Associate Consumer Engagement & Analytics Manager

Abbott; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

Abbott is seeking a seasoned professional to lead consumer engagement initiatives in Hong Kong. You will shape end-to-end customer journeys, design loyalty programs, and drive data-driven campaigns across channels to maximize lifetime value.

Collaborate with brands, analyze customer data, and deliver measurable improvements in engagement and sales. The role requires strong analytical skills, cross-functional leadership, and fluency in English and Chinese.

Qualifications

• Degree in Business, Marketing or related field.
• At least 3 years in marketing or brand management with digital marketing/CRM experience.
• Familiar with media KPIs and campaign measurement tools.
• Fluent in English and Chinese; Mandarin a plus.

Responsibilities

• Lead development and implementation of consumer engagement strategies to maximize customer lifetime value.
• Design data governance standards for consumer engagement information across platforms.
• Deliver end-to-end data processes for performance reporting and campaign tracking.
• Identify business opportunities via consumer engagement analytics and provide insights.
• Design loyalty program mechanisms and lifecycle journey roadmaps.
• Oversee end-to-end deployment of consumer engagement campaigns across channels.
• Collaborate with brands and independently analyze customer data to drive lifecycle programs.
• Analyze customer preferences with digital teams to craft rewards and experiences.
• Pilot personalized end-to-end campaigns and communications to optimize response.
• Manage a team of external customer service representatives across Hotline, Social, WhatsApp.
• Integrate analytics into business processes with Salesforce.com omni-channel activities.
• Champion industry trends in consumer engagement and analytics innovation.

Skills

Marketing experience

CRM

Digital marketing

Customer engagement

Data analytics

Communication

Project management

Education

Bachelor's degree in Business or Marketing

Tools

Salesforce

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.