POSITION SUMMARY :
As a Sr. Technical Analyst, CRM you will work closely with digital commerce teams across PVH, to translate functional requirements into technical specifications and work with engineering teams to deliver technical solutions aligned with business needs.
You will also partner closely with regional and global technical and business teams as well as external vendors to drive project deliverables of solutions.
The incumbent must be flexible to supporting different business groups, systems, and projects. The Analyst will also assist with initiatives or projects directed by the Sr Manager of Digital & Consumer Engagement.
The ideal candidate is expected to have excellent communication skills, collaborative work style, respect for different cultures and styles, preference for fast paced work environment, and ability to work with virtual teams on a global level in a matrixed organization.
As PVH is a global organization, some of the meetings with Corporate will happen during off hours.
PRIMARY RESPONSIBILITIES / ACCOUNTABILITIES OF THE JOB :
Requirements & Product RoadmapsAct as a technical expert on CRM related systemsTranslate business needs and functional requirements into technical specificationsCreate technical system / integration diagramsPartner with product managers on product roadmaps and backlogsReview and provide feedback to test lead on test scripts / scenariosActively collaborate with teams to validate solution(s) throughout each sprintEvaluate new IT developments and business requirements in order to recommend appropriate alternatives and / or enhancements to current processes or systems.
Understand the functional and technical details of CRM and Digital Consumer Experience& Engagement systems design and support implementation of solutions based on business requirements.
Liaison for systems related issues, requests, etc.Communicate and work with CRM product and engineering on all issues and needsCoordinate new capability and feature prioritization with business owners and product managersCraft and deliver presentations on new capabilities and enhancements to assigned platformsEnsure systems architecture and integration maps are kept relevant and optimizedDesign & engineer the application infrastructure to be reliable, efficient, and maintainable as aligned to PVH standards.
Define and measure key operational metrics including site performance, incidents, and recurring issues.Review system and technical design documents with solution architects.
Ensure functional and business requirements are met and perform cross-functional inspection for processes and systems incompatibility.
Lead creation of testing scripts for team members to follow during testing of project deliverables, fixes and enhancements.
Produce materials and guidelines for Business team training as well as documentation in supporting software development life cycle.
Support Business Team during UAT.
Vendor engagementManage the CRM efforts around security and audit compliancePartner with the Ecommerce team, PVH IT and external partners on planned releases, operation, configuration, maintenance, and troubleshooting of the ecommerce applicationsWork with vendors on API specifications and involve in integration discussion and definition across different platforms (e.
g. ERP, Report Tools, Social platforms, etc.)Ensure continuous improvement is embedded into daily operations and derive metrics to show case continuous improvement in process, configuration changes, deployments etc.
Partner with business and vendors to research and recommend innovative, and where possible automated approaches for system administration tasks.
Lead deployment plan reviews, engineering code reviews, application architecture reviews etc.Support a dynamic, transformative technology landscape.
Other responsibilities as assigned by manager or TPG leadership.
The position is based out of our Hong Kong office, with periodic travel to our other PVH locations as required.
QUALIFICATIONS & EXPERIENCE :
5+ years IT experience with minimum 3 years of experience working in an analyst role
2 years of business analysis experience in Fashion or Retail industries is preferred
Experience working in cross-functional teams delivering CRM technology solutions
Experience writing detailed user stories, and creating and maintaining a product backlog
Previous experience implementing and supporting other CRM, direct to consumer or omni-channel solutions is preferred
Experience with high-volume, public facing, transactional web applications with high levels of availability with resilient application architecture, scalable infrastructure, technical operations automation, and 360 degrees of application performance monitoring.
Experience with ITIL standards.
Experience with root-cause analysis and troubleshooting infrastructure issues.
Demonstrate a sense of urgency, thoroughness and quality towards assigned tasks / goals.
Knowledge and experience in integration with social platform, E.g. WeChat, LINE, TikTok, KAKAO Talk
Knowledge and experience in leading Retail CRM, eCommerce and Digital Consumer Engagement solution, E.g. Oracle Xstore ORCE, Salesforce(SFMC,SFSC,SFCC), Ogilvy or any other Digital commerce solutions.
Education : Bachelor's Degree in programming / systems or computer science, specialized training, or equivalent work experience required.
Strong analytical and problem solving skills
Communicates effectively and at the right level based on the audience
Coordinates input and participation from diverse teams
Ability to deliver results working in a variety of project methodologies
Goal oriented and self-motivated within a collaborative team environment
Demonstrated ability to understand and discuss technical concepts to varied audiences
Salesforce Commerce certifications
Experience working with content and web analytics platforms
Knowledge of CRM domain and processes (with proven track records of participating or leading CRM and Digital Consumer Engagement implementations)
Knowledge of system integration by using Web Services or API
Knowledge and experience in customer database, customer loyalty and data schema design
Knowledge of Retail and Omni Channel processes
Knowledge of Personal Information Protection Act is advantageous
Ability to interact effectively at all levels of the organization; Strong customer, quality, and results orientation.
Ability to articulate complex ideas, comprehends written and verbal communications, and possesses excellent presentation skills.
Proven team player with the ability to inspire, lead, train, motivate and collaborate with business and IT professionals throughout the Asia region
Excellent presentation and communication skills, fluent in both written and spoken English and Mandarin / Cantonese (added advantage).