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Digital Transformation Manager
1 week ago
The West Kowloon Cultural District Authority is seeking an experienced Digital Transformation Manager to lead the implementation of CRM systems and digital marketing solutions. The ideal candidate will have a strong background in IT project management, with experience in CRM or customer loyalty systems.
About Us
The West Kowloon Cultural District Authority is a prime local and international destination for arts, culture and entertainment. We welcome exceptional talent with a passion to realise our vision and mission.
Key Responsibilities
Lead implementation activities such as business processes mapping, advice and design for CRM system and operation improvement, and change management. Review the end-to-end CRM process and suggest improvement plans, and assist the CRM team to execute operations by guidelines and principles. Manage the full cycle of application development and implementation projects from requirement collection, design, coding and testing to deployment. Assist in managing vendors and contractors and ensure all work performed consistently follows the defined requirements, governance policies and industrial best practices. Recommend new business opportunities, new systems and processes; identify simplification and documentation and improvements in operations. Investigate system issues or incidents and prepare corresponding test plans to detect issues in testing or development phases to prevent repetitive cases. Ensure the corrective, evolutionary and technical maintenance of the applications; coordinate any interventions that are needed in order to deal with maintenance for level 2 and 3 and exceptional situations and define the emergency action plans. Develop and maintain effective relationships/communication with internal users and/or external suppliers. Communicate with business owners to provide professional technical advice on the technical requirements for preparing the procurement documents. Be prepared to be available for call on duty in case a critical incident requires a quick fix or immediate technical investigation.
Requirements
Possess a recognised university degree in Computer Science, Information Systems or equivalent. Have at least 5 years of experience in IT with at least 3 years in CRM or customer loyalty system in project management or business analyst role, preferably in a sizable organisation. Have any prior experience in both functional and technical perspectives of Microsoft Dynamics / Salesforce CRM / Customer Data Platforms (CDP) / Marketing Automation. Having knowledge of and experience in digital transformation, mobile apps, and cloud technology would be an advantage. Experience in project management for integration with ticketing system/ payment gateway/ venue and event management system/ e-commerce/ content management system/ case management system would be an advantage. Possess knowledge in customer experience design, business analytics tools, and operations of loyalty programs is a plus. Be creative and analytical with a methodical approach in problem-solving. Possess good managerial skills and be capable of leading a small team. Have good knowledge and skills in PMP / Prince2 project management methodology. Be proficient in written and spoken English and Chinese.
What We Offer
We offer a competitive salary package and excellent career development opportunities. If you are a motivated and experienced individual looking for a challenging role, please submit your application with detailed CV.
