Displayed Job Title
CRM Manager
Job Function
Marketing and Communications
Business Line
Consumer
Location
Hong Kong
Job Description
Purpose of the Job
  • The CRM Manager is responsible for developing the CRM Strategy & Roadmap and running CRM Operations for Jebsen Consumer. The incumbent will lead a team to oversee and manage all Jebsen Consumer’s CRM campaigns and activities to grow customer database and member sales as well as accelerate development in existing segments and expanding to new segments. 
  • This role will also manage Jebsen Consumer’s customer analytics and translate it into actionable insight, deepen customer understanding of each brand as well as provide recommendations to Brand Leads, Marketing and Direct to Customers Teams to drive and implement CRM campaigns to achieve business profitability and growth. 
  • Reporting operationally to the Managing Director of Jebsen Consumer and functionally to the Group Digital Transformation Director, this role will also implement company-wide CRM and Customer Data initiatives and collaborate in Digital Projects to advance Jebsen Group’s Digital Transformation agenda. 
Responsibilities 
  • Drive the design, planning and implementation of scalable Jebsen Consumer’s CRM programmes and campaigns to grow customer database in terms of volume and value growth through acquisition of new customers, engagement of existing segments and cross selling to Jebsen Consumer’s ecosystem. 
  • Manage Customer Data Analytics by collecting and segregating all digital data across channels and touchpoints and develop insights about the brand portfolio and customers to support business and marketing operations.  
  • Engage and collaborate with Brand Leads, Marketing and eCommerce Teams as well as external stakeholders to drive and manage end-to-end CRM programmes.  
  • Collaborate with Direct to Customer Team to ensure seamless customer experience at both digital and offline touch points. 
  • Monitor the progress of anticipated output & outcome, budget spending, manage programme evaluation and impact assessment.
  • Oversee the KPI reporting and budget cycle.
  • Keep abreast with the market trend, and share best practice with Brand Leads, Marketing and Direct to Customers Teams. 
Requirements
  • University degree holder in Marketing, Marketing Science, Business Administration or related discipline
  • At least 10 years of solid experience in Strategic and Operational CRM, incl loyalty or Customer analytics and managing multiple brands  
  • Strong business acumen to comprehend business issues and needs, develop & enhance the analytics, generate actionable insights
  • Proficient skills with analytics and solid experience in DW, BI, CDP, MA tools. 
  • Familiarity with ecommerce technologies such as Shopify, will be an advantage
  • Strong analytical and customer focus mindset
  • Good command in both spoken and written Cantonese and English, Mandarin is preferred

Success Breeds Success.

With over 100 years of history, Jebsen’s success has been made possible through our commitment to our partners, to our communities, and to our most valuable asset — our people.

We offer dedicated and talented individuals the opportunity to engage with a family of premium global brands. Employees who pursue excellence are given a diverse platform that provides continuous development and career exposure.

At Jebsen, success breeds success.