Director, Loyalty Strategy - DFS9112643 in Hong Kong at DFS

Date Posted: 7/27/2019

Job Snapshot

Job Description

Reporting to the Director of CRM & Loyalty, In this role, you will develop and optimize our global Loyalty program to improve customer engagement and profitability across all DFS locations in order to take the program to new heights.

Key Responsibilities:

• Lead Loyal T program development, performance and operations. Including defining the strategy and best practices in different markets and ongoing evolution of the program to enhance customer engagement and profitability.
• Ensure the loyalty program is relevant in all markets based on benchmarks.
• Continuously monitor loyalty landscape and trends to develop plans that optimize program mechanics.
• Grow customer base exponentially and accelerate recruitment of high potential prospects and increase retention of existing VIP customers.
• Identify key drivers of engagement (recruitment & repeat) and socialize use cases of marketing initiatives that successfully capitalize on these drivers
• Drive innovation to enrich DFS' loyalty program.
• Develop new or revise existing program benefits, experiential rewards and functionality required to increase the program's competitiveness in different markets
• Develop CRM toolkits and use cases across global locations to share best practice and effective CRM initiatives
• Ensure successful adoption of CRM tools across all regions.

Key Requirements:

• At least 5 years direct experience in CRM managing and/or developing loyalty programs. Minimum of 2 years at manager level.
• Strategy consultancy experience a plus.
• Experience must include a combination of CRM/Database, Marketing, and Market Analysis, and a blend of proven strategic and tactical capabilities.
• Strong experience and familiarity with Salesforce systems.
• Must be analytical and laser focused on driving ROI and KPI tracking but also creative.
• Experience in a global role preferred, with exposure to Asian markets.
• Proven ability to manage external suppliers and partners and ensure top value and performance for organization.
• Creative, analytical and thoughtful thinker – open to testing new ideas and work towards validating results.