Client Services Manager – CRM & Email Marketing

Wave Commerce; Hong Kong; On-site; HKD 400,000 - 600,000; Full time

Job summary

Wave Commerce in Hong Kong is seeking a Client Services Manager to lead our CRM and Email Marketing managed services for Shopify merchants. This full-time, on-site role focuses on strategy and execution to maximize customer lifetime value and retention.

You will own onboarding, build advanced automations, manage campaigns, track analytics, and deliver client success. Ideal candidates have 3+ years in a fast-paced digital agency, deep CRM experience (Klaviyo preferred), and strong English

Qualifications

• 3+ years in a fast-paced digital agency managing multiple retail/e-commerce clients.
• Hands-on CRM and marketing automation experience; Klaviyo preferred.
• Strong understanding of e-commerce retention metrics and D2C best practices.
• Analytical mindset with ability to translate data into actionable strategies.
• Excellent English communication; Cantonese/Mandarin a strong plus.

Responsibilities

• Onboard and consult Shopify merchants for CRM managed services.
• Collaborate with sales/account teams to pitch CRM & email marketing services.
• Design and execute end-to-end email campaigns, write copy, craft subject lines.
• Design, build and optimize marketing automations and flows.
• Plan and manage email and SMS marketing calendars.
• Create dynamic segments and personalized messaging based on Shopify data.
• Monitor performance metrics and provide monthly ROI reports.

Skills

CRM

Marketing Automation

E-commerce

Analytics

Communication

Project Management

Tools

Klaviyo

Shopify

Job description

Wave Commerce is a leading Shopify Partner and digital commerce consultancy based in Hong Kong. As one of the leading Shopify experts in APAC, we help brands and retailers go direct to consumer, grow customer loyalty, and create omnichannel commerce and retailing experiences. We have worked with major global and local brands like Logitech, New Era, Mead Johnson, Dr. Martens, Diane Von Furstenberg, and Swisse, building out their direct-to-consumer digital tech stack.

Wave Commerce is also the creator of multiple Shopify apps and solutions, including our flagship app, OMNI, an omnichannel customer loyalty solution used by Shopify businesses to enhance customer engagement and loyalty. Our Shopify apps have received over 600+ 5-Star reviews and 22,000+ installs. Learn more about our client work and SaaS products at www.wavecommerce.hk .

Role Description

This is a full-time, on-site role located in Hong Kong for a Client Services Manager (CRM & Email Marketing).

In this role, you will lead and grow our CRM and Email Marketing agency managed services. You will be the primary strategist and execution expert for our Shopify merchant clients, helping them maximize their CRM/marketing automation program to drive customer lifetime value (LTV) and retention. As part of our professional services team, this role entails owning client onboarding, setting up advanced automations (flows), managing campaigns, tracking performance analytics and delivering client success.

Key Responsibilities

Client Management & Growth

• Onboard & Consult: Act as the primary point of contact for Shopify merchants utilizing our CRM managed services, understanding their business goals and translating them into robust retention strategies.
• Business Development Support: Collaborate with our sales and account teams to pitch CRM and email marketing services to existing and prospective Shopify clients.

Campaign Execution & Optimization

• Creative Execution & Copywriting: Concept and execute the end-to-end production of email campaigns. This includes writing compelling, conversion-focused email copy, drafting catchy subject lines, and structuring layouts/visual elements that align with each client's unique brand guidelines.
• Automations & Flows: Design, build, and optimize essential and advanced marketing flows (e.g., Welcome Series, Abandoned Cart/Checkout, Post-Purchase, Win-back, VIP).
• Campaign Management: Plan, schedule, and execute high-converting email and SMS marketing calendars aligned with client promotions and seasonal events.
• Segmentation & Personalization: Leverage Shopify data to build dynamic customer segments, ensuring highly targeted and relevant messaging.

Analytics & Reporting

• Performance Tracking: Monitor key email metrics (deliverability, open rates, CTR, revenue generated) to ensure high-performing campaigns.
• Data-Driven Insights: Deliver comprehensive, easy-to-understand monthly reports to clients, highlighting ROI and detailing actionable next steps for growth.

Qualifications

• Agency Experience: 3+ years of experience working in a fast-paced digital agency environment managing multiple retail/e-commerce clients simultaneously.
• CRM / Marketing Automation Expertise: Deep, hands-on experience using CRM, marketing automation tools (e.g., Klaviyo is highly preferred). Must be intimately familiar with Shopify-Klaviyo integrations.
• E-commerce DNA: Strong understanding of e-commerce retention metrics (LTV, repurchase rate, churn rate) and direct-to-consumer (D2C) best practices.
• Analytical Mindset: Excellent ability to interpret complex data sets, translate data into actionable marketing strategies, and handle deliverability troubleshooting.
• Communication & Project Management: Exceptional verbal and written communication skills in English (Cantonese/Mandarin is a strong plus) to confidently lead client-facing workshops and presentations.