Manager, CRM Products - DFS9112244 in Hong Kong at DFS

Date Posted: 6/23/2018

Job Snapshot

Job Description

This role is to manage CRM Products projects & initiatives 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:
• Act as the business lead for driving CRM system projects implementation and act as key contact point with stakeholders
• Assist in enhancing the existing loyalty program and driving the execution of new program to ensure smooth operation
• To liaise with other business stakeholders and system end users such as Client Service Teams to conduct business requirement analysis for CRM and Marketing systems
• Manage project activities by working closely with Internal IT and external vendors throughout the whole project implementation period.
• Partner with cross-functional teams (Marketing, Digital & Partnership teams) to ensure marketing strategies & campaigns are optimized.
• Define system requirement for point promotions and partnership campaigns with industry like hotel, banks, airlines and travel agencies
• 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 user to operate the system appropriately

Key Requirements:
• University degree holder in Business, Marketing or related fields; MBA or Master preferred
• Min 6-8 years of experience in CRM program management and preferably in handling CRM system launch / integration / migration / enhancement
• Min 2-3 years of experience in manager role
• Retail product knowledge is an advantage
• Familiar with CRM related systems, Marketing Automation Tool (eg Salesforce, Oracle, Adobe Campaign 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