Senior CRM Manager

OMNI CRM and local activation WeChat strategy and management:

• Develop, implement, and continuously refine omni-CRM strategy and local activation program in line with business target and brand strategy
• Daily CRM operation to enhance customer engagement throughout the customer lifecycle and maximize member lifetime value
• Develop strategic plans to drive within WeChat eco-system client base and conversion

• Retail CRM

• Lead Retail CRM and WeChat Work development, management, accountable for operational output and work externally with partners and internal stakeholders to deliver the results.
• Closely work with brand and sales team on campaign landing and execution at offline channel.
• Monitor offline execution and engagement performance. And co-working with offline sales team on execution.
• Design and execute programs to encourage PS (Offline sales) on execution.
• Lead and take initiatives in collecting preferred O2O practices across WeChat eco-system and other relevant areas
• Be responsible to deploy segmentation and personalized engagement in Retail CRM.

• Social CRM

• Design social CRM program including consumer data segmentation, client journey design, loyalty program at all stages of the client lifecycle to deepen the relationship between Dyson and its customers using strategic messaging, offer, campaigns and engagement cadence
• Develop WeChat consumer segmentation that will determine out-reach programs including weekly content push, content personalization opportunities, etc.
• Design targeted client communications (triggered messages on WeChat) based on insights and deep understanding of customer journey
• Define KPIs for WeChat CRM success, developing reports, monitoring regularly
• Continuously strive to improve key customer metrics: customer acquisition, conversion, retention, customer lifetime value, and program ROI
• Collaborate with the Technology team and 3rd party vendors to identify, implement and optimize WeChat CRM infrastructure, segmentation capabilities.

Knowledge, Skills & Ability

• Minimum 7-10 years of experience in CRM / digital experience with proven track record in delivering top- and bottom-line business results
• A solid understanding of CRM and can demonstrate understanding of CRM landscape and multi-channel environment
• Comfortable to navigate under certain ambiguity and can quickly adapt to new and changing environment
• Ability to translate business objectives into executionary initiative and workplans
• Experienced on vendor management or accounting service
• Keen on marketing technology & solution maker
• Must be fluent in English, spoken & written. Excellent communication and exceptional interpersonal skills; effective and persuasive

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.