Manager - CRM

K11 Concepts Limited; Hong Kong; On-site; HKD 420,000 - 720,000; Full time

Job summary

K11 Concepts Limited in Hong Kong is seeking an experienced CRM professional to lead CRM and loyalty initiatives across its HK sites. You will manage daily CRM operations, campaigns, member management and customer service inquiries, while coordinating with internal teams and external partners.

The role requires strong analytical skills, stakeholder management, and bilingual fluency in English and Chinese. Independent, proactive and detail-oriented individuals will thrive in this fast-paced

Qualifications

• 6+ years hands-on experience in CRM, Loyalty Programme, Retail Marketing or Mall Operations.
• Experience in CRM campaign execution, member operations, reporting, partnership, system coordination and stakeholder management.
• Professional, mature and detail-minded with strong ownership and accountability.
• Strong analytical mindset and business acumen; able to interpret CRM, sales and campaign performance data.
• Able to work independently, prioritize multiple workstreams and deliver under tight timelines in a fast-paced retail environment.
• Self-motivated, proactive and solution-oriented with strong communication skills.
• Proficient in both written and spoken English and Chinese.
• Experience with CRM / Loyalty systems, campaign platforms or dashboard tools is preferred.
• Mall, Retail, Loyalty Programme or Property Industry experience would be an advantage.

Responsibilities

• Support management in formulating CRM and partnership strategies across K11 HK sites.
• Independently manage daily CRM operations including campaign setup, member management, communications execution and CS enquiry support.
• Prepare regular and ad-hoc CRM, Sales & Operational performance reports to support business review and decision-making.
• Lead end-to-end CRM marketing campaigns, including planning, targeting, budget / cost estimation, execution, T&Cs, communications and post-campaign review.
• Maintain and support CRM-related systems.
• Liaise with internal departments and third parties on the development and deployment of CRM programs and other marketing communication materials.
• Drive CRM system enhancement and process optimization projects to improve operational efficiency and customer journeys.

Skills

CRM management

Loyalty programmes

Retail marketing

Stakeholder management

Analytical mindset

English & Chinese

Education

Bachelor's degree

Tools

CRM systems

Campaign platforms

Dashboard tools

Job description

• Support management in formulating CRM and partnership strategies across K11 HK sites.
• Independently manage daily CRM operations including campaign setup, member management, communications execution and CS enquiry support.
• Prepare regular and ad-hoc CRM, Sales & Operational performance reports to support business review and decision-making.
• Lead end-to-end CRM marketing campaigns, including planning, targeting, budget / cost estimation, execution, T&Cs, communications and post-campaign review.
• Maintain and support CRM-related systems.
• Liaise with internal departments and third parties on the development and deployment of CRM programs and other marketing communication materials
• Drive CRM system enhancement and process optimization projects to improve operational efficiency and customer journeys.

Requirements:

• Degree holder with at least 6 years' hands-on experience in CRM, Loyalty Programme, Retail Marketing or Mall Operations.
• Proven experience in CRM campaign execution, member operations, reporting, partnership, system coordination and stakeholder management.
• Professional, mature and detail-minded with strong ownership and accountability.
• Strong analytical mindset and business acumen; able to interpret CRM, sales and campaign performance data.
• Able to work independently, prioritize multiple workstreams and deliver under tight timelines in a fast-paced retail environment.
• Self-motivated, proactive and solution-oriented with strong communication skills.
• Proficient in both written and spoken English and Chinese.
• Experience with CRM / Loyalty systems, campaign platforms or dashboard tools is preferred.
• Mall, Retail, Loyalty Programme or Property Industry experience would be an advantage.

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