Assistant Manager — Customer Relationship Management

Hang Lung Group Limited (SEHK stock code: 00010) has been engaged in real estate development since 1960. Through its subsidiary Hang Lung Properties Limited (SEHK stock code: 00101), the Group manages a portfolio of over 3.5 million square meters of retail, office, residential, and hotel properties across Hong Kong and the Chinese Mainland.

The Group’s diverse portfolio in Hong Kong includes office towers and malls in prime districts, as well as luxury residential developments in prestigious areas. In the Mainland, under the signature “66” brand, the Company’s mixed-use and retail developments are regarded as premium landmarks, strategically located in the hearts of key cities of Shanghai, Shenyang, Jinan, Wuxi, Tianjin, Dalian, Kunming, Wuhan, and Hangzhou.

Our people are the precious asset of the Hang Lung family and the key to our success. They drive forward our development through their commitment, professionalism and caring services. As we extend our business horizons, we continue to devote significant resources and energy to developing the expertise and skills of our outstanding team.

Integrity, Sustainability, Excellence, and Openness are at the heart of who we are. If you share these values, you could be the talent we are looking for. Join us and grow with us.

Responsibilities

Campaign & Reward Rule Setting

• Translate business objectives into CRM campaign and reward mechanics (e.g., spend‑to‑points, tier accelerators, limited‑time bonus points, partner rewards).
• Configure campaign eligibility, prioritisation, frequency caps and suppression rules within CRM/marketing automation platforms.
• Set up A/B and multivariate tests with clear hypotheses and success metrics.
• Ensure offer stacking/overlap logic and reward burn/earn rules are accurate and conflict‑free across channels and properties.

Member Communications & Blasting

• Build, QA, and schedule member communications across email, SMS, in‑app push, and on‑site placements.
• Implement dynamic and personalized content using segments, events, and lifecycle triggers.
• Maintain contact policies, opt‑in records, and suppression lists; ensure message frequency and cadence follow best practices.
• Coordinate content, creatives, translations, and approvals with Brand/Comms; ensure on‑time delivery to targeted audiences.

Target Segmentation & Data Operations

• Create and maintain member segments
• Partner with Data/BI to validate data definitions, create analytical views, and improve data quality.
• Use SQL/segment builders/CDP tools to build reusable segment libraries and audience exports for paid media syncing.

Cross‑Functional Liaison (Ops, IT, Vendors)

• Collaborate with IT on platform configurations, APIs, campaign triggers, data pipelines, UAT, and incident resolution.
• Manage vendors/MarTech partners with clear SLAs, QA, and delivery timelines.
• Coordinate legal/compliance reviews for member communications, T&Cs, and consent language.

Measurement & Optimization

• Define campaign KPIs and dashboards; deliver post‑campaign analysis with insights and recommendations.
• Track growth and health metrics: acquisition, activation, retention, repeat rate, points liability, redemption rate, channel performance.

Requirement

• Bachelor’s degree in Marketing, Business, Information Systems, Data/Analytics, or related discipline.

• 4–6 years in CRM/loyalty/marketing automation within retail, shopping malls, eCommerce, QSR, hospitality, or related consumer sectors.

• Hands‑on execution in at least one major platform: Salesforce Marketing Cloud, Adobe Campaign, Emarsys, Oracle Responsys (or similar).

• Familiarity with CDP and audience building.

• Proficient with campaign/segment builders; comfortable with SQL basics for audience queries and QA.

• Experience with email/SMS/push setup, dynamic personalization, and journey/automation flows.

• Working knowledge of analytics tools (GA4, Adobe Analytics) and BI (e.g., Power BI, Tableau, Looker).

• Strong Excel/Google Sheets; able to build tracking templates and pivot‑based reports.

• Data‑driven mindset with clear hypothesis setting and measurement discipline.

• Excellent project management; able to manage multiple campaigns and stakeholders to timelines.

• Clear written and verbal communication; strong attention to detail for QA and compliance.

• Problem‑solver with a collaborative, hands‑on approach.

• Knowledge of PDPO (Personal Data (Privacy) Ordinance), UEMO (Unsolicited Electronic Messages Ordinance), opt‑in/opt‑out, and consent management.

• Understanding of data security, permissioning, and audit requirements; experience with T&Cs drafting/review is a plus.

• Strong command of English; Cantonese preferred; Mandarin a plus.

• Embracing our values of integrity, sustainability, excellence and openness.

We are an equal opportunity employer and are committed to fostering a diverse workforce and an inclusive workplace where employees are treated with respect. We welcome applications from all qualified candidates regardless of race, ethnicity, color, gender, age, religion, disability, marital status, or any other characteristic protected by Hong Kong law.

If you have specific needs that require reasonable accommodation during the recruitment process, please let us know.

Personal Information Collection Statement (For recruitment purposes)

Information collected by Hang Lung Properties Limited and/or its associated companies will be treated in strict confidence and will be used exclusively for recruitment and other employment-related purposes. Information collected may be disclosed to such person or organization for the purpose of verifying the accuracy of the information provided by the applicant. The provision of true, complete and accurate information required in support of applications is necessary for selection purposes. Failure to do so may affect the processing and outcome of your application. Applicants who do not hear from us within 8 weeks from the date of application may consider their applications unsuccessful and their personal data will typically be destroyed within 12 months after rejection of the application. Applicant has the right to request access to and correction of your personal data in writing to “Data Protection Officer of Hang Lung Properties Limited” at 28/F, Standard Chartered Bank Building, 4 Des Voeux Road Central, Hong Kong.

For further information, please refer to Hang Lung Properties Limited’s Privacy Statement at https://www.hanglung.com/en-us/special-pages/privacy-policy-statement.