Responsibilities:

• To understand the regional and local business development in order to identify, create and execute differentiated and impactful CRM/loyalty marketing strategy and activities, communications plans and VIP programmes with the business teams;
• To support the manager in managing CRM budget and delivering all qualitative and quantitative results of the assigned business plans and tasks;
• To support business functions including but not limited to market intelligence / research studies, data analytics, tenants’ and partner’s collaborations and relationship management, inter-departmental communications, promotions and events, and data/loyalty marketing;
• To manage the VIP lounge in One Central Macau;
• Support the team to improve customer service standard continuously and provide excellent customer services to tenants and VIP customers. To Handle VIP customers’ enquiries and complaints in a professional manner;
• To provide CRM system support for customer care and operations management by using core platforms including Salesforce and separate loyalty engine;
• To ensure all CRM/marketing materials do not deviate from the established; maintain the accuracy of customer data base and manage the logistic of the inventory control such as shopping vouchers and gifts;
• To plan and administer manpower arrangements according to business needs;
• To train and coach team members, monitor the team’s daily operations to ensure its efficiency and effectiveness.

• Bachelor degree in hospitality/CRM, retail and marketing management related;
• Minimum 3 years in customer relations or loyalty marketing experience or related interests in mall industry (in mall/retail/luxury industry preferred);
• Passion in CRM and communications excellence;
• Have leadership and business acumen, dynamic personality, embrace innovation, creativity and have the mindset to always challenge status quo;
• Self-motivated, aggressive, hardworking, well-organized and attention to details;
• Macro view and have a good sense in economies, world trends and lifestyles in the region and globally;
• Good command of spoken and written Cantonese, English and Mandarin;
• Proficiency in Microsoft Office & EXCEL.