客户关系管理经理
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. 结合项目整体经营战略与市场发展趋势，公司发展战略，负责所属项目的CRM战略规划及管理，制定长期及短期客户关系管理的工作规划，以实现总部设定的会员关键衡量指标（KPI）
2. 统筹策划并落地各类会员活动，并结合商场主题活动，制定会员推广相关策略，包括但不限于有吸引力的促销优惠和奖励，会员积分体系运营优化、会员营销活动策划执行、差异化的营销沟通策略，会员体验活动等，从而增强会员活跃度及销售贡献，推动业务发展
3. 加强项目内会员结构优化及会员全生命周期管理，推进总部主导的客户体验提升项目，通过体系化的精准互动和关系维护，增强会员粘性，提升忠诚度及会员终身价值
4. 负责项目内CRM端各类SP（促销活动）的整体策略的设计和落地执行，并通过目标设定，预算分配，活动设计，会员分层触达及节奏把控，实现效益***化，并持续提升活动ROI
5. 拓展与场内租户或外部合作伙伴的战略合作伙伴关系，通过资源置换及权益互动，降低会员运营成本和促销成本，提升活动效益
6. 完善基于数据驱动的运营分析与策略优化，通过对会员数据管理及业务表现的分析来洞察会员消费行为偏好的变化及潜在的需求，发现业务发展机会，不断优化会员沟通策略，权益配置及营销活动方案，为管理层提供决策依据
7. 通过拓展并维护符合项目调性与差异化的优质资源，结合总部资源，加强会员权益生态建设及异业合作，从而全方位提升客户体验及互动
8. 支持CRM平台的架构搭建及实施，根据项目实际运营需求，与总部及相关部门合作，推动客户关系管理及数据库营销系统的优化，以提高购物中心综合体的信誉
9. 与总部VIC团队合作，共同领导商场大客户经理团队，共同制定和执行本商场的VIC发展计划、业务目标，全面优化VIC招募，维护及拓展，提升VIC销售贡献
10. 预算管控
11. CRM团队建设与管理，领导并管理CRM团队，明确岗位职责与工作标准，培养高效专业的CRM团队，并持续推动团队整体绩效的提升
12. 其他CRM运营中涉及到的工作
任职资格：
本科或以上学历，市场营销、心理学，零售管理等相关专业优先
8年以上相关客户关系管理工作经验
CRM全生命周期体系专业知识与实践，丰富B2C高端零售/购物中心推广经验，熟练掌握高端零售行业会员运营模式；熟悉会员卡、储值卡的运作管理优先；
数据驱动的决策能力和商业洞察能力；
商务拓展与资源整合能力；
具备较强的人际互动、分析及沟通表达能力；
跨部门协调与项目管理能力；
团队领导和人才发展能力；
较强的敬业精神以及团队合作精神；
具有较强的自我激励，及结果导向；
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.