Deputy GM, CRM
Robert Walters
Hong Kong, HK
2天前

My client is a listed real estate company with an extensive portfolio in Hong Kong and China. With the launch of a brand new customer relationship management (CRM) program, the company aims to provide more personalised and unique services to establish long term relationship with their customers.

Reporting to Marketing Director, this role will manage a sizeable team in CRM (including Analytics) to drive China-focused strategy and execution through a data-

driven marketing approach.

Responsibilities

  • Formulate customer loyalty strategies, initiatives and programs in order to maximise customer Lifetime Value (LTV) and deepen brand engagement with our existing customers in Hong Kong & on the Mainland
  • Conduct customer base analysis, segment customers on customer needs and identify revenue generating opportunities

  • Develop, execute and optimise communications to raise customer awareness and comprehension
  • Maintain and grow loyalty program database through recruitment of new members, reduction of the attrition rate of the existing members and reactivation of lapsed members
  • Responsible for CRM program design and ensure the successful implementation and delivery of all CRM programs
  • Review the outcomes of all completed projects and campaigns to assess effectiveness; constantly seek opportunities for process improvement and optimisation
  • Requirements

  • Degree qualifications in Business Administration or related discipline.
  • Minimum 15 years of service management / marketing experiences; proven experience leading a team in running CRM program on the Mainland is needed
  • Proactive, service-orientated with strong people management, communication and problem solving skills.
  • Excellent command of spoken and written English, Chinese & Mandarin.
  • Frequent travel to Mainland is required.
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