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Senior Manager, CRM and Analytics

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(Senior) Manager, CRM & Analytics – Marketing (Retail)

 

ABOUT THE ROLE

The CRM Senior Manager leads the customer relationship management function for Lee Garden's membership programs (including both Hy! and Club Avenue members), owning the full customer journey from acquisition through retention. This role blends strategic CRM planning, data-driven decision-making, and hands-on campaign execution to strengthen client experience, deepen brand loyalty, and drive measurable business growth across the Lee Gardens Area.

 

RESPONSIBILITIES

Market Intelligence & Strategy

  • Conduct ongoing research on the Hong Kong retail landscape and tenant sales performance analysis
  • Study competitor membership programs to benchmark positioning and identify differentiation opportunities
  • Formulate and execute membership strategies to achieve business goals and maximize returns
  • Own the end-to-end member journey, from initial engagement to long-term retention
  • Mine and analyze customer spending behavior across segments to formulate business decisions and growth opportunities

 

Campaigns & Programs Management

  • Conceptualize, plan, execute, and manage initiatives related to the membership program
  • Drive spending promotion programs and partnerships to boost member sales, engagement and cross-shop conversions
  • Ensure effective utilization of membership points and dollars to maximize redemption value and program ROI

 

Partnerships & Financial Oversight

  • Maximize efficiency of merchant partnerships and events in driving quality customer acquisition
  • Negotiate with merchant partners to enhance profit and program efficiency
  • Manage program budgets and monitor financials, maintaining robust expense tracking for marketing spend efficiency

 

Team Leadership & Governance

  • Deliver client excellence and champion a culture of customer centricity across the organization
  • Ensure all business activities comply with integrity standards, regulations, and internal policies to protect the brand

 

REQUIREMENTS

  • University degree or above, with 10+ years of marketing experience and a strong foundation in the retail industry; experience managing shopping mall CRM or large-scale membership systems is an advantage
  • Strategic mindset with a customer-centric attitude, strong results orientation, and self-initiative
  • Highly analytical and data-driven, with proven ability to review campaign performance and translate insights into decisions
  • Proficiency in MS Office and CRM systems and tools, with experience in Salesforce, Power BI, or other digital marketing/data analytics platforms an advantage
  • Strong supervisory and people-development skills, with experience leading and coaching a team
  • Outstanding communication, presentation, and interpersonal skills, with the ability to engage and influence senior stakeholders and external partners
  • Proactive, resourceful, and highly organized, with a collaborative team-player mindset and commitment to high-quality output
  • Fluent written and spoken English and Chinese

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