CRM Manager

Responsibilities

• Support management in formulating CRM and partnership strategies across K11 HK sites.
• Independently manage daily CRM operations including campaign setup, member management, communications execution and CS enquiry support.
• Prepare regular and ad-hoc CRM, Sales & Operational performance reports to support business review and decision-making.
• Lead end-to-end CRM marketing campaigns, including planning, targeting, budget / cost estimation, execution, T&Cs, communications and post-campaign review.
• Maintain and support CRM-related systems.
• Liaise with internal departments and third parties on the development and deployment of CRM programs and other marketing communication materials
• Drive CRM system enhancement and process optimization projects to improve operational efficiency and customer journeys.

Requirements

• Degree holder with at least 6 years' hands-on experience in CRM, Loyalty Programme, Retail Marketing or Mall Operations.
• Proven experience in CRM campaign execution, member operations, reporting, partnership, system coordination and stakeholder management.
• Professional, mature and detail-minded with strong ownership and accountability.
• Strong analytical mindset and business acumen; able to interpret CRM, sales and campaign performance data.
• Able to work independently, prioritize multiple workstreams and deliver under tight timelines in a fast-paced retail environment.
• Self-motivated, proactive and solution-oriented with strong communication skills.
• Proficient in both written and spoken English and Chinese.
• Experience with CRM / Loyalty systems, campaign platforms or dashboard tools is preferred.
• Mall, Retail, Loyalty Programme or Property Industry experience would be an advantage.

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