Senior CRM & Digital Transformation Project Lead

The Hong Kong Jockey Club

Sha Tin

On-site

HKD 900,000 - 1,300,000

Full time

11 days ago

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Job summary

The Hong Kong Jockey Club is seeking an experienced CRM Lead within the IT division to lead strategy, delivery, and optimization of the CRM platform and related customer engagement systems. You will collaborate with Membership, Marketing, Customer Service and Digital teams to identify opportunities for journey optimisation and digital transformation.

Responsibilities include end-to-end delivery of CRM projects, data migration, system integration, vendor management, and ensuring architectural and

Qualifications

Minimum 8 years of project management delivering large CRM, digital or customer-facing projects.
Experience with CRM systems and customer engagement platforms.
Strong governance, risk and stakeholder management skills.
Professional certifications (PMP/PRINCE2/Agile) preferred.
Experience with data migration and system integration.

Responsibilities

Lead CRM strategy, delivery and support to meet business goals.
Collaborate with Membership, Marketing, Customer Service and Digital teams.
Drive end-to-end CRM projects within scope, schedule, budget, and quality.
Oversee design, integration and data migration aligning with enterprise standards.
Manage CRM vendors, partners and support teams for high-quality delivery.
Provide SME on CRM capabilities and customer management processes.
Manage project planning, resourcing, budgeting, governance and reporting.
Facilitate requirements gathering, workshops, UAT, training and change mgmt.
Identify risks, issues, dependencies and mitigation plans.
Build strong relationships with users, IT, vendors to realize value.
Ensure CRM integrates with portals, loyalty, ERP, data platforms and apps.
Support stabilization and benefits realization post-implementation.