Quarry Bay Jobs Manager, Customer Engagement Position at DFS Hong Kong Limited

Purpose and Objective of the Role

• Develop, implement and maintain the Customer Lifecycle Management journey and Social CRM
• Develop strategic approach and CRM Campaigns through the insight gained by the collected data to acquire, motivate, engage and retain our best customers and turn new or existing customers into repeat customers and ultimately maximize Customer lifetime value
   

Customer Lifecycle Journey Management

• Own and lead the Loyalty Program lifecycle communication strategy development and implementation
• Loyalty Program marketing
• Plan and implement lifecycle campaigns and personalized communication for member acquisition and retention
• Collaborate with wider marketing team to create exciting, personalized content which will increase our member base engagement on various channels
• Work with all Divisions to improve and deliver leads acquisition, drive conversion performance and engagement of our Loyalty members
• Points Promotion, E-stamps promotions and Lead Strategy
• Track, measure and optimize performance to meet KPIs
• Manage Marketing Automation platforms, which is empowering the operation of our lifecycle management and communications; work with vendors and social agency to fully utilize the system capabilities
• Work closely with DFS partnership team to explore new source of acquisition

Campaign Management

• Manage the campaign calendar, effectively prioritize marketing requests based on company and marketing goals; stakeholders management 
• Plan and execute A/B testing and communicate results / insights to all key stakeholders
• Participate in brainstorming meetings with Brand marketing and promotions teams
• Work closely with Brand & Creative, Digital Marketing team to engage customers and provide a seamless journey
• Constant review and fine tune communication and CRM strategies to improve and deliver better customer communication and experiences
• Manage relationship with platform partners such as Salesforce

• Bachelor’s / University degree in Business Management, Marketing or related field required
• At least 6- 8 years of working experience on Customer base management
• Keen understanding of marketing communication, demand generation strategies and omni-channel customer journey
• Entrepreneurial ability to independently prioritize initiatives that drive maximum business values
• Strong analytical and excellent communication and presentation skills
• Exceptional decision making, communication, inter-personal and project management skills
• Excellent time management and organizational skills
• Self-motivated with excellent attention to details
• Ability to work under pressure, meet deadlines and manage project details while balancing multiple priorities
• Experience leveraging complex marketing automation / CRM system like Salesforce Marketing Cloud
• Candidate with experience in Salesforce Marketing Cloud or other cloud marketing platform (content / campaign / journeys) is very much preferred
• Fluent in written and spoken English and Chinese and Mandarin (a Plus)