The successful candidate is responsible for driving a consistent and effective planning and governance model to manage increasing business demand through use of data and analysis, collaborates cross-functionally to achieve objectives and budgets aligned with strategic agenda across rewards and e-commerce business.
Facilitates workflow to improve agility to launch campaigns, as well as lead the ongoing efforts to optimise quality and productivities via automated solution where is viable to scale.
Key Responsibilities:
- Drive CRM operations resource planning strategy and governance model for both rewards and e-commerce business. Offers and comms standards and guidelines enforced.
- Acts as Centre of Excellence (CoE), lead and collaborate with cross-functional teams to ensure effective workflow are fully embedded into the business, clear SLA and quality control processes are adopted.
- Lead and present CRM performance review to senior stakeholders and management, generate learnings and share best practice, proactively provide recommendations based on performance and insight for future improvement.
- Oversee budget planning based on CRM performance and operations capacity.
- Advocate and accelerate new ways of working, partnering across teams to develop best in class automated solutions that enable CRM operations to scale.
- Manage CRM projects and assignments, partnering product, business and marketing teams to develop plans based on resource capacity for new and innovative CRM activities.
- Collaborate with product teams for the validation of on-going production issues, ensure data quality for performance analysis.
- Lead a team, develop and coach junior team members. Foster a trust, belonging and inclusive culture. Encourage a growth mindset.
Requirements
Requirements:
- University graduate in marketing, technology,?or similar field
- Minimum 10 years of experience in CRM within retail industry is preferred with minimum 2 years of team management experience.
- Strong business acumen with proven success in managing multiple diverse projects.
- Hands-on experience in developing CRM operations workflow and governance model. Experience in strategic planning would be an advantage.
- Hands-on experience in managing staffing in accordance with workflow, familiar with workflow automation is a plus.
- Familiarity with MA and campaign management toolsets, hands-on working experience with Salesforce would be an advantage.
- Strong communication, stakeholder management, project management and problem-solving skills.
- Flexibility to quickly adapt to new challenges required.
- Analytical, result driven with strong attention to detail.
- Proficient in spoken and written English and Cantonese.
- Strong leadership skills, ability to influence and motivate others to achieve shared goals.