OnTheList has an established and extensive presence in Hong Kong and across the APAC region. An opening exists for a senior and experienced CRM professional to join the organisation in Hong Kong.

In this role, you will be responsible for defining the overall CRM strategy to grow customer base and improve customer experience, as well as leading global retention, loyalty, and CRM portfolio to help OnTheList achieve continuous growth on a global level of HK, SG, TW, CN. You are familiar with advanced customer segmentation, set a data-driven strategy for repeat customer growth, define metrics and KPIs; improve customer experience; grow the life-time value of the growing global customer base.

WHAT WE WILL TRUST YOU WITH

CRM & DATA ANALYTICS

• Develop and implement a holistic global CRM strategy plan, to execute CRM activation, retention, and usage stimulation.
• Implement CRM campaigns e.g. automating email, A/B Testing, personalization initiatives, referral or other related programs to increase customer engagement.
• Build data dashboard, automate and maintain weekly/monthly/quarterly CRM KPIs report to evaluate CRM performance. 

LOYALTY PROGRAM

• Support the development of loyalty programs to foster client commitment and loyalty. 

CUSTOMER CARE

• Conduct quality assurance surveys to evaluate end-to-end customer experience and determine customer service satisfaction, synthesize the data into actionable insights and recommendations to drive business efficiency.

INTEGRATED MARKETING

• Master internal data & CRM tools; co-work with cross-functional team such as Business Development, Operations, E-commerce, IT on clienteling actions, sales action plan, targets setting, and tactical promotion etc., as well as providing customers analysis and insight for business direction.
• Oversee and optimize all stages of customer funnel across the customer lifecycle, from awareness to purchase and retention, such as automation, reactivation and email trigger campaigns, via DM, eDM, App, SMS, and other relevant channels. 

WHAT IT TAKES

• Bachelor’s degree in CRM / Marketing related discipline.
• 4 years or above work experience in senior level of CRM, loyalty marketing or customer lifecycle management.
• Proficiency in Salesforce is a must.
• Expert in CRM software, Shopify, Mailchimp, Advanced Excel, Microsoft Office Suite, etc.
• Strong sense in consumer behavior, analytical with attention to detail, creative and good coordination.
• Proficiency in both spoken and written English and Chinese (Cantonese & Mandarin).
• Able to work in individual and team environments.
• Candidates with higher qualifications will be considered as APAC Data & CRM Manager