CRM 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. In alignment with the overall business strategy, market trends, and company development objectives, lead the CRM strategy planning and management for the assigned project. Develop both long-term and short-term customer relationship management plans to achieve the membership KPIs established by Headquarters.
2. Plan, organize, and execute various membership initiatives and campaigns. In conjunction with mall-wide marketing events, formulate member engagement strategies, including but not limited to attractive promotions and rewards, membership points program optimization, member marketing campaign planning and execution, differentiated customer communication strategies, and member experience activities. Drive member engagement, increase sales contribution, and support business growth.
3. Optimize the membership structure and manage the entire member lifecycle within the project. Drive Headquarters-led customer experience enhancement initiatives and strengthen member engagement, loyalty, and lifetime value through systematic, data-driven interactions and relationship management.
4. Develop and execute overall CRM-related sales promotion (SP) strategies within the project. Through effective target setting, budget allocation, campaign design, member segmentation, customer outreach, and campaign pacing, maximize business results and continuously improve promotional ROI.
5. Establish and expand strategic partnerships with in-mall tenants and external partners. Leverage resource sharing and co-branded member benefits to reduce member operation and promotional costs while enhancing campaign effectiveness.
6. Enhance data-driven operational analysis and strategy optimization. Analyze membership data and business performance to identify changes in customer behavior, preferences, and emerging needs. Uncover business opportunities, continuously optimize member communication strategies, benefits structures, and marketing programs, and provide management with actionable insights for decision-making.
7. Develop and maintain high-quality resources aligned with the project's positioning and differentiation strategy. Collaborate with Headquarters to strengthen the membership benefits ecosystem and cross-industry partnerships, thereby enhancing the overall customer experience and engagement.
8. Support the development and implementation of CRM platforms. Based on operational requirements, collaborate with Headquarters and relevant departments to optimize CRM and database marketing systems, enhancing the overall reputation and competitiveness of the shopping mall complex.
9. Partner with the Headquarters VIC team to lead the mall's Key Account Manager team. Jointly formulate and execute VIC (Very Important Customer) development plans and business objectives, optimize VIC recruitment, retention, and expansion strategies, and increase VIC sales contribution.
10. Manage and control CRM-related budgets effectively.
11. Build and manage the CRM team by defining roles, responsibilities, and performance standards. Develop a high-performing and professional CRM team while continuously driving overall team excellence and productivity.
12. Perform other CRM-related operational responsibilities as required.

Qualifications

• Bachelor's degree or above, preferably in Marketing, Psychology, Retail Management, or related disciplines.
• Minimum of 8 years of relevant experience in Customer Relationship Management (CRM).
• Strong expertise and hands-on experience in CRM lifecycle management, with extensive experience in B2C luxury retail and/or shopping mall marketing and promotions.
• Thorough understanding of membership operations within the premium retail sector; experience managing membership card and stored-value card programs is highly preferred.
• Strong data-driven decision-making capabilities and commercial acumen.
• Proven business development and resource integration skills.
• Excellent interpersonal, analytical, communication, and presentation skills.
• Strong cross-functional coordination and project management capabilities.
• Demonstrated leadership and talent development experience.
• Strong sense of ownership, professionalism, and teamwork.
• Self-motivated, proactive, and results-oriented.
• 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.