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

The Customer Growth Manager is responsible for identifying, nurturing and growing specific customer segments within our customer base through targeted communications, offers and engagement strategies.

As a luxury travel retailer, we have customers across the world who frequent our different stores and categories and who have joined our loyalty programme to gain additional benefits and privileges. This role will seek to understand these different customers, working closely with our data insights team to propose and implement strategies, as well as to measure successful outcomes so as to better meet their needs and grow their loyalty.

You will work in a fast-paced environment which is constantly changing and evolving as we introduce new offers, campaigns and capabilities. Familiarity with CRM practices and martech solutions would be an advantage so you understand what needs to be done and how this could be made possible.

Working closely with our internal teams, you will source content, offers and benefits to help create compelling offers that can incentivise, recognise and reward our members and help to drive the loyal behaviours you’re looking for.

Reporting into the Senior Manager and working with our wider teams across marketing, in-store, creative, digital and data insights, you will ensure that all campaigns, activities and solutions are delivered on time, accurately and impactfully to customers.

Responsibilities:

Support:

• Support Senior Manager in developing marketing & engagement plans for key customer segments and coordinating activities between global CRM and division teams.
• Manage across our store divisions, categories and brand partners and coordinate with internal teams to deliver campaigns and activities for customer segments
• Periodically to present approach and customer insights to wider business stakeholders to ensure they are consulted and informed of progress

Marketing & CRM coordination:

• Strategic planning of joint marketing and engagement plans for our key customer segments with our store divisions, merchandise teams and brand partners to deliver towards the agreed roadmap
• Support / facilitate the execution of marketing and CRM initiatives to support the roadmap

Insights:

• Work with our analytics team to understand trends in customer segments across customer behaviours, category usage and store visits
• Develop strategies centred on customer growth around identified customer segments
• Understand current behaviours, set targets and KPIs and measure progress towards the delivery of these

• University degree with 3 – 5+ years’ experience in CRM and loyalty with a focus on customer growth
• Client management / partnerships experience preferred but not essential
• Strong commercial, communication and interpersonal skills
• A strong team player, proactive, self-motivated and well organized
• Excellent command of written and spoken English.  Understanding of a second language would be preferred such as Chinese but is not essential