Req ID:  2156

Hong Kong, China

Date:  11-Sep-2022

Assistant Manager, Customer Engagement Centre

Job Description

DFS is the world's leading luxury retailer serving the travelers in the world. We are currently seeking an Assistant Manager, CEC to join our digital sales, this role is to drive ecommerce (digital sales) via private domain channel. This position will primarily support all divisions to drive digital sales and consumer engagement. 

Planning and execution

  • Assist to lead the Wecom Clienteling Project to building a long-term relationship with customers and re-design the customer journey to drive customer engagement and sales contribution
  • Support manager to rollout wecom clienteling model to key divisions (Okinawa, Hong Kong, Oceania, Europe, mainland China etc.) with multiple tools (WhatsApp business, Lines business etc.)
  • Well connected with multiple divisions and cross functions to educate wecom clienteling model and gain support from merchant and IT to roll out new functions
  • Support manager to rollout digital tools (sobot, chaitail etc.) to grow guided shopping (DFS private domain channel) sales, manage external vendors to bring 3rd party tools live into DFS execution
  • Build wecom activity (could be wecom/Lines work/WhatsApp business in some markets) according to digital event calendar to drive digital sales and consumer satisfaction to achieve pre-set targets
  • Work with digital content ad operation team to rollout wecom content strategy and provide promotion suggestion to fit in content plan
  • Collaborate with cross functions to deliver essential enhancements and improve consumer journey that will reduce customer effort
  • Spot and identify key customer pain points and sales opportunity in each touch point of interaction between consumer with CEC
  • Support to Manage CEC (Customer Engagement Center) operation to meet performance target, drive service to sales conversion and improve service level
  • Design consumer surveys to provide the most valuable actionable service
  • Ensure smooth end to end customer journey on digital platform e-commerce front end private domain

Business Review & reporting

  • Lead weekly and monthly CEC regular report and review on consumer engagement and conversation from wecom (whatsApp, Line etc.), collect and consolidate data from different sources and tools to drive learnings
  • Be able to present consumer insights, pain points and issues to broader internal audience 
  • Collect, filter, analyze and share voice of customers (VOC) for any consumer engagement activities
  • Lead external vendor to produce regular and ad-hoc reports for insights
  • Be able to evaluate good practices across industries and organizations and bring the latest thinking into application

Key Requirements


  • Bachelor’s degree in Business, Marketing, E-commerce is preferred with good business acumen
  • Digital savvy with 4+ years of solid e-commerce/CRM experience, with proven organization and execution experience with internal/external parties preferred. 
  • Experience in WeChat/WeCom Private Domain management is preferred
  • Experience in CRM/Social CRM is preferred.    
  • Critical knowledge & skills including tools, software applications, language, etc.
  • Project Management: Leadership to manage project milestone and key deliverables, agility to adapt into fast-changing digital industry
  • Experience in social CRM tool would be a plus    
  • Detail-oriented and strong problem-solving ability
  • Good organizational skills, energetic self-starter and highly motivated. 
  • Ability to work in Excellent written and verbal communication skills within a cross-functional team a fast-paced and changing environment 
  • Proficiency in English & Mandarin is must. Additional Japanese, and/or French is an asset
  • Willingness to travel when required

DFS is an equal opportunity employer. It is the Company’s policy and practice to employ, promote and treat all employees and applicants on the basis of merit, qualifications and competency and to provide all employees with a workplace that is free of discrimination. Employment decisions are based on qualifications such as education, work experience and talent, and are made without regard to race, color, gender, religion, age, national origin, marital status, sexual orientation, disability or any other basis protected by law.