Assistant Manager, Group Loyalty

2 days ago

Hong Kong Island, Hong Kong SAR China CHOW TAI FOOK JEWELLERY CO LTD Full time

We’re seeking a strategic and hands‑on Digital & CRM Operations Manager to oversee the daily operations of our e‑commerce platform and CRM ecosystem, with a strong focus on delivering exceptional digital experiences that drive customer engagement. Key Responsibilities Digital Experience & E-Commerce Operations Oversee daily eCommerce operations to ensure a seamless, engaging, and user‑friendly experience across product listings, promotions, and checkout. Manage website updates and digital campaigns, ensuring brand alignment and consistency across all touchpoints. Track and analyze digital performance metrics to enhance engagement and drive sales. Partner with marketing and product teams on campaigns, pricing, inventory accuracy, and customer journey enhancements. Handle customer support escalations related to digital experience, coordinating resolutions with relevant teams. CRM & Personalized Communications Execute personalized lifecycle communications (email, SMS/MMS, WhatsApp) with Loyalty and Marketing teams to boost engagement and retention. Manage setup, testing, and delivery of MA campaigns to ensure strong performance across Hong Kong and North America. Maintain accurate customer data and segmentation to support targeted marketing efforts. Manage the coupon system to align online and offline promotions with digital strategies. Customer Insights & Reporting Prepare reports on digital behavior and campaign performance to identify improvement opportunities. Collaborate with Loyalty and BI teams to update CRM dashboards and support data‑driven decision‑making. Digital Projects & Process Management Lead digital enhancement projects including website optimizations, new eCommerce features, and CRM rollouts. Coordinate with internal teams and vendors to deliver impactful digital touchpoint improvements. Develop SOPs and training materials to ensure efficient and consistent execution. Digital Operations Support Serve as the key contact for eCommerce and CRM operational issues, escalating technical matters to IT. Implement QA processes to ensure smooth, reliable digital experiences across channels. Monitor system performance and recommend improvements to enhance engagement and efficiency. Requirements Degree holder in Business, Marketing, or a related discipline with 8+ years of hands‑on experience in digital operations, eCommerce, or CRM. Background in retail or luxury sectors is highly preferred. Proven track record in managing eCommerce ecosystems (Shopify, Magento, or Salesforce Commerce Cloud), with a sharp eye for optimizing user experience (UX) and driving online sales performance. Strong command of digital analytics (Google Analytics, BI dashboards) and CRM strategies. Translate data into actionable insights for customer segmentation and campaign optimization. Proficient in marketing automation tools (e.g., Adobe Journey Optimizer, Salesforce, HubSpot). Familiarity with UX/UI tools like Figma or Miro is a definite advantage. Excellent organizational skills with the ability to manage multiple high‑stakes projects in a fast‑paced environment. Fluent in written and spoken English and Chinese. Comfortable collaborating with diverse stakeholders to deliver exceptional digital experiences. Benefits We offer excellent career opportunities, attractive remuneration package & benefits to the right candidate. Interested parties please apply by clicking “Apply” with a full resume. All information collected will be used for recruitment purposes only. #J-18808-Ljbffr

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