Associate Director, Consumer Experience & Digital

Key Skills

Analytical and Problem solving, Automation, Chinese, Data Analytics, Digital Marketing, Effective communication skills, English Proficiency, Google-Analytics, Leadership, Mandarin Chinese Language, Marketing Strategy, Salesforce

Job Description

Responsibilities

• Lead and drive digital and CX transformation to maximize Customer lifetime value (CLTV) for the entire business
• Develop long and short-term CRM and Digital strategies and plans to help achieve business objectives
• Lead the development of omni-channel customer journeys, service blueprint and processes for all customer-facing touchpoints to develop a seamless, best-in-class consumer experience. Build journeys from upstream to downstream together with brand, ethical and trade marketing teams.
• Adopt enterprise mindset to best allocate resources along the consumer funnel to drive user awareness, acquisition, engagement, conversion and retention
• Unlock new business opportunities merging commercial/market insights with digital data, automated surveys, redemption data etc
• Set up dashboard and right measurement tools that provide actionable business next steps
• Work in partnership with cross-functional teams (Brand, Ethical, Sales, IT, etc.) at local, area and global levels to deliver breakthrough results
• Conduct in-depth analyses and reviews for senior management
• Enhance overall organization’s digital capability
• Coach and train a team of CRM, CX and digital marketing professionals

Requirements

• Bachelor’s Degree in Business, Marketing, IT/technology, Data Science or related fields. Master degree is a plus.
• At least 10 years of experiences in either CRM, Digital marketing, CX, consulting or a combination of the above (with at least 4 years in managerial capacity)
• Experience in Salesforce platform is required
• Good understanding of marketing technology tools including but not limited to Google Analytics, social listening, marketing automation tools
• Experience in project management and analytical techniques
• Forward-thinking with agility to dynamic situations
• Solid leadership skills and resilience
• Resourceful problem-solver and comfortable with unstructured data
• Strong interpersonal, communication and influencing 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.