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Req ID:  2064
Location: 

Hong Kong, China

Date:  18-Mar-2023

CRM & Digital Manager

Job Description

Reporting to the Head of Customer Relationship Management, the CRM & Digital Manager drives client recruitment, retention and reactivation through establishing Hong Kong market’s customer focused priorities and strategies for targeted segments.

The CRM & Digital Manager also contributes the digital sales growth by delivering omnichannel / e-commerce customer experience.

 

Clienteling & CRM

  • Develop CRM strategies, goals and KPIs with budget planning 
  • Manage the implementation of loyalty program, CRM campaigns and client digital projects 
  • Instill appointment mindset within the division and motivate the adoption of clienteling tool
  • Seek for relevant partnership opportunities to acquire new potential customers
  • Cultivate the customer loyalty and ensure the highest level of customer experience on all local touchpoints applying guideline and tools
  • Manage customer data and to provide insights and translate all the key findings for follow up actions
  • Direct customer segmented approach for Hong Kong market to understand customer landscape and identify opportunities for sustainable growth
  • Contribute to develop customer treatment and gifting options for Hong Kong market

 

Digital & Omnichannel Commerce

  • Plan and execute digital sales and marketing initiatives to drive web traffic, online conversion and O2O sales
  • Manage social media marketing calendar to support social CRM and KOS initiatives
  • Coach the frontline staffs for all the roll out of digital & clienteling tools (Wecom/Salesforces) from brief to implantation including the regular training and performance monitoring
  • Support scheduled clienteling activities with engaging content to share through WeChat social network
  • Partner with sales team on Livestreaming & online Private Viewing to drive sales through Guided Shopping
  • Support global team to manage divisional digital media buy and sales results tracking to ensure decent ROI
  • Partner with cross departments as Store Operations and Consumer Marketing to support all digital initiatives.

Key Requirements

  • University degree required
  • Minimum 5 years of experience in CRM/Digital/e-Commerce ideally with China relevant experience
  • Luxury retail / Consultancy/ Digital agency background definitely an advantage.
  • Experienced in using Salesforce and Wechat will be a plus
  • Digital savvy and always think out of the box.
  • Strong analytical skills, numeric sensitive and logical thinker
  • Strong collaboration and problem-solving skills, excellent team player
  • Pro-active approach to tasks and ability to manage several projects simultaneously and timely
  • Fluency in English and Cantonese, Mandarin preferable
  • Candidate with less experience will be considered as Assistant CRM & Digital Manager

 

 

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. 

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. 

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