Head of Loyalty | CRM campaigns, partnership, analytics

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About Your Company

Head of Loyalty | CRM campaigns, partnership, analytics

We are recruiting on behalf of a leading retail corporation headquartered in Hong Kong, with a strong presence in both Hong Kong and China. Renowned for their expertise in developing and managing large-scale member ecosystems and loyalty programs, they are seeking an exceptional individual to join their team as the Head of Loyalty. Leading a team of 10-12 professionals, you will spearhead the development and execution of comprehensive CRM strategies and campaigns. This strategy will be instrumental in supporting the company's membership program and driving data-driven decision-making processes.

Responsibilities

• Develop and execute a comprehensive CRM program and strategy that enhances customer engagement, retention, and loyalty, aligned with business objectives.
• Lead and manage a team of CRM professionals, providing guidance, coaching, and development opportunities to drive high performance and achieve departmental goals.
• Oversee the design, implementation, and optimization of CRM campaigns and initiatives, leveraging customer data and insights to deliver personalized and targeted communications.
• Utilize business intelligence tools and analytics to analyze customer behaviour, identify trends, and drive data-driven decision-making to optimize CRM efforts.
• Collaborate with cross-functional teams, including marketing, sales, and IT, to ensure seamless integration of CRM processes and initiatives.
• Establish and nurture strategic partnerships with external vendors, agencies, and technology providers to enhance CRM capabilities and drive innovation.
• Monitor and optimize CRM performance metrics, tracking customer satisfaction, retention rates, and overall effectiveness of CRM initiatives.
• Stay abreast of industry trends, best practices, and emerging technologies in CRM and customer experience to drive continuous improvement and innovation.
• Develop and manage CRM budgets, ensuring efficient allocation of resources and cost-effectiveness.
• Drive a customer-centric culture within the organization, championing the importance of CRM and fostering a customer-focused mindset across all departments.

Qualifications

• Bachelor's degree in Marketing, Business Administration, or a related field. Advanced degree preferred.
• Minimum of 10 to 12 years of proven experience in a leadership role within CRM, customer experience, or marketing, with a track record of successfully managing teams and driving results.
• In-depth knowledge of CRM principles, strategies, and best practices, with a strong understanding of customer lifecycle management and segmentation.
• Proficiency in leveraging CRM platforms, data analytics, and business intelligence tools to drive customer insights and inform decision-making.
• Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and translate insights into actionable strategies.
• Demonstrated ability to develop and execute CRM programs and campaigns that deliver measurable results, including customer retention, engagement, and revenue growth.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and build relationships with internal and external stakeholders.
• Proven experience in partnership management, including negotiating and managing relationships with vendors, agencies, and technology providers.
• Strong leadership and people management skills, with the ability to motivate and develop a high-performing team.
• Ability to work in a fast-paced, dynamic environment, managing multiple priorities and deadlines.
• Strong strategic thinking and problem-solving abilities, with a proactive and innovative mindset.
• Proficiency in written and spoken English, Cantonese, and Mandarin.

How To Apply / Refer a Friend

Interested parties, please send relevant CV / LinkedIn profile to Scarlett Chan at s@kingdeux.com or apply directly. Please note that only shortlisted applicants will be contacted.