JOB DESCRIPTION:

ROLE DESCRIPTION

• Lead the development and implementation of consumer engagement strategies that maximize customer lifetime value. Design effective customer journey management and data-driven cross-sell/upsell campaigns to deepen customer penetration and sales growth.

• Creation of data governance standards to ensure all relevant information related to consumer engagement is standardized across platforms and ready to translate complex data into strategic and actionable insights and continuous assessment of results.

• Lead the team and understand end-to-end data processes across systems to deliver business performance reporting, campaign tracking, and consumer engagement/behavior analysis.

• Identify business opportunities via consumer engagement by analyzing data on new and repeated users status, sales contribution, retention metrics and propose actionable insights.

• Design mechanism of loyalty program and create roadmap of all lifecycle consumer journey from onboarding and replenishment and retention.

• Oversee the end-to-end implementation and delivery of consumer engagement campaigns, ensure seamless and personalized execution of new initiatives.

• Collaborate with brands and work independently to perform in-depth customer analysis, design customer   journey action. develop advanced lifecycle programs with business impact

• Analyze and understand customer preferences, working closely digital and brands to design attractive rewards and experience for customers.

• Lead the cross functional team to pilot and implement personalized end-to-end campaigns and communications to create touchpoints and optimize campaign response

• Lead a team of external customer service representatives to deliver outstanding customer experiences and service across different channels (Hotline, Social, Whatsapp)

• Collaborate with cross-functional team to integrate analytics into business processes and decision making with trackable Salesforce.com omni-channel activities 

• Provide leadership and mentorship to a team of consumer engagement professionals, guiding their growth and inspiring them to achieve exceptional results

• Champion industry trends in consumer engagement/loyalty and analytics innovation.

KEY RESPONSIBILITIES & ACTIVITIES

• Responsible for shaping, leading and implementation of overall consumer engagement strategy in collaboration with cross functional teams to drive sales growth and customer retention.

• Customization of consumer engagement campaigns and robust data governance to ensure seamless use and optimal support of omni-channel consumer engagement activities 

• Comprehensive data capture of critical

• customer information at various points in the customer lifecycle across the organization, to support analytics 

• Able to translate business problems into analytics-led solutions with appropriate methodology, manage initiatives effectively and evaluate the results rigorously.

• Lead the team on market research and consumer analytics to identify areas of opportunity for consumer engagement initiatives

• Utilize data-driven approaches to drive database segmentation effectively, improving personalized communications and marketing campaigns.

• Map consumer journey to identify and analyze touch points with the organization to maximize commercial opportunities

• Collaborate with cross functional to create roadmaps for loyalty and retention programs to drive an exceptional customer experience

• Strong analytical skills with the ability to interpret data and generate actionable insights to drive business growth through data analytics. 

• Champion industry trends in consumer engagement/loyalty and analytics innovation.

• Coach team to deliver high quality consumer engagement related initiatives and analysis. 

KEY SUCCESS FACTORS

• Experience in integrating with all types of market/sales/consumer research to generate insights. Hand-on knowledge of Salesforce.com is a plus.

• Strategic thinking and an enterprise orientation (ability to see “big picture” and understand tactical implications) with a keen attention to detail.

• Ability to influence cross teams with excellent interpersonal skills

• Proven track records in delivering extensive client analysis with actionable, close-to-business insights.

• Proven experience in loyalty program management

• Project management expertise and ability to foster collaboration and accountability

• Ability to communicate complex technical issues to non-technical stakeholders for decisions making.

• Experience in analytical techniques such as attribution modeling, A/B testing, design of experiment.

• High learning agility, adaptability, and comfort with complexity and ambiguity

• Highly organized, result-driven and eager to deliver, strong can-do attitude

     

The base pay for this position is

N/A

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Marketing Support

     

DIVISION:

ANI International Nutrition

        

LOCATION:

Hong Kong > Hong Kong : 20/F, AIA Tower, 183 Electric Road

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Not specified

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Not Applicable