Senior Officer - Customer Relationship Management

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.

Role Overall

This position serves as the key execution arm of the Client Engagement team, responsible for translating the CRM client engagement strategy into day-to-day operations. The role focuses on implementing engagement initiatives, managing CRM operational workflows, supporting cross-functional coordination, and ensuring seamless deployment of client experiences across all touchpoints. This individual will work closely with the (Sr.) Client Engagement Manager, local mall teams, and external partners to drive operational excellence and support the achievement of CRM KPIs.

Responsibilities:

• Support the (Sr.) Client Engagement Manager in rolling out the annual CRM calendar, ensuring timely execution of HQ and local initiatives including sales promotions, client experience programs, and clienteling activities
• Assist in monitoring campaign timelines, tracking deliverables, and flagging risks or delays to ensure all programs launch on schedule
• Ensure consistent delivery of touchpoint experiences across all malls with centralised client journey plans and onsite engagement activities
• Act as the day-to-day contact for mall teams on client engagement matters, gathering frontline feedback and escalating operational issues when needed for continuous improvement discussions
• Handle day-to-day CRM system operations including marketing automation (MA) campaign setup, member segmentation, campaign configuration, and performance tracking
• Manage CRM tools and digital platforms under guidance, troubleshooting basic technical issues and liaising with IT/vendors for escalated support
• Consolidate CRM data to support the (Sr.) Client Engagement Manager in building customer lifecycle management analysis
• Work with Data team to prepare regular operational reports on campaign performance, client behavior trends, and engagement metrics (response rates, redemption rates, etc.)
• Track and document qualitative feedback from local teams on client trends, mall-specific needs, and industry observations
• Support the partnership programs development and execution, and maintain documentation and track basic ROI metrics under supervision
• Liaise with external vendors and internal departments (Marketing, Mall Operations, IT) to ensure smooth logistics and timely delivery of engagement materials
• Assist in preparing training materials, guidelines, and SOP documents for distribution to local mall teams
• Provide on-the-ground support to mall teams during campaign launches, acting as the first point of contact for operational queries
• Facilitate best-practice sharing sessions by compiling case studies and success stories from different malls

Requirement:

• Education background: Bachelor’s degree or above
• Proven minimum 5 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.