Chief Customer Experience Strategist

1 week ago

Hong Kong, Central and Western District, Hong Kong SAR China King Deux Search & Consulting Full time

Overview

King Deux Search & Consulting is a specialized executive search firm that provides bespoke talent solutions across financial services and commerce.

We are committed to finding the right opportunity for our candidates while leaving a lasting legacy beyond the hiring process.

About Your Job

You will spearhead the development and execution of comprehensive CRM strategies and campaigns as the Chief Customer Experience Strategist. This role will be instrumental in driving data-driven decision-making processes and supporting the company's membership program.

Your Responsibilities

  • Develop and execute a customer-centric CRM program and strategy aligned with business objectives.
  • Lead a team of CRM professionals, providing guidance, coaching, and development opportunities to drive high performance and achieve departmental goals.
  • Design, implement, and optimize CRM campaigns and initiatives leveraging customer data and insights to deliver personalized and targeted communications.
  • Analyze customer behavior, identify trends, and utilize business intelligence tools to inform decision-making and optimize CRM efforts.
  • Collaborate with cross-functional teams, including marketing, sales, and IT, to ensure seamless integration of CRM processes and initiatives.
  • Nurture strategic partnerships with external vendors, agencies, and technology providers to enhance CRM capabilities and drive innovation.
  • Monitor and optimize CRM performance metrics, tracking customer satisfaction, retention rates, and overall effectiveness of CRM initiatives.
  • Stay abreast of industry trends, best practices, and emerging technologies in CRM and customer experience to drive continuous improvement and innovation.
  • Manage CRM budgets, ensuring efficient allocation of resources and cost-effectiveness.
  • Foster a customer-centric culture within the organization, championing the importance of CRM and promoting a customer-focused mindset across all departments.

What We're Looking For

  • Bachelor's degree in Marketing, Business Administration, or a related field; advanced degree preferred.
  • Minimum 10-12 years of proven experience in a leadership role within CRM, customer experience, or marketing, with a track record of successfully managing teams and driving results.
  • In-depth knowledge of CRM principles, strategies, and best practices, with a strong understanding of customer lifecycle management and segmentation.
  • Proficiency in leveraging CRM platforms, data analytics, and business intelligence tools to drive customer insights and inform decision-making.
  • Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and translate insights into actionable strategies.
  • Demonstrated ability to develop and execute CRM programs and campaigns delivering measurable results, including customer retention, engagement, and revenue growth.
  • Excellent communication and interpersonal skills, with the ability to collaborate with cross-functional teams and build relationships with internal and external stakeholders.
  • Proven experience in partnership management, including negotiating and managing relationships with vendors, agencies, and technology providers.
  • Strong leadership and people management skills, with the ability to motivate and develop a high-performing team.
  • Ability to work in a fast-paced, dynamic environment, managing multiple priorities and deadlines.
  • Strong strategic thinking and problem-solving abilities, with a proactive and innovative mindset.
  • Proficiency in written and spoken English, Cantonese, and Mandarin.

Estimated Salary: $120,000 - $180,000 per year

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