Purposes:
• To lead our CRM and loyalty program development and strategies, as well as building our social CRM and activities.
• This role is the key person to initiate, plan, manage, implement, and maintain the CRM programs offline and on Social media platforms, including but not limited to Wechat Mini Program, Wechat Works and Red
• Propose customer journey and help with data integration to enhance the current member experience


Key Responsibilities:
• Work with HQ CRM, Insight team, and relevant departments to develop and execute CRM Strategies in China to drive customer acquisition, engagement, retention and loyalty
• Manage the loyalty program, continuously seeking opportunities to enhance customer journey and experience
• Along with Insight team, analyze customer data to identify trends, insights and opportunities to better target members
• Develop, execute and manage targeted CRM campaigns to drive return visits and improve KPIs
• Collaborate with cross-functional teams to ensure seamless execution of CRM initiatives
• Seek opportunities for partnerships with other corporations for offers to our members to boost desirability and stickiness of our loyalty program
• Work with Digital team, Tech team and relevant key stakeholders to implement Social CRM plans and projects
• Design WeChat Private domain eco-system, programme including Wechat Mini Program and Wechat work, etc. with relevant departments
• Work closely with relevant departments and agency to lead Wechat MP and Work relevant projects. It includes but not limited to business requirements consolidation, operation flow documentation, project status update coordination and budget monitoring
• Function as the point of contact of the key projects for Social CRM best practice
• Help target and evolve marketing focus and effectiveness. Monitor progress toward the project and business goal and advise on how to improve performance. Work closely with IT and key stakeholders to add value and drive continuous improvement
• Remain current on and recommend team specific Wechat MP and Work, and other platform’s process, best practice and communication changes
• Be a data translator that is specifically skilled at understanding the business needs of Lane Crawford and be able to talk to IT and distil it to others in the organization in an easy-to-understand manner, replying to business questions
• Manage Wechat MP and other platform’s operations:
- Check if data flow and workflow are functioning
-Research data discrepancies or missing data to maintain accurate data
-Ensure data is created, captured and updated in accurate and timely manner
-Generate insightful reports to monitor the results of key projects for improvement actions
• Function as project management, workflow, data validation, project issues escalation and quality assurance expert
• Co-work with relevant departments to promote new projects after launch (CDP, CRM, SCRM, WECHAT WORK…etc.)
• Work with HQ to plan annual budget, ensuring our initiatives proposed work within the budget and to make necessary adjustments when necessary
• Manage relationships with vendors including negotiating prices, terms and contractual agreements and processes


Requirements:
• Bachelor’s degree or above
• 5 years+ experience in CRM field in beauty or fashion industry or with CRM agency background
• Experience in driving Wechat Mini Program and Work and related CRM projects
• Knowledge of CRM or Marketing database management
• Identifies problems, proactively raises data discrepancies, and continuously looks for improvement opportunities
• Methodical and process orientated, with proven ability to develop and execute successful CRM strategies and initiatives (including social CRM)
• Attentive to detail, accuracy, and quality of data, committed to excellence
• Strong time management skills
• Consistently meet deadlines in a fast-paced, high-volume role with tight timelines
• Strong business understanding and strategic thinking
• Data analytical skills, good understanding of Online & Offline CRM trend
• Good presentation & communication skills in English and Chinese

其他信息
语言要求：英语、普通话