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Senior Manager, Digital Customer Experience

Business Unit:  Head Office
Location:  Hong Kong

Working alongside a professional team in the Group’s Corporate Head Office based in Hong Kong, we are seeking for a Senior Manager, Digital Customer Experience, The Peninsula Hotels to join the Sales & Marketing Department. This role will report to Vice President, E-Commerce, Digital Customer Experience & Marketing. This role will own the full digital customer experience lifecycle and create highly personalized marketing programs that drive long-term customer relationships and enhance customer lifetime value.

 

  • Work for a highly prestigious and renowned hospitality group
  • Be part of the professional team to work on the Group’s regional and global projects
  • Exceptional medical and pension benefits

 

Key Accountabilities

  • Develop and deliver customer relationship management strategies and activities for our Hotels, premium guest engagement (PenKey) and luxury shopping arcades to drive international sales, traffic, guest stay frequency, revenue KPIs, reduce churn and engender brand loyalty
  • Establish and measure global customer retention and loyalty goals. Work across regions to identify and share best practices resulting in global retention, loyalty roadmap, with a key focus on Greater China and WeChat social CRM strategies
  • Lead overall efforts to develop and optimize communications across the entire digital customer experience including onboarding, activation, engagement, retention, and win-back programs
  • Establish data analytics roadmap, writing analytics briefs and uncover business opportunities through analysis of customer, web, and marketing data sets that identify opportunities to further drive revenue through customer campaigns
  • Partner closely with E-Commerce & Digital Marketing, Brand Marketing & Communications, Revenue Management, Sales, Operations, and IT teams to map out strategies and activities for global guest engagement, loyalty, and acquisition expansion
  • Manage and oversee the Global Customer Database team, Premium Guest Engagement (PenKey) team, CRM Hotel Arcades team
  • Provide quarterly Marketing Impact report analytic insight and presentation to Head Office senior leadership members

 

General requirements

  • University Degree or above in the field of marketing and data science
  • Solid understanding of data science research methods, including but not limited to linear and logistic regression, clustering and machine learning
  • Strong knowledge of visualisation tools (PowerBI preferred)
  • Python/R language skills is advantageous
  • Loyalty program marketing and management experience in in consumer luxury or hospitality industry preferred; global CRM and Greater China CRM experience is advantageous
  • Team Management experience is required
  • Excellent command of written and spoken English
  • Excellent analytical and communication skills

 

We are delighted to receive your CV for further consideration. We may consider local and international applicants willing to relocate.

 

 

 

About The Hongkong and Shanghai Hotels (HSH)

HSH has an incredible heritage dating back to 1866 and was one of the first companies to be listed on the Hong Kong Stock Exchange. HSH owns and operates some of the world’s finest hotel proper ties under The Peninsula brand, with ten operational Peninsula hotels in exceptional city centre locations in Asia, US and Europe, and a further three under development in London, Istanbul and Yangon. The group’s portfolio also comprises strategic real estate assets and tourism assets, including The Peak Tram – one of Hong Kong’s most popular tourist attractions.

 

 

 

 

HSH was first established in 1866 and was one of the first companies to be listed on the Hong Kong Stock Exchange. HSH owns and operates some of the world’s finest hotel proper ties under The Peninsula brand, with ten operational Peninsula hotels in exceptional city centre locations in Asia, US and Europe, and a further three under development in London, Istanbul and Yangon. The group’s portfolio also comprises strategic real estate assets and tourism assets, including The Peak Tram – one of Hong Kong’s most popular tourist attractions.

Requisition ID:  27981