CRM Manager

Country :
Hong Kong
Region :
Southern District
Town :
HK
Category :
Sales
Contract type :
Permanent
Availability :
Full time
Experience :
2 to 5 years

Company description

DISCOVER NEW OPPORTUNITIES IN LANE CRAWFORD

Lane Crawford invites top talent to join.

Job description

Direct to Customer (DTC) Communications
This includes all DTC communications across all channels. It includes NewIn, Newsletter, privilege program communications, system emails or messages, email templates that are used by front line teams (customer care teams, member services team, personal stylist), service related messages or communications and other campaigns / communications as required
Work with Planning and Insight team to develop a customer communications plan that will deliver DTC communications that are relevant, timely and drive business results
Manage team and work with Planning and Insight team to execute and deliver communications to customers in a personalized, accurate and timely manner
Ensure that communications are constantly being tested to optimize messages, delivery mechanisms and timing
Work with internal teams (including but not limited to marketing team, tech team, online team, retail services team, customer care teams, SNO teams) to ensure that the customer journey from the communications are supported and on brand
Work with Panning and Insight team to generate relevant reports to monitor effectiveness of campaigns, messages, timings, relevance and business results. Evolve and change communications plan appropriately based on learnings and results
To actively manage related vendors or partners to ensure that scope of services are delivered in a timely and accurate manner
Manage team and work with internal departments to handle and resolve any issues and or complaint cases raised by Lane Crawford customers DTC communications and bring to manager’s attention as appropriate
Ensure legal compliance in the execution and implementation of DTC communications and related customer journeys


Privilege Programme Management
Assist manager to develop annual plan and strategy for Lane Crawford Privilege Program, with the aim achieving set Privilege Program KPIs
Lead team to develop and implement relevant programs and activities that is aligned to strategy with the aim achieving set Privilege Program KPIs
Work with internal teams (including but not limited to Retail Services team, Customer Care teams, SNO teams) to ensure that customer experience is optimal at all customer touch points
Regularly review and design operating procedures related to LC Privilege program and provide guidelines to all front-line staffs and training department to ensure that everyone uses the procedures in a consistent manner
Take an active role in helping manager to ensure all database management (input and maintenance) tasks are well planned, and executed with high accuracy
Work with Planning and Insight team to generate reports to monitor LC Privilege Program KPIs in order to understand our customers better and improve execution of Privilege Program
Keep breast of developments in loyalty programmes to initiate ideas to constantly evolve the Lane Crawford Privilege Program to ensure that it remains the best in class
Actively manage related vendors or partners to ensure that scope of services are delivered in a timely and accurate manner
Manage team and work with internal departments to handle and resolve any issues and or complaint cases raised by Lane Crawford customers related to Privilege Program and related communications and bring to manager’s attention as appropriate
Ensure legal compliance in the execution and implementation of all aspects of Privilege Programme including but not limited to Programme collaterals (physical and online) and related DTC communications


Communication
To report and present to manager on a periodical basis results of DTC communications and Privilege Program activities including but not limited to KPIs of program, learning and insights from these results and their impact to deliver business results.
Work with L&D to develop training materials to facilitate training of the Privilege Program to new staff, To conduct these training sessions where necessary
Assist manager to communicate any changes in Privilege Program to all key stakeholders in the organization in a timely manner
Communicate and celebrate successes with regards to excellent customer service throughout the organization


Financial Management

Take ownership of campaign or projects budgets to ensure that campaigns and projects are executed within agreed budget
Manage team to ensure that all necessary invoices are submitted to relevant internal departments in a timeline and accurate manner
Prepare and submit budget reconciliations on a regular basis to manager
Review execution of campaigns and projects regularly to look for cost savings opportunities
Provide guidance on internal control procedures ensuring all activities are in line with company and legal compliance guidelines
Requirements:

Degree holder in Marketing or related discipline
Minimum 5 years experience in related field, preferably with luxury retail or retail experience and with CRM or loyalty marketing agency experience.
Regional / International exposure will be an advantage
Data and numerically savvy with ability to read and interpret customer analysis reports
Excellent analytical, strong budget management skills
Digitally savvy with focus on digital & mobile communications.
Strong team leader with experience of leading team
Excellent co-ordination, communication and interpersonal skills
Excellent command of English (Strong English copywriting skill will be a bonus - marketing copy)
Ability to write and present well good business presentations and proposals
Good command of written and spoken English, Cantonese, and Mandarin

Profile


To apply for this exciting opportunity, please submit your application by clicking “APPLY NOW

At Lane Crawford we support our staff with a range of benefits that reflect the importance we place on the well being of our staff. In addition to a competitive salary, discretionary bonus, annual leave, provident fund, staff purchase privileges and medical and dental coverage, we provide shuttle buses, various recreational activities, an Staff Assistance Programme and the best in-class Training and Development.

All information provided will be treated in strict confidence and used for recruitment purposes only.

 

Contact

Asa Lee