CRM Director (loyalty program, partnership, analytics) HK$1.4mil+

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CRM Director (loyalty program, 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 CRM team as the team head. Leading a team of 10-12 professionals, you will spearhead the development and execution of a comprehensive CRM strategy. 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.