The successful candidate will be responsible for supporting the Senior CRM Delivery Manager in managing overall development in CRM operations.
The CRM Manager plays an active role in developing end-to-end delivery as well as continuous refinement of multi-channel campaigns, identify opportunities to continually improve our communications and customer experience via A/B tests and personalisation.
This role requires strong cross-functional collaboration, strong communication, project management and stakeholder management skills, which will enable the Assistant CRM Delivery Manager to effectively execute multiple responsibilities and deliverables.
Key Responsibilities:
1. Support Senior CRM Delivery Manager in defining the overall CRM operations strategy, operating roadmap and resource management
2. Acts as Centre of Excellence (CoE), lead and collaborate with cross-functional teams to ensure seamless execution of CRM initiatives
3. Accountable for managing and implementing campaigns successfully and accelerating development in CRM operations
4. Leverage scale for the delivery of effective personalised customers messaging experience by fully leveraging CRM and/or Loyalty platforms, such as Salesforce, CDP, ALP etc.
5. Keep track of CRM projects and the delivery of pre and post campaign analysis for insight generation ideally with experience of A/B testing and multivariate experiments
6. Collaboratively building and managing campaigns with messaging and reward offers to customers customised according to lifecycle stage and engagement level
7. Represent team as task force member for CRM operations input and provide expertise advise or proactively recommend initiatives and solutions to meet business needs
8. Provide deep and/or broad subject matter expertise and consultancy on CRM operations and usage of tooling
9. Provide on-going operations support, troubleshoot, and validate production issues to perform the root cause analysis, reconciliations, perform corrective actions for issue resolution
10. To be the go-to person or acquire relevant new knowledge that would be useful to optimize operational efficiency
11. Develop and share leading practice and facilitate effective knowledge sharing
12. Support and contribute towards new ways of working to improve the quality and effectiveness of the output with data driven approach
13. Ensure operational consistency and governance adherence
14. Lead, support and coach junior team members to achieve their personal best
Requirements
Requirements:
1. University graduate in marketing, technology,?or similar field
2. Minimum 5 - 8 years’ experience in an CRM operations with relevant industry experience, with proven success in developing and implementing loyalty/CRM initiatives
3. Strong business acumen to comprehend business issues and needs, collaborate with wider business units to optimize, innovate, and accelerate.
4. Familiarity with MA and campaign management toolsets hands-on working experience with day-to-day CRM operations in Salesforce platform, and wider Salesforce tools is preferable
5. Knowledge in CDP (Customer Data Platforms) and/or GA is desirable
6. Experience with workflow automation, customers journey/message optimisation via AB testing or / and personalisation would be an advantage
7. Demonstrates ability to lead and collaborate with cross functional teams for end-to-end delivery in a timely manner in a fast-paced environment
8. Strong organisational, communication, presentation, stakeholder management, and project management skills as well as the ability to prioritise, multitask
9. Analytical and have a process-oriented mindset with strong attention to detail
10. Ability to influence key stakeholders with data driven approach
11. Proficient in spoken and written English and Chinese
12. A champion to instil a continuous improvement culture