Project Manager, CRM & Loyalty - DFS9112647 in Hong Kong at DFS

Date Posted: 9/8/2019

Job Snapshot

Job Description

DFS (LVMH group) is the world's leading luxury retailer catering to the traveling public. We are currently seeking a Project Manager, CRM and Loyalty to join our team. . DFS is seeking an experienced and detail-oriented individual who will work with a group of innovative business professionals with expertise in CRM technology, process and design. By embracing a fun, agile and creative environment, you will contribute to delivering a best-in-class CRM and loyalty program. . You will be responsible for planning, overseeing and leading projects from ideation through to completion. This role requires interaction with a range of internal and external stakeholders, most often managing several moving project parts simultaneously.

Key Responsibilities:
CRM Loyalty Program
• Oversee the operation of the loyalty program
• Act as the key contact to liaise with regional CRM team for day-to-day program activities
• Manage the change requests on the existing CRM/loyal T platforms
• Design, setup and govern the standard operation procedures for program related activities.
• Manage the regular data cleansing activities with the support of team members
• Manage the vendors for card fulfilment, direct mailing and return process
• Manage the system issues and work with IT team for fixing and resolution
• Manage the timeline for the existing CRM product enhancements
• Plan for the UAT activities for new features/platform launch
• Support on program audit activities and act on the follow up actions
• Regular review on the program activities, identify the issues and propose suggestion/improvement plan
• Work with different teams to plan and execute loyalty promotions
• Act as one of the key business stakeholders to provide the business requirements for the new loyalty platform development
• Provide the training and briefing materials to global client services team for new features/product launch
• Collect the feedbacks from regional CRM team on improvement of platform and process
• CRM Project Management
• Managing project progress and adapt work as required
• Ensuring projects meet deadlines
• Proactively identify the ways to improve, streamline and automate the current process
• Coordinating staff and internal resources
• Designing risk mitigation plan
• Conducting project review and creating detailed reports for executive staff
• Optimising and improving processes and the overall approach where necessary
• Securing growth opportunities and initiating new projects
• Support on ad hoc project requests assigned by Senior Manager/Management

Key Requirements:

• Degree holder with major in Business, MIS, IT or related subjects
• Good knowledge and understanding of loyalty program/CRM
• More than 5 years of experience in project management. Project Management Professional (PMP) / PRINCE II certification is a plus. Scrum Certification agile experience preferred
• Strong preference for candidates that have managed the day to day operations of loyalty program
• Strategic but can also be operational across different topics related to loyalty program
• Strong organization skills and ability to handle multiple projects at the same time
• Experience in planning and execution of UAT
• Effective oral and written communications in both Chinese and English
• Tech savvy and innovative
• Mature and high level of professionalism
• Experienced in luxury retail industry a plus