Consumer Experience Manager

Key Skills

A/B Testing, Analytical and Problem solving, Automation, Chinese, Data Analysis, Data Visualization, Database, Digital Marketing, Effective communication skills, English Proficiency, Mandarin Chinese Language, PowerBI, Presentation skills, Project management, Salesforce, Tableau

Job Description

Responsibilities

• Lead and manage overall CX strategy and plan
• Based on category and consumer understanding, design, implement, test and optimize customized consumer journeys for all Pediatric and Adult brands
• Manage, oversee Salesforce platform and all related omni-channel initiatives and enhancements end-to-end
• Manage the entire customer database to ensure data integrity and facilitate segmentation for targeted marketing activities
• Work with Global and Area teams to get the latest updates of all the CRM/analytics systems, learn from best practices and select to adapt for HK
• Collaborate with sales, brand & digital teams to map customer journeys with specific campaigns that maximize commercial opportunities (I.e. recruit, cross-sell, up-sell, retain users, etc.)
• Generates and share insights derived through data analyses and visualization, providing meaningful information for business leaders
• Leverage analytical techniques (e.g. attribution modelling, A/B testing, design of experiments) to determine optimal channels, content, messages mix for greatest impact
• Develop and deliver training sessions to business stakeholders and users to ensure use, adoption and process compliance

Requirements

• Bachelor’s Degree in Business, Marketing, IT/technology, Data Science, or related fields.
• At least 5 years of experiences in either CRM, Digital marketing, CX, consulting or a combination of the above
• Hands-on experience in Salesforce platform is a must
• Good understanding of marketing automation tools
• Demonstrate experience in data visualization and analysis tools e.g. PowerBI, Tableau, etc.
• Experience in project management
• Solid problem-solving and analytical skills. Expert working with unstructured data
• Articulate, composed with good communication and presentation skills
• Strong team player with demonstrated ability to navigate across functions and divisions
• Fast-paced with high sense of urgency
• Fluent in spoken and written English and Chinese. Mandarin a definite advantage.