Our client is a global brand with very strong brand recognition in the international luxury market. They are now looking for a CEM/CRM Manager to join the team.   Reporting to the Director, you will drive CEM/CRM strategies and build close relationship with internal and external members.

Responsibilities:

• Develop CEM/CRM strategies to acquire, up-sell / cross-sell and retain profitable customers via loyalty program / Club Membership / eCommerce activities / existing database
• Help to develop and execute short term CEM/CRM tactics and strategy
• Work closely with marketing and sales team to organize events tailor for VIPs
• Analyze results of all CEM/CRM initiatives, including customer value growth, retention and loyalty
• Monitor existing program to suggest improvement opportunities
• Develop process to monitor existing CRM activities and work with different marketing teams to ensure process successful
• Work cross functionally with other internal brands/categories to identify problems relating to customer management.
• Experience in loyalty point system and data management

Requirements:

• Degree holder in Marketing, Business Administration or related discipline
• Minimum 8 years relevant experience in CEM/CRM management or loyalty membership management in luxury products / CEM/CRM field
• Sophisticated in event management, service quality management, customer experience and VIP management
• Detail minded and people-oriented, and the ability to execute agreed strategies and direction independently
• Strong commercial sense with excellent communication, interpersonal and problem solving skills
• Ability to deal with multi-level streams within the organization
• Creative, innovative and customer oriented with excellent business acumen
• Self-motivated and willing to work under pressure in a dynamic environment
• Good data analytical skills with excellence in project management and excel skills
• Background from agency also welcome
• Fluency in English and Chinese