Senior CRM & Insights Leader – Growth & Loyalty

Link; Hong Kong; On-site; HKD 1,200,000 - 1,600,000; Full time

Benefits offered by this job

Annual leave

Paternity leave

Birthday leave

Volunteering leave

Medical scheme

Life insurance

Employee share plan

Performance-based incentives

Job summary

Link is seeking a Senior Manager - CRM & Insights to lead the portfolio-wide CRM and customer intelligence agenda, translating business objectives into an integrated strategy and priorities. You will drive acquisition, engagement, retention and lifetime value across malls and channels.

The role combines customer analytics, lifecycle design, loyalty economics, and Martech, aligning senior stakeholders and building scalable practices that improve shopper value and asset performance.

Qualifications

• Bachelor's degree or above in Marketing, Business, Economics, Statistics, Data Science or related discipline; postgraduate qualification is an advantage.
• Minimum 12 years of progressive experience in CRM & Loyalty, including leadership of complex portfolio or multi-brand initiatives.
• Experience in consumer-focused sectors such as retail, FMCG, shopping malls, hospitality, financial services, e-commerce or travel is highly preferred.
• Strong command of segmentation, lifecycle management, loyalty economics, and latest MarTech trends, plus AI in CRM and customer-data capabilities.
• Excellent senior stakeholder influence, negotiation, vendor management and presentation skills; ability to communicate complex findings clearly.

Responsibilities

• Lead portfolio CRM and loyalty strategy with multi-year roadmap, KPIs and measurable value outcomes.
• Define priority customer segments, acquisition strategies and value propositions across malls, channels and lifecycle stages.
• Design and improve acquisition, onboarding, engagement, retention, reactivation and advocacy journeys to increase frequency and spend.
• Build robust business cases for loyalty propositions; quantify value, costs-to-serve and expected returns.
• Govern portfolio performance reviews and redirect investments based on evidence; Partner with Insight leads to frame priority business questions.

Skills

CRM leadership

Loyalty program design

Stakeholder management

Education

Bachelor's degree or above in Marketing / Business / Economics / Statistics / Data Science

Job description

Link is seeking a Senior Manager - CRM & Insights to lead the portfolio-wide CRM and customer intelligence agenda, translating business objectives into an integrated strategy and priorities. You will drive acquisition, engagement, retention and lifetime value across malls and channels.

The role combines customer analytics, lifecycle design, loyalty economics, and Martech, aligning senior stakeholders and building scalable practices that improve shopper value and asset performance.