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Strategic Loyalty and Customer Experience Leader

1 month ago


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

Company Overview: King Deux Search & Consulting is a leading executive search firm specializing in bespoke talent solutions across financial services and commerce. Our commitment extends beyond finding the right opportunity for candidates, leaving a lasting legacy that transcends the hiring process.

About Your Role: We are recruiting on behalf of a prominent retail corporation headquartered in Hong Kong, with a strong presence in both Hong Kong and China. Renowned for their expertise in developing and managing large-scale member ecosystems and loyalty programs, they seek an exceptional individual to join their team as the Strategic Loyalty and Customer Experience Leader. As part of a 10-12 professional team, you will spearhead comprehensive CRM strategies and campaigns, instrumental in supporting the company's membership program and driving data-driven decision-making processes.

Key Responsibilities:

  • Develop and execute a strategic CRM program aligned with business objectives, enhancing customer engagement, retention, and loyalty.
  • Lead and manage a high-performing CRM team, providing guidance, coaching, and development opportunities.
  • Oversee the design, implementation, and optimization of CRM campaigns and initiatives, leveraging customer data and insights.
  • Analyze customer behavior, identify trends, and drive data-driven decision-making using business intelligence tools and analytics.
  • Collaborate with cross-functional teams to ensure seamless integration of CRM processes and initiatives.
  • Establish strategic partnerships with vendors, agencies, and technology providers to enhance CRM capabilities and drive innovation.
  • Monitor and optimize CRM performance metrics, tracking customer satisfaction, retention rates, and effectiveness.
  • Stay abreast of industry trends, best practices, and emerging technologies in CRM and customer experience.
  • Manage CRM budgets efficiently, ensuring cost-effectiveness.

Requirements:

  • Bachelor's degree in Marketing, Business Administration, or a related field; advanced degree preferred.
  • Minimum 10-12 years of leadership experience in CRM, customer experience, or marketing, with a proven 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 delivering measurable results, including customer retention, engagement, and revenue growth.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively 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: HKD $1,500,000 - $2,000,000 per annum, depending on qualifications and experience.