CRM Director HK14mil

CRM Director (loyalty program partnership analytics)

We are recruiting on behalf of a leading retail corporation headquartered in Hong Kong with a strong presence in both Hong Kong and China. Renowned for their expertise in developing and managing largescale member ecosystems and loyalty programs they are seeking an exceptional individual to join their CRM team as the team head. Leading a team of 1012 professionals you will spearhead the development and execution of a comprehensive CRM strategy. This strategy will be instrumental in supporting the companys membership program and driving datadriven decisionmaking processes.

Responsibilities

• Develop and execute a comprehensive CRM program and strategy that enhances customer engagement retention and loyalty aligned with business objectives.

• Lead and manage a team of CRM professionals providing guidance coaching and development opportunities to drive high performance and achieve departmental goals.

• Oversee the design implementation and optimization of CRM campaigns and initiatives leveraging customer data and insights to deliver personalized and targeted communications.

• Utilize business intelligence tools and analytics to analyze customer behaviour identify trends and drive datadriven decisionmaking to optimize CRM efforts.

• Collaborate with crossfunctional teams including marketing sales and IT to ensure seamless integration of CRM processes and initiatives.

• Establish and nurture strategic partnerships with external vendors agencies and technology providers to enhance CRM capabilities and drive innovation.

• Monitor and optimize CRM performance metrics tracking customer satisfaction retention rates and overall effectiveness of CRM initiatives.

• Stay abreast of industry trends best practices and emerging technologies in CRM and customer experience to drive continuous improvement and innovation.

• Develop and manage CRM budgets ensuring efficient allocation of resources and costeffectiveness.

• Drive a customercentric culture within the organization championing the importance of CRM and fostering a customerfocused mindset across all departments.

Qualifications

• Bachelors degree in Marketing Business Administration or a related field. Advanced degree preferred.

• Minimum of 10 to 12 years of proven experience in a leadership role within CRM customer experience or marketing with a track record of successfully managing teams and driving results.

• Indepth knowledge of CRM principles strategies and best practices with a strong understanding of customer lifecycle management and segmentation.

• Proficiency in leveraging CRM platforms data analytics and business intelligence tools to drive customer insights and inform decisionmaking.

• Strong analytical and problemsolving skills with the ability to interpret data identify trends and translate insights into actionable strategies.

• Demonstrated ability to develop and execute CRM programs and campaigns that deliver measurable results including customer retention engagement and revenue growth.

• Excellent communication and interpersonal skills with the ability to effectively collaborate with crossfunctional teams and build relationships with internal and external stakeholders.

• Proven experience in partnership management including negotiating and managing relationships with vendors agencies and technology providers.

• Strong leadership and people management skills with the ability to motivate and develop a highperforming team.

• Ability to work in a fastpaced dynamic environment managing multiple priorities and deadlines.

• Strong strategic thinking and problemsolving abilities with a proactive and innovative mindset.

• Proficiency in written and spoken English Cantonese and Mandarin.

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