, Attention to detail is essential Candidate with less experience will be considered as Assistant Manager