Manager, CRM and Marketing - DFS5218480 in Hong Kong at DFS

投稿された日付 11/21/2021



The DFS Global Technology Team is seeking a technology leader to drive the implementation of a new loyalty solution. Ideal candidate should possess a balance of CRM / Loyalty domain experience, technical depth, and communication skills. The role involves working collaboratively with different functions within various levels and departments of the organization to deliver business strategy and outcomes. Candidate should be driven, result-oriented, resourceful, eager to learn and with a passion for technology.

Key Responsibilities:

• Work with vendors / product owner to align on loyalty implementation scope, timeline and budget
• Deliver new loyalty solution to enable DFS customer loyalty strategy and vision
• Manage contracts and budget utilizations
• Manage stakeholders, vendors, and project team
• Manage delivery quality/issues/risks
• Setup governance and report on project status
• Participate in feature inception, backlog grooming, sprint reviews (or equivalent)
• Perform solution review, effort estimates, and costs
• Assess new loyalty scope impact to existing DFS landscape
• Manage dependencies across different systems / workstreams
• Engage with subject matter experts, other technology teams to escalate/remove impediments
• Perform impact assessments, cost-benefit analysis to form solution recommendations
• Plan releases for product incremental features
• Build up and retain knowledge, documentations for product
• Enable smooth transition and knowledge transfer between product team and support team for production releases
• Manage incidents, problems, and production request tickets
• Manage support team members and their workloads
• Triage and prioritize incidents according to their urgency and influence on the business
• Response promptly to high severity tickets to restore provided services to normal operation
• Log and categorize recurring incidents
• Lead and drive root cause analysis to problem resolutions
• Responsible for incident communication plans to stakeholders

Key Requirements:

• Bachelor’s or Master’s degree in Engineering, Computer Science, Information Systems, Software Development or equivalent
• 6-8 years of experience
• CRM and/or Loyalty domain knowledge
• Experience managing IT projects in a multi-vendor setting
• Good understanding of software and project management life cycle
• Strong critical thinking and problem-solving skills
• Organized and detail-oriented
• Good time-management skills with the ability to prioritize tasks
• Excellent communication and presentation skills
• Possesses a positive attitude, able to interact and collaborate with business users, technical teams and vendors
• Experience in leading change in an organization
• Good understanding of the Chinese market is a plus
• Experienced in using work management and collaboration tools such as MS Teams, Confluence, JIRA and Slack
• Agile/Scrum/PMP Certification is preferred