Manager, CRM Loyalty System - DFS9112243 in Hong Kong at DFS

Date Posted: 5/23/2018

Job Snapshot

Job Description

This role is to assist in managing CRM Loyalty system projects & initiatives and providing support for CRM system enhancement that will optimize efficiency, build scalability and enhance overall Customer Engagement. Support the Senior Manager and work independently to liaise with internal stakeholders like Global CRM Department, IT department and other business stakeholders, as well as external vendors.

Key Responsibilities:
• Ensure the stability of the CRM system and act as a key contact point for any system related issues and work with IT team to resolve issues
• Define system requirement for point promotions and partnership campaigns with industry like hotel, banks, airlines and travel agencies.
• Support the Senior Managers to liaise with other business stakeholders and system end users such as Client Service Teams/Marketing team to conduct business requirement analysis for CRM system enhancement
• Manage project activities by working closely with Internal IT and external vendors throughout the whole project implementation period
• Drive effective communication & updates to working teams, business users and stakeholders
• Manage and conduct user acceptance testing to ensure the systems are functional and developed which met with CRM user’s requirement
• Develop and conduct user training to enable the users to operate the system appropriately

Key Requirements:
• University degree holder in Business, Marketing or Computer Science related fields
• Min 5-7 years of experience in CRM program management and preferably in handling CRM system launch / integration / migration/ enhancement
• Retail product knowledge is an advantage
• Familiar with CRM related systems and Marketing Automation Tool (e.g. Salesforce, Oracle etc)
• Vendor management skills is highly preferred
• Strong proficiency in Microsoft Office tools
• Ability to communicate system process / requirements to End User
• Familiar with CRM software applications
• Ability to work independently and result driven
• Strong organizational skills and detail oriented
• Demonstrate creative problem solving and critical thinking skills
• Excellent in communication and presentation skills, able to develop strong relationships with key stakeholders, partners and vendors
• Good command of spoken and written English, having Cantonese and Mandarin would be advantageous
• Able to work additional hours as needed