Key Responsibilities

CRM PLATFORM/SYSTEM & DATA ANALYSIS BUILD UP AND MANAGEMENT：

-           Co-work with line manager to build up omni-channel CRM strategy, including system, communication, and data management strategy.

-           Buildup Omni-channel communication strategy, including lifecycle, ad hoc and promotion.

-           Build social CRM strategy and system, develop brand private domain strategy.

-           Responsible for the China CRM tracking report template and provide timely CRM KPI report and transfer data into consumer insights & strategies.

-           Enforcing data entry standards. Verify correct data flow from disparate IT systems.

-           Set yearly goals and ensure follow up of key KPIs through actionable dashboard/reports.

CRM PROJECTS:

-         Lead Membership program for driving omni channels’ business and customer growth. Be responsible to execute member benefits plan across omni channels, and in-line with sales, finance team.

-         Develop CRM campaign & content annual calendar and ensure high quality execution from creative to post tracking. Cover EC & offline big window and align with marketing calendar.

-         Enhance & elevate member benefits to support recruitment, engagement, and conversion.

-         Responsible for annual cost plan, guidance, and mechanism design by cooperation work with sales team, training team, brand team and other functional teams.

Wechat Work operation:

-           Be responsible to engagement via WeChat Work, encourage MUA execution, performance evaluation and on-going enhancement.

-           Closely work with mkt and sales team on campaign landing and execution at offline channel.

-           Monitor offline execution and engagement performance. And co-working with offline sales team on execution.

-           Explore and develop new touch points for member engagement.

Wechat group Private Domain Operations

-         Full-Year Strategy & Planning

Develop a 12-month roadmap for private domain groups aligned with business KPIs (GMV, retention, loyalty).

Design tiered group strategies (VIP/regional/interest-based) to target diverse user segments.

-         Content & Mechanism Design

Curate daily/weekly content (exclusive deals, UGC campaigns, live-streaming previews) and set engagement rules (posting frequency, reward systems).

Implement gamification (points, badges) and crisis protocols for negative feedback.

-         Data-Driven Optimization

Monitor metrics (activity/conversion/retention rates) refine strategies and user insights.

Collaborate cross-functionally (marketing, sales) to drive growth.

Requirement:

Qualification & Experience

·      Bachelor’s degree or above.

·      Above 5 years’ experience in CRM function, 0-1 experience could be an advantage.

·      Analytical/strategic thinking, strong ability to find out insights from data.

·      Creative thinking, agile and quick learner.

·      Strong communication skills to get alignment internally and externally.

·      Strong ownership and capability to lead working team to deliver results.

·      Passionate and willing to work under pressure.

·      Must be fluent in oral & written English.

·      Leadership, team development.

·      Accept travel, 20% time.