CRM Manager, Shopping Mall

Key Responsibilities

• Initiate and lead the formulation and implementation of comprehensive CRM strategies to drive customer acquisition, retention, and lifetime value.
• Drive optimization and enhancement of the member App, ensuring seamless user experience and high engagement.
• Monitor and analyze key CRM metrics (redemption rates, engagement scores, retention rates, member growth, ROI of campaigns, etc.) for developing actionable strategic plans to reach business goal.
• Develop targeted member segmentation, personalized marketing campaigns, and lifecycle communications.
• Create strategic partnerships to build mutually beneficial co-branded campaigns and member privileges.
• Coordinate cross-promotional activities and joint loyalty initiatives with partners.
• Prepare regular reports and insights for management, providing data-driven recommendations for strategy refinement.
• Ensure the smooth operation of the member app and loyalty platform, including troubleshooting user issues and coordinating with IT/vendors for system enhancements.

Requirements

• Bachelor's degree in Marketing, Business, Communications, or related discipline.
• 8+ years of relevant experience in CRM, loyalty programs, or digital marketing, preferably in luxury retail, shopping malls, hospitality, FMCG or App platform.
• Hands-on experience managing a CRM campaign execution, app operation, partnership, points-based loyalty system is highly preferred.
• Strong understanding of customer journey mapping, segmentation, and personalization techniques.
• Proficiency in CRM & loyalty management systems, and marketing automation tools.
• Excellent analytical skills with the ability to translate data into actionable insights
• Excellent command of written and spoken English and Chinese (Cantonese & Mandarin).
• Team player with a positive attitude and strong sense of ownership.