Manager - CRM, NARS

Date:  Jun 21, 2022
Location:  Hong Kong
Company:  Shiseido
Country/Region:  HK
Custom Field 4:  Employee (Permanent)
Company:  Shiseido

The role

Reporting to the Head of Marketing, the incumbent will be responsible for developing and implementing eCommerce, CRM and customer retention programme strategies with a strong strategic mindset of customer acquisition and retention through omnichannel. You will closely work with the supporting team to ensure meticulous eCommerce and CRM programme being executed and monitored with high efficiency and drive performance-based marketing. 


Reports to: Senior Manager – Marketing


Job responsibilities:  

Customer Relationship Maintenance

  • Plan and deliver CRM Strategies for customer acquisition and retention to maximizing customer lifetime value.
  • Lead CRM ongoing operations: Campaigns and promotion creation and execution support, contents and on-target message set up and delivery to segmented audience.
  • Maintain loyalty program and develop scalable customer lifecycle programs to enhance customer growth and retention. Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
  • Accountable for contributing to analytics strategy and KPI reporting across customer segments
  • Focus on opportunities to maximize data collection and personalization to create relevant, value-added and engaging customer experience
  • Ensure consistent brand messages across digital and CRM communication channels


eCommerce &

  • Lead EC program to increase overall online customer base, retention rate and contribute to the sustainable EC business growth.
  • Work close with different teams to monitor and improve operations including but not limited to order management, order forecast, inventory management, preparing business analysis reports
  • Manage product mix and assortment planning on assigned platforms
  • Analyze business trends and consumer insights and evaluate existing product categories and potential
  • Manage content maintenance with Agency support to align with our brand strategy, marketing calendar with strategic minds for ongoing optimization
  • Use web metrics and knowledge of digital technology to maximize search rankings, optimize content, and analyze user engagement


Agencies and Cross-Team Collaboration

  • Work with internal and external technical team to develop EC and CRM solutions and lead agency on excellence of deliverables.
  • Work collaboratively with teammates, cross-function team and group technology leads to best leverage current platforms to drive traffic, conversion, retention, and revenue


Job requirements:

  • Degree holder in Business, eCommerce, Information System, Marketing, Communications, or related discipline
  • 8+ Years of experience in CRM, eCommerce/ digital marketing from Beauty, Fashion or Luxury industry preferred
  • Strong background in customer acquisition, re-engagement and retention strategies
  • A confident and articulate communicator capable of inspiring strong collaboration with different parties
  • Excellent analytical skill, attentive to details and strong numerical sense
  • Sound knowledge of website / eCommerce platform management, prevailing procedures and techniques in eCommerce usability and growth hacking
  • Able to excel in a fast-paced and dynamic environment
  • Creative and well-organized with excellent analytical and problem-solving skills
  • Strong communication and presentation skills
  • Proficient in MS Office, especially in MS Excel
  • Good command of written and spoken English and Chinese
  • Less experienced candidates will be considered as Assistant Manager


What's on offer: 
Be part of a growing global organization with a portfolio of around 16 brands, competitive discretionary bonus, quarterly free goods across brands, medical benefits, birthday leave, flexible working hours, wellness facilities, learning sponsorship, and more. 


Please apply with your latest resume stating your notice period, current and expected remuneration package. 

We regret that only shortlisted candidates will be contacted. 


Shiseido Hong Kong is an Equal Opportunities Employer. All applications received will be treated in strict confidentiality and be used exclusively for employment purposes only.

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