Head of Loyalty
King Deux Search & Consulting
- Hong Kong
- Permanent
- Full-time
- Develop and execute a comprehensive CRM program and strategy that enhances customer engagement, retention, and loyalty, aligned with business objectives.
- Lead and manage a team of CRM professionals, providing guidance, coaching, and development opportunities to drive high performance and achieve departmental goals.
- Oversee the design, implementation, and optimization of CRM campaigns and initiatives, leveraging customer data and insights to deliver personalized and targeted communications.
- Utilize business intelligence tools and analytics to analyze customer behaviour, identify trends, and drive data-driven decision-making to optimize CRM efforts.
- Collaborate with cross-functional teams, including marketing, sales, and IT, to ensure seamless integration of CRM processes and initiatives.
- Establish and nurture strategic partnerships with external vendors, agencies, and technology providers to enhance CRM capabilities and drive innovation.
- Monitor and optimize CRM performance metrics, tracking customer satisfaction, retention rates, and overall effectiveness of CRM initiatives.
- Stay abreast of industry trends, best practices, and emerging technologies in CRM and customer experience to drive continuous improvement and innovation.
- Develop and manage CRM budgets, ensuring efficient allocation of resources and cost-effectiveness.
- Drive a customer-centric culture within the organization, championing the importance of CRM and fostering a customer-focused mindset across all departments.
- Bachelor's degree in Marketing, Business Administration, or a related field. Advanced degree preferred.
- Minimum of 10 to 12 years of proven experience in a leadership role within CRM, customer experience, or marketing, with a track record of successfully managing teams and driving results.
- In-depth knowledge of CRM principles, strategies, and best practices, with a strong understanding of customer lifecycle management and segmentation.
- Proficiency in leveraging CRM platforms, data analytics, and business intelligence tools to drive customer insights and inform decision-making.
- Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and translate insights into actionable strategies.
- Demonstrated ability to develop and execute CRM programs and campaigns that deliver measurable results, including customer retention, engagement, and revenue growth.
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and build relationships with internal and external stakeholders.
- Proven experience in partnership management, including negotiating and managing relationships with vendors, agencies, and technology providers.
- Strong leadership and people management skills, with the ability to motivate and develop a high-performing team.
- Ability to work in a fast-paced, dynamic environment, managing multiple priorities and deadlines.
- Strong strategic thinking and problem-solving abilities, with a proactive and innovative mindset.
- Proficiency in written and spoken English, Cantonese, and Mandarin.