CRM Assistant Manager

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?

Job Responsibilities
1.    Assist the CRM Manager in planning, developing, and executing customer relationship management initiatives, with a particular focus on member retention and loyalty building.
2.    In alignment with Headquarters-led and project-specific campaigns, assist the CRM Manager in developing, executing, and continuously monitoring the annual CRM plan, including but not limited to promotional campaigns, customer experience programs, customer communications, and optimization of VIC Lounge activities (where applicable).
3.    Drive cross-functional collaboration in membership lifecycle management, improve communication efficiency, enhance alignment and execution across customer touchpoints, and continuously optimize processes to increase customer engagement and maximize member lifetime value.
4.    Strengthen strategic partnerships with in-mall tenants and third-party partners to enhance member experience and enrich membership benefits within the project.
5.    Ensure the effective local implementation and performance tracking of Headquarters-led customer experience initiatives and VIC gifting programs. Gather and provide timely customer feedback to Headquarters to support continuous improvement.
6.    Manage CRM promotional campaigns to expand the customer base, drive member sales, and improve CRM KPIs, including but not limited to:
6.1 Assist the CRM Manager in campaign planning and proposal development, and take ownership of campaign execution and implementation, including communications, marketing copywriting, campaign setup, testing and launch via marketing platforms (e.g., CRM mini-programs), as well as targeted customer communications based on campaign rules.
6.2 Coordinate with in-mall tenants and third-party banking partners to optimize campaign costs and effectiveness, thereby improving sales ROI.
6.3 Ensure campaign information is communicated clearly and accurately through internal and external briefings and promotional channels.
6.4 Manage and track gift cards, vouchers, and other promotional redemption items related to SP (Sales Promotion) campaigns.
6.5 Support the CRM Manager in preparing post-campaign evaluation reports by leveraging insights derived from data analysis.
6.6 Coordinate with relevant departments to promptly address customer complaints and issues arising during campaigns, safeguarding the brand and project reputation.
7.    Manage Gift-With-Purchase (GWP) procurement, inventory control, and effectiveness evaluation.
8.    Manage new tenant cash voucher participation programs, related agreements, and monthly tenant voucher settlements, including but not limited to:
8.1 Sales Associate Incentive Program Management: Design and implement sales incentive programs for tenant staff, including reward setup, calculation, and settlement.
8.2 Tenant Support Programs: Participate in developing and executing subsidy and support policies to help tenants improve sales performance.
8.3 Special Policy Development: Research, formulate, and implement effective marketing initiatives targeting specific customer segments (e.g., out-of-town visitors) or aimed at boosting overall tenant performance.
8.4 Shopping Card Settlement: Manage settlement processes related to shopping card programs.
9.    Perform daily maintenance of the Hang Lung Club membership mini-program and update CRM-related content on an ongoing basis.
10.    Strictly comply with Hang Lung's data security policies and ensure the confidentiality and security of customer data.
11.    Complete any other duties and responsibilities assigned by management.
Qualifications
•    Bachelor's degree or above, preferably in Marketing, Advertising, Communications, or related disciplines.
•    Minimum of 6 years of relevant CRM experience, including experience in shopping mall promotions and marketing.
•    Experience in luxury retail and/or shopping center marketing is preferred.
•    Strong interpersonal, analytical, communication, and presentation skills.
•    High level of professionalism, dedication, and teamwork spirit.
•    Good command of spoken and written English.
•    Proficient in Microsoft Office applications.
•    Embracing our values of integrity, sustainability, excellence and openness.

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.