Customer Relationship Management Specialist

工作概要:

• Manage and coordinate multi-channel CRM-campaigns (Email, SMS and Mobile Push, WeChat) by partnering with internal Business Units, Market Strategy Team, Digital & Social Team, Magic Access Team, Consumer Database Team, eCommerce Team and external agencies.
• Execute multi-channel CRM-campaigns by coordinating the campaign calendar, content, creatives, subject lines, dynamic content, landing pages, analytics, segment engagement, personalization and target audiences. Including browser/device testing and A/B testing of targeting & contents.
• Implement tracking & reporting mechanisms (using Salesforce and Adobe) to measure and improve campaign effectiveness. Support the CRM program optimization by reporting and measuring key metrics including click through rate, open rate, conversion rate, unsubscribe rate, bounce rate, database growth, transactions and revenue (theme Park tickets, hotel stays and value added products).
• Conduct competitive analysis and provide recommendations based on competitive reviews, learnings and industry best practices.

Job requirements

• Bachelor’s degree or equivalent in Business, Management or Marketing
• 3 years of CRM experience and/ or digital marketing, including two years using Exact Target/ Salesforce Marketing Cloud (or similar email marketing platforms)
• Experience in planning, delivering, and executing Email, SMS and Mobile Push campaigns, including a good understanding of segmentation, personalization, email design, dynamic contents and data privacy regulations in Asia-Pacific
• Experience in tracking and reporting Marketing campaigns, including providing insights and campaign optimizations/ recommendations
• Ability to execute multiple projects simultaneously under time pressure while maintaining strict attention to details.
• Positive working attitude with strong coordination, analytical and quick problem solving skills
• Excellent organization, interpersonal, copywriting and communication skills
• Strong can-do mind-set & people skills
• Hands-on experience in major social platforms including China WeChat, Instagram and Facebook
• Fluent in written & spoken Cantonese, Mandarin & English

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