Head of Loyalty | CRM campaigns, partnership, analytics

King Deux Search & Consulting; Hong Kong; On-site; HKD 949,000 - 1,339,000; Full time

Job summary

King Deux Search & Consulting is recruiting on behalf of a leading Hong Kong retailer for the role Head of Loyalty. You will lead a 10-12 person CRM team to design and execute loyalty programs, CRM campaigns, and data-driven partnerships that boost membership engagement and revenue.

The ideal candidate has 10–12 years in CRM leadership, strong analytics, and fluency in English, Cantonese, and Mandarin. You will collaborate with marketing, sales, and IT to drive customer-centric initiatives in a

Qualifications

• 10–12 years in CRM, customer experience or marketing leadership with proven team leadership.
• Strong knowledge of CRM principles, lifecycle management, and segmentation.
• Proficient with CRM platforms, data analytics, and BI tools.
• Excellent communication and stakeholder management skills.
• Ability to lead in a fast-paced environment and drive results.
• Fluent in English, Cantonese and Mandarin.
• Bachelor’s degree required; advanced degree preferred.

Responsibilities

• Develop and execute the CRM program and strategy to boost engagement and loyalty.
• Lead a team of 10–12 CRM professionals with coaching and development.
• Design and optimize CRM campaigns using customer data for personalization.
• Use BI and analytics to identify trends and inform decisions.
• Collaborate with marketing, sales and IT for seamless CRM integration.
• Manage external partnerships with vendors and technology providers.
• Monitor CRM performance metrics like retention and satisfaction.
• Drive a customer-centric culture across departments.
• Manage CRM budget and resource allocation.
• Stay updated on industry trends and emerging CRM tech.

Skills

CRM expertise

People management

Data-driven decision making

Strategic thinking

Excellent communication

Cross-functional collaboration

Vendor/partner management

English Cantonese Mandarin

Education

Bachelor's degree in Marketing or related field

Tools

CRM platforms

Data analytics tools

BI tools

Job description

Head of Loyalty | CRM campaigns, partnership, analytics

Hong Kong, Hong Kong SAR, Hong Kong

HK$ 85,000.00 - 120,000.00 (Hong Kong Dollar)

Job Openings Head of Loyalty | CRM campaigns, partnership, analytics

About the job Head of Loyalty | CRM campaigns, partnership, analytics

About Your Company

We are recruiting on behalf of a leading 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 are seeking an exceptional individual to join their team as the Head of Loyalty. Leading a team of 10-12 professionals, you will spearhead the development and execution of comprehensive CRM strategies and campaigns. This strategy will be instrumental in supporting the company's membership program and driving data-driven decision-making processes.

Responsibilities

• Develop and execute a comprehensive CRM program and strategy that enhances customer engagement, retention, and loyalty, aligned with business objectives.
• Lead and manage a team of CRM professionals, providing guidance, coaching, and development opportunities to drive high performance and achieve departmental goals.
• Oversee the design, implementation, and optimization of CRM campaigns and initiatives, leveraging customer data and insights to deliver personalized and targeted communications.
• Utilize business intelligence tools and analytics to analyze customer behaviour, identify trends, and drive data-driven decision-making to optimize CRM efforts.
• Collaborate with cross-functional teams, including marketing, sales, and IT, to ensure seamless integration of CRM processes and initiatives.
• Establish and nurture strategic partnerships with external vendors, agencies, and technology providers to enhance CRM capabilities and drive innovation.
• Monitor and optimize CRM performance metrics, tracking customer satisfaction, retention rates, and overall effectiveness of CRM initiatives.
• Stay abreast of industry trends, best practices, and emerging technologies in CRM and customer experience to drive continuous improvement and innovation.
• Develop and manage CRM budgets, ensuring efficient allocation of resources and cost-effectiveness.
• Drive a customer-centric culture within the organization, championing the importance of CRM and fostering a customer-focused mindset across all departments.

Qualifications

• Bachelor's degree in Marketing, Business Administration, or a related field. Advanced degree preferred.
• Minimum of 10 to 12 years of proven experience in a leadership role within CRM, customer experience, or marketing, with a 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 and campaigns that deliver measurable results, including customer retention, engagement, and revenue growth.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate 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.