Key Responsibilities
CRM Strategy & Loyalty Program
- Support the formulation and implementation of comprehensive CRM strategies to drive customer acquisition, retention, and lifetime value.
- Assist in the optimization and enhancement of the member App, ensuring seamless user experience and high engagement.
- Develop targeted member segmentation, personalized marketing campaigns, and lifecycle communications.
Partnerships & Collaboration
- Support the identification, negotiation, and management of strategic partnerships to create mutually beneficial co-branded campaigns and member privileges.
- Coordinate cross-promotional activities and joint loyalty initiatives with partners.
Data Analysis & Performance Management
- Monitor and analyze key CRM metrics (redemption rates, engagement scores, retention rates, member growth, ROI of campaigns, etc.).
- Prepare regular reports and insights for management, providing data-driven recommendations for strategy refinement.
Campaign Execution & Operations
- Support 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.
- 6-9 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.
