工作機會

We are seeking an experienced and driven CRM Operations Manger to lead and manage a highly dynamic team in a fast-paced environment.

The successful candidate will be responsible for managing CRM operations, overseeing the successful implementation of CRM projects, ensuring they meet business requirements, timelines, and quality standards. Recommend and implement improvements to optimize quality and productivity via automated solution where is viable to scale. This role requires Strong leadership, communication, and problem-solving skills.

Reporting into Head of CRM and working with wider teams across yuu rewards business to achieve objectives and budgets aligned with strategic agenda.

Is this your next challenge in CRM Operations?

The challenge is to:

• Develop and lead a high-performance CRM operatoins team. Forster collaboration, and a culture of excellence in operations
• Develop and execute the CRM delivery roadmap, aligning with the overall business strategy. Collaborate with stakeholders to define and prioritize requirements.
• Effectively allocate and manage resources to ensure optimal utilization and productivity within CRM operations team.
• Oversee the end-to-end implementation and delivery of CRM projects, ensure seamless execution of CRM initiatives.
• Develop and enforce quality assurance measures, establish regular audit review of CRM deliverables to maintain high-quality standards.
• Manage the incident log and ensure proper mitigation measures are in place. Conduct regular reviews of incident trends and patterns to identify areas for improvement and proactively implement mitigation strategies.
• Set clear performance goals and expectations for team members, conduct regular performance evaluations, and provide constructive feedback. Coaching to support their professional development.
• Stay abreast of industry trends and emerging technologies related to CRM. Proactively identify areas for improvements and recommend enhancement to existing delivery processes. Clear SLA and quality control processes are adopted.
• Promote effective communication, knowledge sharing, and teamwork among team members and cross-functional teams.
• Adhere to CRM governance.

Do you have experience in CRM Operations? 

• University graduate in marketing, technology, or similar field 
• Proven track record of 6+ years in CRM or operations, with at least 2 years in a managerial capacity, leading and managing teams.    
• Strong knowledge of CRM platforms, in-depth understanding of CRM concepts, methodologies, and best practices. Proficiency in CRM system such as Salesforce and Loyalty platforms.
• Commitment to delivering high-quality output, ensuring data integrity.
• Strong leadership and team management skills, with the ability to motivate and inspire team members, fostering collaboration, innovation, and continuous improvement. 
• Strong communication and stakeholder management skills, with ability to effectively interface with stakeholders at all levels.
• Strong analytical and problem-solving skills, with a keen attention to detail.
• Proactive and self-motivated, with the ability to work independently and manage multiple priorities in a fast-paced environment.
• Familiar with CRM delivery digital workflow or automation is a plus.
• Proficient in spoken and written English and Cantonese.

More experience will consider Senior Manager