Senior Manager, CRM Marketing - DFS91121293 in Hong Kong at DFS

投稿された日付 11/19/2021



DFS (LVMH group) is the world's leading luxury retailer catering to the traveling public. We are currently seeking a CRM and Customer Lifecyle marketing Manager, to join our team. This role is vital in conceptualized and developing multi-channel campaign 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 ad-hoc and lifecycle campaigns.

Key Responsibilities:
Lifecycle management and social CRM
• Own and lead CRM lifecycle communication strategy development and implementation, Work with wider marketing team to create exciting, personalized content which will increase our member base engagement on various channels
• Research industry benchmarks and keep the organization updated with the evolving of the trend and best practices in the industry
• Work with all markets to improve and deliver leads acquisition and conversion performance and engagement of our Loyalty members
• Plan and implement lifecycle campaign and personalized communication for member acquisition and retention. 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
• Manage Marketing Automation platform, which is powering the operation of our lifecycle management and communications; 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 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
• 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 10 years' working experience on Digital Marketing / CRM / Loyalty Marketing, preferably from luxury / retail / travel industry
• Experience on Marketing Automation is a PLUS
• Fluent in written and spoken English and Chinese and Mandarin (preferrable)
• Candidate with experience in Salesforce Marketing cloud or other cloud marketing platform (content / campaign / journeys) is very much preferred
• Excellent project and time management skills - very organized and multi-tasking
• Attention to detail is essential
• Keen understanding of marketing communication, demand generation strategies, and omni-channel customer journey
• Entrepreneurial ability to independently prioritize initiatives that drive maximum business value
• Willing and able to adjust to changing demands and shifting priorities; grace under fire a must with the ability to multi-task in a fast-paced environment.
• Excellent business writing, editing and proof-reading skills
• Excellent written and verbal English communication skills including experience with MS Office: PowerPoint, Word, and Excel
• Candidate with less experience will be considered as Assistant Manager