Reports to           Director, Global CRM

Department       Global Client Relationship Management

Location               Hong Kong Chinachem Office

Purpose and Objective of Position:

Be the lead to rollout a new CRM platform that will optimize efficiency, scalability and better enhance the engagement with our customers.     Provide an effective liaison between the Global CRM Department, the Information Technology Department, other business stakeholders, as well as external vendors on CRM Loyalty systems projects/initiatives.  

Essential Job Duties and Responsibilities:

• Liaise with business stakeholders and system end users such as Client Services Teams to conduct business requirements analysis for CRM & Marketing Systems and define roadmap for logistical implementation.
• Support the rollout of the new tool working closely with Global IT, vendors and development teams to ensure requirements are understood, validated and implemented; assist with updates and general communications to working teams, committees, users and stakeholders.
• Plan and recommend appropriate testing methodologies for enhanced system functionalities and conduct user acceptance test with IT Team.
• Review system enhancement requests from end-users and propose recommendation to IT team for system improvement.
• Monitor system performance and act as the key contact point for end users in regards to system usage.
• Streamline system workflow to ensure a smooth operation of the loyalty program.
• Set up business rules, monitor and maintain automated and on-going member communication
• Define system requirement for point promotion and partnership programs with industries like hotels, banks, airlines or travel agencies.
• 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 on system usage and ensure divisional Client Services Teams are making effective use of all the loyalty systems.
• Maintain and ensure an accurate database through regular and systematic review of new and existing member data and on-going data cleansing exercise.
• Work closely with CRM Business Analytics Team on data management or customer analytics related projects. 

 Educational Requirements:

• Bachelor degree in Computer Science, Business, Marketing or related field

 Work Experience:

• Min 5-7 years’ experience in functional/technical CRM system integration, migration and data modelling across large systems and 3rd party Email Service Provider (ESP) , SMS and other notification providers
• Database marketing and marketing automation experience
• Knowledge of solution design process, data modelling, data profiling for a large data warehouse environment
• Retail product knowledge is an advantage

 Critical knowledge & skills including tools, software applications, language, etc.

• Familiar with CRM software applications and store systems
• Experience with Digital Marketing tools/platform
• Excellent verbal and written communication skills
• Strong proficiency in Microsoft Office tools

 Other Qualifications / Core Competencies:

• Good command of spoken and written English, having Cantonese and Mandarin would be advantageous
• Interpersonal skills necessary to effectively communicate over the phone with a variety of individuals at all technical levels are required

DFS VENTURE SINGAPORE PTE LTD