Senior Manager - CRM

Hang Lung Group Limited (SEHK stock code: 00010) has been engaged in real estate development since 1960. Through its subsidiary Hang Lung Properties Limited (SEHK stock code: 00101), the Group manages a portfolio of over 3.5 million square meters of retail, office, residential, and hotel properties across Hong Kong and the Chinese Mainland.

The Group’s diverse portfolio in Hong Kong includes office towers and malls in prime districts, as well as luxury residential developments in prestigious areas. In the Mainland, under the signature “66” brand, the Company’s mixed-use and retail developments are regarded as premium landmarks, strategically located in the hearts of key cities of Shanghai, Shenyang, Jinan, Wuxi, Tianjin, Dalian, Kunming, Wuhan, and Hangzhou.

Our people are the 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.

Integrity, Sustainability, Excellence, and Openness are at the heart of who we are. If you share these values, you could be the talent we are looking for. Join us and grow with us.

This position aims to define and roll out Hang Lung CRM client engagement strategy in line with House 66 branding and HQ CRM strategy and objectives, including enhancing client acquisition and retention, maximizing CRM KPIs, enhancing points efficiency, and optimizing onsite deployment of experience. The person also needs to leverage CRM tools and partnership to improve efficiency and outcome.

Responsibilities

• Work with client experience team to define, plan and monitor annual CRM calendar, combing with both HQ & local initiatives, including but limited to sales promotion, client experience, clienteling, etc.
• Drives synergy by co-creating journey maps and feedback loops with key client/VIC experience stakeholders, ensuring each touchpoint is aligned, successfully implemented and continuously improved
• Work closely with local team to enhance customer engagement throughout the customer lifecycle and maximize member lifetime value
• Drive the implementation and execution of engagement actions to increase client base, enhance loyalty, drive member sales and CRM KPIs
• Establish and optimize partnership strategic pillars to support business growth, including but not limited in new acquisition, demand generation, points burning diversity, and member privileges enhancement
• Draw insights from CRM database and other sources, build customer lifecycle management system, translate insights into actionable plans, and take initiatives to continuously optimize CRM engagement KPIs
• Manage and develop tools and platforms to support business requirements
• Develop and update CRM Operation SOP accordingly to ensure quality execution across all channels
• Manage and develop tools and platforms to support business requirements
• Perform tasks related to CRM systems e.g. MA operation, campaign setting, etc.
• Provide guidelines, training and full support to local team to reach business goals
• Provide regular qualitative feedback on client trends (city, mall, industry, client behaviour, etc.) and encourage best practice sharing and new opportunities in retail industry
• New Acquisition, Retention, Member Sales Penetration, Repeat Purchase, Reactivation, Response Rate
• NPS, Client LTV, Points Efficiency
• Partnership ROI and strategic panning
• Business operation efficiency on digital tools

Requirement:

• Education background: Bachelor’s degree or above
• Proven minimum 8 year CRM experience of relevant experience
• Deep understanding of client engagement and industrial trends
• Able to present brand image with customer centric mind set
• Outstanding communication skills
• Proactive, good team player with strong sense of responsibility
• Willing to take initiatives and result-oriented
• Strong business acumen with the ability to influence and negotiate
• Creative, customer oriented and highly organized with the ability to deal with multiple stakeholders
• Ability to multitask and work under pressure
• Embracing our values of integrity, sustainability, excellence and openness.

We are an equal opportunity employer and are committed to fostering a diverse workforce and an inclusive workplace where employees are treated with respect. We welcome applications from all qualified candidates regardless of race, ethnicity, color, gender, age, religion, disability, marital status, or any other characteristic protected by PRC law.

If you have specific needs that require reasonable accommodation during the recruitment process, please let us know.

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.