Manager - Customer Experience

We are looking for a passion and creative CRM expert who will be responsible for overall optimization of customer experience at all customer touch points. The candidate should possess solid experience in CRM campaigns development and management with strong analytical mind and customer-focused.




  • Identify, execute and monitor improvement initiatives to deliver the best quality and exceptional customer experience at different touch points
  • Collect and analyze customer needs / behavior and market trends to provide quality insights for product development and identify business opportunity to drive business growth
  • Identify opportunities to optimize the company brand, recommend and execute brand building initiatives to achieve market leadership
  • Plan, implement and monitor CRM and customer loyalty programs to increase customer engagement, conversion and retention resulting in business growth
  • Work closely with internal and external stakeholders in developing analytical platform and database enhancement via CRM solutions
  • Work closely with sales & marketing teams to develop and drive sales initiatives




  • Degree in marketing / tourism management or related disciplines
  • At least 7 years’ relevant experience in CRM / loyalty marketing
  • Exposure with premium luxury brands and/or travel industry is an advantage
  • Excellent communication and interpersonal skills
  • Strong analytical mind and business acumen
  • Good PC literacy and proficiency in both written and spoken English, Cantonese and Mandarin


Interested parties please send application together with full resume, present and expected salary to


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