Associate Consumer Engagement & Analytics Manager

Thornton Tomasetti; Hong Kong; On-site; HKD 480,000 - 720,000; Full time

Job summary

Abbott in Hong Kong seeks a seasoned Consumer Engagement Lead to design data-driven campaigns, maximize customer lifetime value, and govern cross-channel loyalty initiatives within ANI International Nutrition. You will translate business problems into analytics-led solutions, map the customer journey, and collaborate with brands to deliver personalized experiences.

This role oversees end-to-end campaigns and leads external service teams to ensure seamless execution across hotline, social, and

Qualifications

• Minimum 3 years of experience in marketing or brand management; strong hands-on digital marketing or CRM/Consumer Engagement experience preferred.
• Fluent in English and Chinese; Mandarin an advantage.
• Familiar with media KPIs, engagement metrics, and campaign measurement tools.

Responsibilities

• Shaping and implementing overall consumer engagement strategy to drive sales growth and retention.
• Translate business problems into analytics-led solutions and evaluate results.
• Utilize data-driven approaches to improve personalized communications and marketing campaigns.
• Map customer journey to identify touch points and maximize opportunities.

Skills

CRM

Marketing

Data analytics

Customer engagement

Campaign management

Stakeholder mgmt

Education

Degree holder in Business or Marketing

Tools

Salesforce

Job description

JOB DESCRIPTION: ROLE DESCRIPTION

Lead the development and implementation of consumer engagement strategies that maximize customer lifetime value. Design effective customer journey management and data-driven cross-sell/upsell campaigns to deepen customer penetration and sales growth. Creation of data governance standards to ensure all relevant information related to consumer engagement is standardized across platforms and ready to generate insights and continuous assessment of results. Understand end-to-end data processes across systems to deliver business performance reporting, campaign tracking, and consumer engagement/behavior analysis. Identify business opportunities via consumer engagement by analyzing data on new and repeated users' status, sales contribution, retention metrics and propose actionable insights. Design mechanism of loyalty program and create roadmap of all lifecycle consumer journey from onboarding and replenishment and retention. Oversee the end-to-end implementation and delivery of consumer engagement campaigns, ensure seamless and personalized execution of new initiatives. Collaborate with brands and work independently to perform in-depth customer analysis, design customer journey, develop advanced lifecycle programs with business impact. Analyze and understand customer preferences, working closely digital and brands to design attractive rewards and experience for customers. Work with cross functional team to pilot and implement personalized end-to-end campaigns and communications to create touchpoints and optimize campaign response Lead a team of external customer service representatives to deliver outstanding customer experiences and service across different channels (Hotline, Social, Whatsapp) Collaborate with cross‑functional team to integrate analytics into business processes and decision making with trackable Salesforce.com omni‑channel activities Champion industry trends in consumer engagement/loyalty and analytics innovation.

KEY RESPONSIBILITIES & ACTIVITIES

Responsible for shaping, leading and implementation of overall consumer engagement strategy in collaboration with cross functional teams to drive sales growth and customer retention. Able to translate business problems into analytics‑led solutions with appropriate methodology, manage initiatives effectively and evaluate the results rigorously. Utilize data-driven approaches to drive database segmentation effectively, improving personalized communications and marketing campaigns. Map consumer journey to identify and analyze touch points with the organization to maximize commercial opportunities. Collaborate with cross functional to create roadmaps for loyalty and retention programs to drive an exceptional customer experience. Strong analytical skills with the ability to interpret data and generate actionable insights to drive business growth through data analytics. Champion industry trends in consumer engagement/loyalty and analytics innovation. Coach team to deliver high-quality consumer engagement related initiatives and analysis.

Requirements

Degree holder in Business, Marketing, or any related discipline. Minimum 3 years of experience in marketing or brand management; solid hands‑on digital marketing or CRM or Consumer Engagement experience is strongly preferred. Familiar with media KPIs, engagement performance metrics, and campaign measurement tools. Passion for the nutrition, health, babies/ kids‑related or pharmaceutical industry; science background or nutrition knowledge is an advantage. Tough, persistent, and able to manage multiple tasks under pressure with resilience and ownership. A proactive, analytical team player with strong business acumen and entrepreneurial mindset. Strong communication, presentation and project management skills. Fluent in written and spoken English and Chinese; Mandarin an advantage.

The base pay for this position is N/A. In specific locations, the pay range may vary from the range posted.

JOB FAMILY

Marketing Support

DIVISION

ANI International Nutrition

LOCATION

Hong Kong > Hong Kong : 20/F, AIA Tower, 183 Electric Road

ADDITIONAL LOCATIONS

WORK SHIFT: Standard
TRAVEL: Not specified
MEDICAL SURVEILLANCE: Not Applicable
SIGNIFICANT WORK ACTIVITIES: Not Applicable

ABOUT ABBOTT

Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential - because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions - across the spectrum of health, around the world, for all stages of life. Whether it's next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings.

An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

Follow Us: Facebook LinkedIn YouTube Twitter