Senior Manager, CRM and Analytics

Hysan Development Co Ltd; Hong Kong; On-site; HKD 900,000 - 1,400,000; Full time

Job summary

Hysan Development Co Ltd is recruiting a CRM Senior Manager to lead the Lee Garden membership programs (Hy! and Club Avenue). You will own the customer journey from acquisition through retention, blending strategic CRM planning with hands-on campaign execution to boost loyalty and business growth across the Lee Gardens Area.

The role requires a strong retail CRM background, 10+ years marketing experience, and proficiency in Salesforce/Power BI. Fluency in English and Chinese is essential.

Qualifications

• 10+ years of marketing experience with a strong retail sector background.
• Experience managing CRM or large-scale membership systems is advantageous.
• Strong ability to develop and translate customer insights into actions.

Responsibilities

• Lead CRM strategy and end-to-end member journey from acquisition to retention.
• Conduct research on Hong Kong retail landscape and tenant sales performance.
• Benchmark competitor membership programs and identify differentiation opportunities.
• Plan and execute membership strategies to achieve business goals and ROI.
• Manage budgets and partnerships to drive member engagement and spend.

Skills

Customer-centric mindset

Strategic mindset

Analytical and data-driven

Leadership and people development

Fluent English and Chinese

Education

University degree or above in Marketing/Business

Tools

Salesforce

Power BI

MS Office

Job description

The CRM Senior Manager leads the customer relationship management function for Lee Garden's membership programs (including both Hy! and Club Avenue members), owning the full customer journey from acquisition through retention. This role blends strategic CRM planning, data-driven decision-making, and hands-on campaign execution to strengthen client experience, deepen brand loyalty, and drive measurable business growth across the Lee Gardens Area.

RESPONSIBILITIES

Conduct ongoing research on the Hong Kong retail landscape and tenant sales performance analysis

Study competitor membership programs to benchmark positioning and identify differentiation opportunities

Formulate and execute membership strategies to achieve business goals and maximize returns

Own the end-to-end member journey, from initial engagement to long-term retention

Mine and analyze customer spending behavior across segments to formulate business decisions and growth opportunities

Campaigns & Programs Management

Conceptualize, plan, execute, and manage initiatives related to the membership program

Drive spending promotion programs and partnerships to boost member sales, engagement and cross-shop conversions

Ensure effective utilization of membership points and dollars to maximize redemption value and program ROI

Maximize efficiency of merchant partnerships and events in driving quality customer acquisition

Negotiate with merchant partners to enhance profit and program efficiency

Manage program budgets and monitor financials, maintaining robust expense tracking for marketing spend efficiency

Deliver client excellence and champion a culture of customer centricity across the organization

Ensure all business activities comply with integrity standards, regulations, and internal policies to protect the brand

REQUIREMENTS

University degree or above, with 10+ years of marketing experience and a strong foundation in the retail industry; experience managing shopping mall CRM or large-scale membership systems is an advantage

Strategic mindset with a customer-centric attitude, strong results orientation, and self-initiative

Highly analytical and data-driven, with proven ability to review campaign performance and translate insights into decisions

Proficiency in MS Office and CRM systems and tools, with experience in Salesforce, Power BI, or other digital marketing/data analytics platforms an advantage

Strong supervisory and people-development skills, with experience leading and coaching a team

Outstanding communication, presentation, and interpersonal skills, with the ability to engage and influence senior stakeholders and external partners

Proactive, resourceful, and highly organized, with a collaborative team-player mindset and commitment to high-quality output

Fluent written and spoken English and Chinese

Hysan is an equal opportunity employer. All information collected will be kept in strict confidence and used solely for recruitment related purposes within the Hysan Group Companies.

You may get to know more about us through www.hysan.com.hk

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Commercial & Industrial Property Management 101-1,000 employees

Hysan Development

is a public-listed property investment, management and development company in Hong Kong with a major portfolio in high-quality office, retail and residential properties. We are also one of the leading commercial landlords in the prime office/retail

Causeway Bay district. We now invite high calibre candidate to join us.

Hysan Development

is a public-listed property investment, management and development company in Hong Kong with a major portfolio in high-quality office, retail and residential properties. We are also one of the leading commercial landlords in the prime office/retail

Causeway Bay district. We now invite high calibre candidate to join us.