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Manager, CRM Loyalty Systems - DFS9112449 in Hong Kong at DFS

Date Posted: 5/17/2019

Job Snapshot

Job Description

This position is to take lead on all the CRM and loyalty system projects and initiatives. Act as a key contact point for worldwide Client Services Teams to support the daily operation of the loyalty program from membership and card management to database management. Enhance member shopping experience through sharing relevant member information via diversified customer touch points and ensure customer facing or backend systems are customized in a comprehensive and user-friendly way.

Key Responsibilities:

• Act as the key contact point for Divisional Client Services Team in regards to day-to-day usage of all the CRM and all the loyalty systems.
• Streamline user workflow to ensure smooth operation of the loyalty program.
• Enhance customer data profiles to understand member preferences and needs to support strategic marketing priorities.
• Maintain and ensure an accurate database through regular and systematic review of new and existing member data and ongoing data cleansing exercise.
• Liaise with worldwide Client Services Managers and other business stakeholders to conduct business requirements analysis for CRM and all the loyalty systems and define roadmap for logistical implementation.
• Receive and review requests from Client Services Teams and propose recommendation to IT team for loyalty system enhancement.
• Recommend appropriate testing methodologies or scenarios to IT team for enhanced system functionalities and participate in all user acceptance tests.
• Define business rules, monitor and maintain automated and ongoing member communication.
• Plan and execute ongoing and ad hoc CRM & Marketing campaigns.
• Develop user training materials for loyalty systems and conduct end-user system trainings i.e. Client Services Manager on-board training, train the trainers and refresher training.
• Prepare procedure guideline for Client Services Teams for operational usage of all the loyalty systems.
• Define user requirement for point promotions and partnership programs with industries like hotels, banks, airlines or travel agencies.
• Work and collaborate with the CRM Business Analytics Manager to create and maintain appropriate CRM metrics, reports, and segmentation models
• Perform other duties as requested

Key Requirements:

• Bachelor degree in Computer Science or a quantitative degree
• 6-8 years business analysis, system and project management experiences
• Proficiency in CRM, loyalty and database management systems and applications
• Ability to balance strategic thinking with systemic expertise and understanding, as well as tactical implementation
• Experiences in system and data analysis in luxury retail environment
• Project management experience in developing CRM/loyalty systems
• Proficient PC computer skills in Excel, Word & Power-point.
• Ability to quickly learn and use new systems / software
• Familiar with CRM software applications
• Experience in developing CRM related systems
• Strong SQL Programming in multi-national working environment