Senior Manager / Manager - CRM

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Date: 21 May 2024

Business Unit: CCG Group, Chinachem Agencies Ltd, HK, Chinachem

Company: Chinachem Group

Job Overview

The job holder will manage the development of Chinachem Group CRM program and responsible for both the program optimization (member acquisition, engagement and retention), program performance analysis overall member servicing and operation.

Responsibilities

  • Coordinate with internal departments and vendors on the development and deployment of CRM program strategy and mechanics, program branding, loyalty system, digital ecosystem, app, website and other marketing communication materials.
  • Oversee and implement customer acquisition strategy, member engagement & communication strategy via online & offline channels and work closely with internal and external parties, including various business units and external vendors/agencies
  • Manage the internal Customer Service team and communications with the CRM platform.
  • Responsible for onsite operation support and training, refine the operation manual and flow for continuous experience and servicing enhancement.
  • Closely monitor the defined programme performance and KPI, initiate new idea for member recruitment and retention based on the overarching strategy.
  • Analyse the effectiveness of campaigns and promotions and provide insights for enhancement, with the assistance of Data Analytic team
  • Engage with various divisions and departments for stakeholder relationship management, include but not limited to property sales, property lease, property management, hotel, Community and CSR, etc.
  • Explore joint promotion opportunities with other internal business units to drive increased engagement with the targeted community, generating insights and trends from the members’ experiences.
  • Measure and monitor the defined CRM metrics, Profit and Loss, and propose ways for continuous improvement

Requirements

  • Degree holder in Business Administration, Communications, Marketing, e-Commerce or related disciplines
  • 10 years of experience in loyalty marketing or marketing communications, with track record in loyalty program management
  • Demonstrable experience in managing multiple stakeholders, agencies, vendors and cross-functional teams
  • Highly motivated, detail-minded and result driven with multi-tasking skills
  • Excellent coordination, communication, project management and interpersonal skills
  • Hands on experience in Microsoft Dynamic CRM, or relevant CRM platform is required
  • Proficient in both spoken and written English and Chinese
  • Prior experience working in CRM & loyalty programs is a must
  • Microsoft Office, CMS and analysis tools experience or similar required
  • Experience managing people and other key contributors throughout the organization
  • Experience managing multiple projects in a fast paced, deadline driven environment
  • Candidate with more experience could be considered as Senior Manager

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