Manager, CRM Optimization
The successful candidate is responsible for driving all the campaigns process re-engineering and CRM performance optimization to achieve business goal.
In this role, you will support overall strategy and manage business demand, collaborates with cross functional teams to identify opportunities for process improvement, facilitates workflow to improve agility to launch campaigns. Serve as a subject matter expert, use data-led insight to initiate campaign and channel optimization activities to improve our communications and customer experience across yuu rewards and e-commerce business.
Key Responsibilities:
- Conduct analysis for all the campaigns and evaluate performance goals across all communications and support the relevant management strategies in place
- Identify CRM deficiencies and make recommendations for rectification and continuous improvement with actionable insights for CRM performance optimization
- Monitor campaigns performance by ensuring CRM and analytics are integrated into customer journey planning
- Prepare management reports for measuring, monitoring CRM performance and adjusting strategy such as targeting, content, journey, and channels to maximise customer value and relevance.
- Assist project planning and implementation, ensure the successful launch on key strategic CRM projects from initiation to closure
- Proactively engage with cross-functional teams and manage internal stakeholders on business planning and performance management to ensure effective workflow are fully embedded into the business, clear SLA and quality control processes are adopted
- Ensure the smooth implementation of new ways of working, partnering across teams to develop best in class automated solutions that enable CRM operations to scale.
- Collaborate with digital product teams for the validation of on-going production issues, ensures root cause analysis and corrective actions in place for issue resolution, CRM performance data meets the quality and standards.
- Foster a trust, belonging and inclusive culture within the team. Encourage a growth mindset.
- Staying up to date with industry trends, develop and share leading practice and facilitate effective knowledge sharing.
Requirements
- University graduate in Business Administration, Marketing, Technology, or related disciplines
- Minimum 6 years of experience in CRM within retail industry is preferred
- Strong business acumen
- Strong analytical skills and ability to translate and present metrics into actionable proposals
- Strong organizational and project management skills
- Can-do attitude and ability to multitask and work under pressure
- Flexibility to quickly adapt to new challenges is required
- Hands-on experience with business intelligence/reporting tools
- Knowledge in GA4 and campaign management toolsets is desirable
- Experience with CRM campaign and channel optimisation via AB testing or / and personalisation would be an advantage
- Quick learner on new systems, tools amp; procedures
- Self-directed, motivated, detail-oriented and follow through
- A team player with good interpersonal and communication skills
- Proficient in MS Applications, including Excel, Word and PowerPoint
- Proficient in spoken and written English and Cantonese
- Reports to: Senior CRM Planning Manager