CRM Specialist – Hong Kong

Posting date: 2 August 2017

Essential skills

  • Minimum 5 years’ experience in CRM role for lifestyle or luxury (retail) brands including strategy and operational / executional level
  • Strong understanding of Marketing, brand building, marketing communication strategies & tactics
  • Solid knowledge/experience of CRM systems (Sales Force, database management software & e-mailing tools as Marketing Cloud)
  • Substantial knowledge in CRM segmentation, campaign management, direct marketing, offer management, data mining, interactive marketing, database marketing, and email marketing
  • Good command of MS Office tools (Word, Excel, PowerPoint)
  • Strong interpersonal & communication skills (both verbal and written)
  • Native English speaker (direct voice of a British brand to final consumers)
  • Experience with E-commerce would be advantageous

Key responsibilities

A global role with key market focus of HK, USA, UK & Netherlands

Responsibilities:

  • Develop a customer centric omni channel approach for customer acquisition, re-engagement and retention by designing a strategy driven by key consumer insights
  • Manage CRM programs and activities, including at operational level, within the context of building a luxury brand, with the aim to increase sales

Management & Strategy:

  • Drive CRM program centrally across the organization and supported at local levels by Regional Marketing Mangers/Coordinators
  • Responsible for the overall experience that will be generated by the CRM activities including development, execution, and continuous refinement of multi-channel customer acquisition, re-engagement and retention strategies (including Customer Journey Mapping, planning, tactics)

CRM Systems:

  • Oversee and coordinate the implementation of the CRM tools (Sales Force / Marketing Cloud / Integration with POS system), working closely with IT department and Digital Specialist, ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle
  • Ensure Sales Force project is well implemented at store level (training, analytics, settlement and improvement of the platform)

Database & Analysis:

  • Manage and lead the growth of qualified customers and prospects database
  • Analysis and segmentation of the database to improve customers engagement and reach sales driven objectives
  • Create monthly tracking tools and report performance of CRM activities and programs with a view of maximizing KPI improvement, ROI, and business impact
  • Analysis & monitoring of customers’ profiles, identify trends and insights to optimize performance

Email Marketing:

  • Plan, create & execute all EDMs on daily/weekly basis to drive traffic to the website but also increase general engagement with the brand, according to global marketing plan, stores objectives, customer journey, segmentation of database, global newsletter and support major marketing campaigns.

Loyalty Program:

  • Create and lead loyalty program through the development of automatized processes (including through Sales Force)
  • Elaborate a global strategy and propose adaptation for local markets in collaboration with Regional Marketing & Retail teams and stores

Other tasks:

  • Partner closely with the Digital Specialist and support on Community Management (engage with customers on social media platforms)
  • In charge of responding to all general customer enquiries on a day-to-day basis
  • Share new and emerging CRM best practices across the business in order to give the business a competitive edge in consumer acquisition.

We are passionate individuals who want to help build a world class company from the ground up; we are hardworking, enthusiastic, tenacious, motivated by our long term vision, and aren’t satisfied with conventional ways! If you feel you share these qualities too and would like to be a part of this adventure and Halo family, please send your CV to hr@halocreativedesign.com.