(Senior) CRM Executive

Links International; Hong Kong; On-site; HKD 180,000 - 280,000; Full time

Job summary

Links International is seeking a (Senior) CRM Executive to drive customer-centric engagement across multiple touchpoints. You will manage customer inquiries, deliver service excellence, support CRM initiatives, and nurture relationships with parents and consumers to boost satisfaction and loyalty.

This role requires a Diploma/Degree in a related field and 2–4 years of CRM or customer-facing experience. Proficiency with Salesforce, Microsoft Dynamics or HubSpot and fluency in English and

Qualifications

• Diploma or degree in business, marketing or CRM related field.
• 2–4 years CRM, customer service or engagement experience.
• Experience with CRM platforms preferred.
• Strong communication and interpersonal skills.

Responsibilities

• Manage and respond to customer inquiries across channels (phone, email, WhatsApp, social).
• Deliver professional, timely support and resolve inquiries and complaints.
• Strengthen relationships through personalized interactions and CRM activities.
• Support CRM campaigns, retention programs and loyalty initiatives.
• Provide product information to help customers make informed decisions.
• Engage communities to build trust and brand affinity.
• Monitor feedback and generate actionable consumer insights for strategies.
• Maintain accurate CRM data and interaction histories.
• Analyze engagement data and report on performance and campaigns.
• Coordinate order follow-ups, fulfillment, and data management.
• Collaborate with internal and external partners for seamless experience.
• Ensure compliance with policies and regulations.
• Undertake additional CRM and engagement projects as assigned.

Skills

CRM & customer engagement

Excellent communication

Bilingual: English & Chinese

Analytical mindset

Education

Diploma or Degree in Business, Marketing, Communications, CRM

Tools

Salesforce

Microsoft Dynamics

HubSpot

Job description

We are looking for a customer-centric and proactive (Senior) CRM Executive to strengthen our consumer relationship management efforts and enhance customer engagement across multiple touchpoints. In this role, you will be responsible for managing customer interactions, delivering exceptional service experiences, supporting CRM initiatives, and building meaningful relationships with parents and consumers. You will play a key role in driving customer satisfaction, loyalty, and brand advocacy through both online and offline engagement activities.

Key Responsibilities

• Manage and respond to customer enquiries across multiple communication channels, including phone, email, WhatsApp Business, Facebook Messenger, WeChat, and other digital platforms.
• Deliver professional and timely customer support, ensuring all enquiries, feedback, and complaints are handled effectively and resolved to a high standard.
• Maintain and strengthen customer relationships through personalized interactions and CRM-driven engagement activities.
• Support the execution of CRM campaigns, customer retention programs, loyalty initiatives, and consumer engagement activities.
• Provide accurate product information and recommendations, helping customers make informed decisions while enhancing their overall experience.
• Engage with parenting and consumer communities through social platforms and online forums to build trust, encourage interaction, and strengthen brand affinity.
• Monitor customer feedback, identify emerging trends, and generate actionable consumer insights to support marketing and commercial strategies.
• Maintain accurate customer records, interaction histories, and engagement data within CRM systems such as Salesforce.
• Analyze customer interaction data and prepare regular reports on customer engagement, inquiries, service performance, and campaign effectiveness.
• Coordinate order follow-ups, customer fulfillment activities, database management, and other customer care operations.
• Collaborate closely with internal stakeholders, external partners, and cross-functional teams to deliver a seamless customer experience.
• Ensure compliance with company policies, operating procedures, and relevant regulatory requirements.
• Undertake additional CRM, customer engagement, and operational projects as assigned by the manager.

Requirements

• Diploma or Degree holder in Business, Marketing, Communications, Customer Relationship Management, or a related discipline.
• Minimum 2-4 years of experience in CRM, customer service, customer engagement, careline operations, or a related customer-facing role. Candidates with less experience may be considered for Executive level.
• Proven experience managing customer interactions and maintaining high levels of customer satisfaction.
• Familiarity with CRM platforms such as Salesforce, Microsoft Dynamics, HubSpot, or similar systems is preferred.
• Strong interest in customer lifecycle management, loyalty programs, consumer insights, and relationship-building activities.
• Prior exposure to nutrition, maternal and infant care, healthcare, FMCG, or consumer health industries will be an advantage.
• Excellent communication and interpersonal skills, with the ability to engage customers professionally across different channels.
• Comfortable handling customer feedback and complaints with empathy, confidence, and problem‑solving skills.
• Strong organizational skills with attention to detail and the ability to manage multiple priorities simultaneously.
• Proficient in Microsoft Office applications, including Excel, PowerPoint, and Word.
• Good command of written and spoken English and Chinese, including Cantonese and Mandarin.
• Self‑motivated, positive, customer‑oriented, and able to work effectively both independently and within a team environment.

Why Join Us?

• Opportunity to drive meaningful customer engagement and CRM initiatives.
• Exposure to consumer insights, loyalty programs, and customer journey optimization.
• Collaborative and supportive working environment.
• Career development opportunities within customer experience, CRM, and marketing functions.

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