Digital Solutions Manager

4 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China West Kowloon Full time
Job Description

The West Kowloon Cultural District Authority is seeking a highly skilled Digital Solutions Manager to lead the technical solution ownership of CRM and digital marketing solutions. The successful candidate will oversee membership and digital marketing operations, monitor service levels, and manage service providers to ensure all services meet the Authority's standards.

Key Responsibilities:

  • Lead the technical solution ownership of CRM and digital marketing solutions.
  • Oversee membership and digital marketing operations.
  • Monitor service levels and manage service providers.
  • Collaborate with the CRM business owner and stakeholders to ensure CRM and related solutions optimally support membership operations.
  • Manage and support marketing automation solutions to facilitate business operations of digital marketing.
  • Collaborate with the IT Data and Analytics team to ensure data definitions of membership and customer engagement data are well-defined and compatible with the design of the data lake.
  • Facilitate data integration process to ensure customer and user-journey-related data are seamlessly ingested into the enterprise data lake.
  • Manage, support, and troubleshoot operation issues in CRM and related applications.
  • Collaborate with the BAU Sustainment manager to ensure application design and technology stack are up-to-date and working as expected.
  • Ensure application is well-tested by being a key source of technical input to the QA plan and work with the QA Manager to design and set up the regression test details.
  • Manage the CRM and digital marketing solutions life cycle at various stages and work with the Solution Architect to ensure application design is aligned with architectural principles and approved by the Architecture Governance Board.
  • Manage the application development cycle to ensure new features, solutions, and bug fixes are delivered as per quality aligned with business units, and the changes are well-tested and reviewed according to related governance policies.
  • Collaborate with other IT teams to ensure applications across the Authority's application landscape are seamlessly and smoothly integrated.
  • Review the existing CRM solution design, workflow, and daily operation issues, identify areas for deep fixing solutions and on-going performance improvement. Lead the team in executing the improvement plans.
  • Develop robust and constructive relationships with business owners and stakeholders. Be a role model in bringing solutions or countering better suggestions to untangle conflicting or diverging settings.
  • Proactively stay abreast of CRM and digital marketing solutions and related technologies innovation trends, and reach out to solution architects to ensure related solution roadmaps stay relevant and updated to support increasing demand from business units.
  • Collaborate with IT, Finance partners to ensure budget custodianship on CRM and digital marketing solutions budget.
  • Participate in ad hoc projects and duties as assigned by the Authority.

Requirements:

  • Recognised university degree in Computer Science, Information Systems or equivalent.
  • Minimum of 8 years of working experience, with at least 4 years of hands-on experience in project management, implementation, deployment and development in CRM solutions, such as Salesforce, Microsoft Dynamics, and HubSpot.
  • Experience in marketing automation solutions is a significant advantage.
  • Experience in implementation and post-implementation support of cloud-based (SaaS) and mobile applications.
  • Root-cause-oriented problem solver with strong analytical skills, ability to analyse data, identify insights, and make data-driven decisions.
  • Proven team player with a mature and positive attitude, self-motivated and able to work independently.
  • Experience in managing and maintaining relationships with vendors and service providers, as well as establishing vendor selection criteria, performance monitoring, issue resolution, and ongoing support.
  • Excellent in building robust, trust-based working relationship through collaboration and interpersonal skills.
  • Experienced in working with senior business stakeholders.
  • Excellent in prioritizing tasks and time management. Able to work in a fast-paced, dynamic environment and adapt to changing business needs.
  • Strong project management skills. (Certified PMP / PSM is preferred but not mandatory).
  • Track record of authoring and maintaining well-organized documentation accountable for by this role, covering the entire lifecycle of applications and solutions.
  • Proficient in written and spoken English, Chinese, and Mandarin. Skillful in adopting different communication protocols targeting different target audiences.

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