客户关系管理副经理
Company Overview
Hang Lung Properties Limited, a constituent stock of the Hang Seng Index and Hang Seng Corporate Sustainability Indices in Hong Kong, is a leading real estate developer in Hong Kong and mainland China. Boasting a diversified portfolio of investment properties in Hong Kong, we have progressively branched out into the Mainland since the 1990s, building, owning and managing world-class commercial complexes in key cities that have earned international acclaim for their exceptional quality of architectural design, services and sustainable features.
Our people are the most precious asset of the Hang Lung family and the key to our success. They drive forward our development through their commitment, professionalism and caring services. As we extend our business horizons, we continue to devote significant resources and energy to developing the expertise and skills of our outstanding team.
We are looking for people who are talented, energetic, self-motivated team players. Are you ready to join us now?
工作职责：
1. 协助完成客户关系经理策划、开发和执行客户关系管理项目，重点关注会员留存率及忠诚度建设；
2. 结合总部和项目的各项活动，协助CRM经理制定，执行并持续跟踪CRM年度计划，包括但不限于促销活动、客户体验、对客沟通，VIC lounge（如有）的活动安排优化等
3. 推动会员生命周期管理的协同工作，优化沟通效率，提升对客接触点的对齐和成功执行，并持续优化，从而提升客户参与度，最大化会员生命周期价值
4. 通过加强场内租户及第三方合作，拓展战略合作伙伴关系，优化项目内会员体验及权益
5. 确保总部主导的客户体验活动，VIC赠礼等内容在项目的落地执行和效果跟踪，并及时提供客户反馈，以和总部共同推进优化。
6. 负责CRM促销活动管理，以增加客户群、推动会员销售和CRM关键指标，包括并不局限于，
6.1 协助CMR经理制定活动策划与提案，并负责活动执行与落地，包括沟通，宣传的文案；营销系统（如CRM小程序等）的活动配置、测试与上线；根据活动规则，进行定向沟通信息推送等
6.2 接洽场内租户及第三方银行资源，优化营销活动内的成本及效益，推动销售ROI
6.3 通过内外部宣讲等途径，确保活动信息清晰、准确地传达到位；
6.4 SP促销活动相关的礼品卡/礼品券等的管理和跟踪
6.5 活动结束后，根据数据分析的洞察，帮助CRM经理准备活动复盘报告
6.6 协调相关部门快速响应并解决活动中的客诉处理，维护品牌和项目的声誉；
7. GWP礼品采购，管理及效果评估
8. 新租户现金券参与合作及合同 + 按月租户券结算，包括但不限于，
8.1 店员激励管理： 设计并实施针对租户店员的销售奖励计划，完成奖励的配置、核算与结算；
8.2 租户扶持政策： 参与制定并执行对租户的补贴与扶持政策，助力租户销售提升；
8.3 专项政策制定： 针对特定目标群体（如外地游客）或为提升整体租户业绩，研究并制定有效的营销政策并推动实施。
8.4 购物卡结算
9. 恒隆会会员小程序的日常维护和CRM相关的内容更新
10. 严格遵守恒隆数据安全规则，确保客户数据安全。
11. 完成上级主管交办的其他工作任务。
任职资格：
本科或以上学历，市场营销、广告、传播专业优先
6年以上相关CRM工作经验，具备相关商场推广的工作经验
有高端零售/购物中心推广经验；
具备较强的人际互动、分析及沟通表达能力；
较强的敬业精神以及团队合作精神；
良好的英语交流能力；
熟练使用计算机office办公软件；
共同拥抱我们的核心价值：诚信、永续、卓越及开明
We are an equal opportunity employer and welcome applications from all qualified candidates. We offer an attractive remuneration package and excellent prospects for career advancement to the right candidate. Please send detailed resume to Human Resources Department by clicking “Easy Apply” button. For more information about our Company, please visit our website: http://www.hanglung.com/ Please read the following Personal Information Collection Statement before applying.
Personal Information Collection Statement (For recruitment purposes)
Information collected by Hang Lung Properties Limited and/or its associated companies will be treated in strict confidence and will be used exclusively for recruitment and other employment-related purposes. Information collected may be disclosed to such person or organization for the purpose of verifying the accuracy of the information provided by the applicant. The provision of true, complete and accurate information required in support of applications is necessary for selection purposes. Failure to do so may affect the processing and outcome of your application. Applicants who do not hear from us within 8 weeks from the date of application may consider their applications unsuccessful and their personal data will typically be destroyed within 12 months after rejection of the application. Applicant has the right to request access to and correction of your personal data in writing to “Data Protection Officer of Hang Lung Properties Limited” at 28/F, Standard Chartered Bank Building, 4 Des Voeux Road Central, Hong Kong.
For further information, please refer to Hang Lung Properties Limited’s Privacy Statement at https://www.hanglung.com/en-us/special-pages/privacy-policy-statement.